Product Q&A

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! 

Auto replies are a big selling point that our teams would like to take advantage of, but we typically run into issues since using a distribution list is not compatible with the feature per testing and the setup guide. Has anyone found a good workaround, or an easy way to automate replies when there’s a distribution list in the recipients field?

In the section where you want to enable other languages we still have to do all translations.  There should then be an option to add Another language which you then give a name.  Then the other features to translate all entries etc should be the same as for “supported” languages.

I use Front on my phone quite often and one feature that’s really missing is the following. When you have Send & Snooze enabled, there is no way to Send & Archive a message on the phone in an open thread.  On desktop, you can just press CTRL + Enter. There should be an option for mobile as well.

We’ve recently moved our shared outlook inboxes to Front, but we still have some emails that need to be sent directly via outlook. This is caused one large issue: Every time an email is sent via outlook, that email shows up as a new ticket in our shared Front email box.Is there anything that can be done to prevent this - somehow either not sync emails sent via outlook or automatically move those emails to the Front Archive folder?thanks!!

Question for the community. Has anyone had someone they have setup Front for, and they simply do not get how it works? Totally stuck within the Outlook realm no matter how many training sessions, and guidance you have given? Keen to understand how others have overcome this. 

These integrations are great but could someone explain why the same phone number cannot be used for both SMS and Whatsapp through Twilio?

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,

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

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