Product Q&A

Hello, Our team is quite new to Front and we have not included the survey to our emails just yet and are wondering if it is something that we would benefit from. If you use it, what have been the main benefits of it? Would you say most of the customers do not participate or how often customers take time to also leave a comment?

Currently trying to work out if there’s a way to keep the chat history but prevent tags and rules being applied from older messages. For example - If a customer emails in about an order being lost in the post. It would be tagged Merch and go to their inbox. The issue gets resolved, customer happy. Then 6 months later, the same customer has an issue with payment however the rules and tags are reading those previous messages and directing it into merch and payments. Is there a way that after say 2 months. Any new messages follow the rules without going back over old messages but still be able to see the chat history if you scroll through previous messages?

How can I set up a daily report per teammate of how many open conversations they have? I see the glossary for ‘active conversations’ but it does not differentiate between archived and open in their inbox. Is there a proper filter to create daily report of open conversations by teammates? 

Currently, only New Unreplied can be used but not all unread messages need a reply. Unread first is a basic feature that I think a lot of people use!

Hello everyone !  We are setting up front at my company to keep contact with customers, i can’t wait to explore Front’s features, if anyone has tips on how to get started it would be nice !

When creating a Trello card from an email in Front, I get options such as choosing the Trello board, the list name, and labels. There’s a dropdown that allows me to scroll through the Trello label options. Here’s my question (pet-peeve), the order of the labels in the dropdown menu seems to be random. They’re not organized alphabetically, by color, by most recent used, by anything that I can detect. Is it possible for me to organize the labels in the dropdown by my preferences?  Thanks for your help!Kevin

If anyone has advice, I would greatly appreciate it! For our CSAT survey, we have a rule to send a survey when we have an inbound chat or email. The challenge right now is the survey is being sent to all of our spam emails when we tag it (we tag as auto emails do not count for analytics for our reporting) and archive it. Is there any way to include an “exclude” statement for the rule to leave out all of the DMARC auto generated emails? Thank you!

We have multiple tags relating to our business and when customers are messaging us through. When customers send a message to us. It can appear with multiple tags that aren’t relevant to the request. For example: Messages are being tagged as an issue with the app and going to Tech when in reality they’re mentioning they’re having a payment issue on the app which needs to go through to billing. Is there a way to flag multiple keywords in a message before applying a tag to fine tune the flow of our messages?

I’ve never encountered this before, but a colleague has just written to me saying that Front can’t find an internet connection. He is connected, as we’ve been conversing back and forth in Slack and via e-mail, so I’m not sure what the trouble may be?Is there a setting somewhere that puts Front into offline mode?

We’ve all experienced those times when a single customer email generates several action items and requires us to work with multiple people. Good news is that we have Front, which already enables us to be very efficient at internal collaboration — but the better news is that we now have a brand new feature to help you spin off new conversations linked to the original so that you can keep all the related tasks organized! Enter linked conversations, the newest way to streamline your work even further.Here’s how it works:If you have any questions about this feature, our product team is eager to hear them and will answer them on Thursday, December 7 (including any that come in after this date). Leave them for us below 😀

Is there a way to link a conversation ID to a calendar event in Front?

Does anyone know where I can find the Rule Library? The Routing & assigning conversations course in the Front Academy indicated there is a Rule Library tab in between the team rules tab and the load balancing tab but it seems to be missing for me.

I’m using a bunch of tags in conversations and when I go to the report, it will only show 1 tag that used once in more than hundreds of conversations. Anyone having this issue? Is it a configuration thing? 

I’m trying to set up a CSAT survey rule, however when the rule is triggered it sends the CSAT survey reply to our own inbox instead of to the customer email. This is how my test rule looks at the moment: I emailed our inbox from my work email, and when the rule was triggered the CSAT was sent to our inbox instead of to my work email (customer). 

Did you know you could use rules to categorize messages, route them to the right team members, resolve issues faster, power analytics, and more? Your team’s productivity will skyrocket once you understand which manual tasks you can take off their plates and allow them to focus on the most important work 🧠 If you want to learn more about how rules can help your team multiply their efficiency, you’re in luck: Front Product Manager @Baptiste is here to answer all your questions about rules and automation.Here are some additional resources to help you get started: How to create rules for common workflows Understanding rules, automation, and workflows in Front 📣 Now, ask away! Whether you’re just getting set up, or you have a deeper technical question you’d like answered – we’re here to help (and we’ll be adding some rules FAQs below that we’ve gotten from customers). Baptiste will answer all questions on Thursday, February 22. Questions posted after that date will be answered as well, so

Hi There!I am trying to se up a rule set using tags as a dynamic variable. However, it appears in the help documentation that there are codes for individual tags that I do not seem to be able to find. Does anyone know where to get these? Otherwise, my entire csv is useless as I need to select each tag manually anyway. This is the documentation I’m referring to: https://help.front.com/en/articles/2123

Hello, I am looking for some advice on how to send a mass/bulk email to customers we have quoted work for in an one email but I want them to have their individual thread. I would normally BCC all of the customers in one email, but Front puts them all in one thread and the responses get crazy.  Any suggestions? 

We’re looking to move away from our website widget app birdseed (which comes with a usage fee) as the Front Chat bot comes free with our Front package. So far it seems as though the chat bot only works as such, and can’t also function as a widget like birdseed can. Has anyone previously used birdseed and transitioned over to Front chat? Any hints and tips welcome!

Our users have been seeing glitches in the Grammarly plugin on their desktop and web based Front. It will underline to advise the error, but it will not make suggestions as to replace. Is there another alternative to Grammarly for Grammar and Spell Check?

Im trying to run reports to see all emails completed by my team. When I go to team performance, its only showing my information. How do I get it to show my teams performance and not just my own? 

Hi!I recently had a coworker reach out to me asking if there is a way to create an event directly linked to an email conversation within Front. The coworker was saying that she wants the email to be connected to the event in her calendar.The closest thing I could think of was to include the conversation ID in the description of the calendar event, but I figured I would also ask the community for insight on this!  

Hello,Currently just became a new Front Admin for my organization. Currently it appears that we have a user that is also a company admin in front, but that user cannot Delete any emails. Any advice or assistance would be greatly appreciated! Thank you!

Hi team,  I created a rule in front. The purpose of that rule is when I send client a message (both new and current conversation) and client did not respond then front will send automated follow-up message. But it seems like this rule is not working. Below is the rule I set.Can anyone help me in making this rule working ?

Hi,Can admins remove participants from a conversation? It appears that each user can only unsubscribe themselves.

Hey! Been using Front for a bit of time now, but have been struggling with the calendar not having any to-do list add-ons. Todoist does not offer the functionality we need in that you can’t see your upcoming tasks, and snoozing emails is not exactly the same. Currently still referring to google calendar for this. Any suggestions on how others may have integrated it all in Front would be welcomed!