Product Q&A

How often is your team answering the same question over and over? How often are they gathering the same information to resolve a customer inquiry? Does your customer communication feel a bit chaotic?Chatbots can play a massive role in eliminating those repetitive tasks and driving efficiency for your team and organization. Now that chatbots are available on Front Chat, we want to help you take advantage of the endless possibilities they create.  Two chatbot experts at Front are coming together to answer all of your questions on Thursday, December 14th. Julia Wang, Front Chat’s Product Manager and Lemuel Chan, Front’s Support Operations Analyst (developed Front’s Support chatbot) can help you:Evaluate how to use chatbots in your business - Even if you don’t have a live chat team! Troubleshoot chatbot flows you are considering or actively working on Answer questions about recent and upcoming updates to Chatbots and Front Chat overallPlease submit as many questions as you’d like by replyi

Can users in the FrontApp Community Share Reports with others?I've used Spiceworks in the past (a long time ago) and found that function to share reports in the community was great as there was nearly always someone who had created the unique report we were looking for.Cheers.

Is there a way to hide any of the announcement popups, placeholder graphics, and maybe even all the front jokes? They’re just big, repetitive, and unnecessary for our team. It gets really old. 

All of our teammates (including agents that do not have admin access) have used the team inboxes dropdown menu every week for the past several months (some of us have used that feature even longer than this). We use the analytics feature weekly and everyone reports their own analytics per inbox. Each of our agents have always been able to do this regardless of whether or not they had admin access. However, since last week, they have no longer been able to filter their personal analytics by inbox/channel. Has this happened to anyone else?

Does anyone have any general tips with front use so we can compare to see how we might do better? Thanks. 

Hi, We have had some issues with tagging emails correctly due to the wide variety of how someone can request an action from us. What is the best way to get around or deal with this? It’s been mentioned that set email formats/forms would work well.  Thanks, 

I have templates that are important and will be used, however, rarely used. Is there a feature to hide or archive message templates?

Hello. I have a problem with our emails to ONE specific domain.Our user sends emails from a shared inbox with a Google group channel.SOMETIMES there is an error in Front, and the email to NAME@DOMAIN.cz is not delivered. The error in Front looks like: bounce / 450 4.1.8 <bounces+7887486-433e-NAME=DOMAIN.cz@front-mail.OURDOMAIN.com>: Sender address rejected: Domain not found. There is no incoming email with info about rejected emails.Most of the time, user’s emails to this address go uninterrupted. Their admin can see only this log entry when the email is rejected:Sender address rejected: Domain not found; from=<bounces+7887486-433e-NAME=DOMAIN.cz@front-mail.OURDOMAIN.com> to=<NAME@DOMAIN.cz> proto=ESMTP helo=<o6.front-mail.frontapp.com> I have no info about their email server.Deliverability in Front is set correctly. As far as I know, there are no similar problems with other domains. What should I or their admin set up to make an uninterrupted flow of emails?

Hi! When someone sends me an email with an .ics file attached, Front shows the the event above the email message with a calendar icon. But as far as I can see, there is no way to have Front add the event to my calendar. Do I have to do it manually? 

When do “Launched” Ideas become 'Already Available?'I received an email from Front, regarding the status of an Idea that had its status changed to ‘Launched.’ (See Below)  The status ‘Launched’ does not appear in the list of “what each idea status means.”When do “Launched” ideas become available in our Front instance?  Do we have access to a calendar of upcoming releases?  it would be helpful to know in advance of new features going live, so that Administrators could become familiar with them and appropriate training be made available/created for end users.  

I am working to try and improve search functionality for my teammates. One of the continuous complaints is that some of our group reporting crowds our search results when looking for previous conversations. We tag these reports which allows us to archive them and keep our inbox clean, but if you search using the order number then all of those reports appear in the search. When trying to filter these out I do not see an inverse filter, as in filter by tags that do not equal “Reports”. Anyone had any luck with inverse filtering? 

Hi, I’m receiving a error saying “Draft Failure Mail Server rejected a command”. Can you help me please? 

***This beta group is now closed and archived.***We are looking for Scale customers with a multi-language knowledge base use case (bonus points if your Support team is interested in this feature) to test our upcoming offering. We will be running the beta for approximately two weeks in early December, and will look for your feedback during that period. To be considered for the beta, request to join the multi-language knowledge base group. The beta will be limited to 5 customers. 

IP RestrictionsThey use IP restrictions to prevent unauthorized users from accessing their emails. The office IP address is included in the allowed list.However, this option doesn't work for the mobile app because the phone's IP address isn't static. Is there a solution for this?A potential fix could be allowing access based on the MAC address.

This idea composer is quite neat. It provides the abilityto add and edit tables to use more than a fixed number of RGB colors to format a high value message.Can this be added to the Front composer?this is neat table editing in the  composer                  

It would be nice to be able to implement a rule for a ‘Subscribe to’ event.In this manner,  a user would be able to subscribe to a wider conversation than simply the immediate thread.

Presently there are three topic ‘areas’ in the plugin About Contacts ConversationsCan the Contact/Account plugin be extended to facilitate a url linking area? The area could be expandable and when selected render the detail from the link?See below.   

Hi, I’ve noticed that if I receive an email in my personal inbox, and I then move that to a team inbox, I am unable to move it back to my personal inbox. What is the reason for this?  

Is there a way to have the Time off auto-responder not mark emails as “read” when responding? And further, is there a way to have it not respond to automated emails? 

My personal email account is an O365 account, and my main calendar is added to Front. However, I would like to access a secondary calendar as well, that is created in Outlook under “My calendars”. Is there a way to add this to Front?I have read this article about getting access to a shared calendar, but this is my own personal, secondary calendar, not one that has been shared by someone else. 

Has anyone seen any information that may give a time frame when AI responses will be available for other channels/inboxes other than email?   I know you can use templated responses and chatbot responses for web chat, but would be interested to see how an AI generated response to an SMS or Instagram message for example.  

Hello,Has anyone had any success in setting up an autoresponse message to a Facebook comment that comes into connect?  To prevent back and forth on a company FB page, I have tried to set up and auto-response which Front allows be to do, however it does not auto-respond back the FB acct? Thanks.

Inbound emails are showing as delayed from minutes to hours. Customer support via email has been unresponsive.  

Challenge:  We have imported a list of TMS customers.  Unfortunately, some of those customers did not have domains.  Having a domain associated with a customer is obviously vital to utilize Tagging & Rules in Front.  We want to be able to easily Sort & Export contacts, based on the data in a given field (domain) in Front.  This functionality would be extremely helpful as we work towards Front being a ‘Single Source of Truth’ and fully useable for our use case.Question:  How do we Sort and Export contacts easily (non-API) from Front?  Note:  This is a feature found in other CMS products we’ve evaluated.  Export options should include CSV & Excel

Challenge:  We need to be able to move people in and out of groups, to support dynamic work assignments, that can change daily / by shift.Question:  Is there a way to provide a more granular level of ‘Company Administrator’ access?Related Question:  Could this be solved via the use of Custom Fields?