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Product Q&A

Got questions about how to use a feature? Need help troubleshooting? Ask away and our team or your peers can assist.

  • 280 Topics
  • 674 Replies
280 Topics
phill
phillEnthusiast
posted in Product Q&A
The AI Lock-In: When Will We Have Choice?

I'm here to share a bit of a frustration that seems to be growing more common. It feels like every software we subscribe to these days is trying to push their own AI services or tools on us, with no option to integrate the AI provider we already prefer.This feels eerily reminiscent of the smart home industry, where manufacturers have historically tried to lock you into their ecosystem. Thankfully, we're seeing progress there with the adoption of Matter.So the question is, when will we see a similar shift in the AI space? Front already integrates seamlessly with our existing email platforms. If my team uses Google Workspace and we're paying for Gemini, it would be fantastic if we could leverage Gemini's capabilities within Front as well.Let's be honest, most of us are already invested in AI tools from major providers. It would be a huge win for both users and software companies if we had the flexibility to choose our AI provider of choice.

1262
maddiemorris
megan.lis
megan.lisRookie
asked in Product Q&A
Closed ticket automatically archive in individual team member inboxe(s)

Is there a way that if I (admin) can close one of my team’s emails (tickets), then that email can be removed from the team member’s inbox? I’ll try to help clean up their workloads and will close unnecessary tickets - but it stays in the team member’s inbox and has to archived by the team member. Is it possible to have Front automatically archive the email from the team member’s inbox when the ticket status is changed to “closed”? 

401
andersen_front
bradley_roe
bradley_roeConversationalist
asked in Product Q&A
Spell Checker

Hi there… The spell checker seems to of disappeared - incorrectly spelt words are no longer underlined in Red.Could you let me know if this can be fixed?  Thanks!Bradley

903
PhoebeatFront
L
lifanConversationalist
asked in Product Q&A
Has anyone used any AI to automate ticket processing?

Hey there! I'm curious if anyone's leveraging AI for customer message responses. I came across a Reddit post discussing AI options with Intercom here: https://www.reddit.com/r/SaaS/comments/1ibeigd/ai_automation_options_on_intercom/. Are there similar AI tools being used with Front?

191
annika_hanlon
laura_avanzato
laura_avanzatoConversationalist
asked in Product Q&A
Searching for keywords in Knowledge Base

Hello dear Front Community,We have been testing around with the Knowledge Base and noticed that it seems to not be possible to search for keywords in an article (whether on the published page or in the plugin)! The option to search exists, but it will only bring up the article itself, not location of word in question. This definitely steals time in the workflow, which we’re trying to improve!Does anyone have a solution or workaround for this? :)

191
cat_apac
alex_soria
alex_soriaHelper
asked in Product Q&A
Move work emails in CC to participant

Hi,  I’m trying to find a workaround to move work personal emails username@domain.com as participants when a customer is adding them in TO/CC along with our main domain support@domain.comI may have found a way to spot they are in CC and add them as participants, but I cant find a way to remove them from CC when someone hits on Reply to allUnfortunately this is a habit for some of our customers, and as the team is starting to use Front they dont always check everyone is CC resulting in Adding these agents as contacts in the conversations (which I havent found a way to remove - if there is a solution here please share)  Adding emails in different inboxes (a same conversation is in 3 or 4 different inboxes in different workspaces) Any workaround?

1054
PhoebeatFront
shelleyannc
shelleyanncHelper
asked in Product Q&A
SLA Applies tag

I am cleaning up our Front rules, and we have a rule where one of the criteria is “SLA Applies (tag) is added”. We do not have a tag by that name. Is this a function in the background where the SLA Applies tag automatically exists if SLA rules are created? I cannot find any help articles indicating this, but I did find an article referencing how to search for conversations where that tag was removed. I would greatly appreciate anyone pointing me to the correct resource.

502
shelleyannc
bcc
bccConversationalist
asked in Product Q&A
How to Exclude Holiday Hours from Metrics and SLA Calculations?

Hi Front Community,I hope everyone is doing well! I’m looking for guidance on how to manage our holiday hours in a way that ensures our team’s response rate metrics and SLA calculations are not negatively impacted on days when we are out of the office.Is there currently a way to configure holiday hours or exceptions so that these days are excluded from the overall metrics and individual performance tracking? If not, are there any workarounds or best practices that others have implemented?

573
sadie_mcdaniel
kmitch
kmitchConversationalist
asked in Product Q&A
Is there a way to search your calendar for a specific meeting?

If I put a meeting on my calendar, is there a way to search for that meeting somehow? Since there’s no invitees because it’s a meeting for myself, there is no conversation to search. 

642
kmitch
kmitch
kmitchConversationalist
asked in Product Q&A
Bump Conversation Workarounds for Individual Inbox

Has anyone found a workaround for how to bump up conversations or discussions that YOU have added a comment to? For example, I have a discussion with several colleagues, but every time I add a comment, it doesn’t bump it up to the top of my conversation list as unread. When they add a comment it does. I’ve been trying to find a workaround for this. Can’t quite do it with rules. 

538
kmitch
Kristen
KristenRookie
asked in Product Q&A
Can you add a calendar when using a shared inbox?

My team has a shared inbox but we would like to sync our calendars for keeping updated on when clients are being assisted or onboarded? I have not been able to find a way to to that. Please help.Thank you

261
sadie_mcdaniel
alex_soria
alex_soriaHelper
asked in Product Q&A
Conversation behaviour | UI platform

Hello I have several questions around UI and conversation behaviour when making changes:Conversation moving from one inbox to anotherI would like to ask for any good advice or work around to avoid the conversation to disappear from the page when making a change.i.e: I move a conversation from inbox A to inbox B - current behaviour. I stop seeing the conversation, as this one is moved from the inbox Im in.I’d like the conversation to remain on the page, as sometimes I need to add a comment, a tag, or simply review some informationMoving a conversation from one inbox to another (II)When a moving a conversation both status and assignee are changed. I have tried to create a rule to prevent these changes, however, something is failing -I have created a rule for Archived conversations to be moved but assignee and status remain the same  Macro is applied, however, conversation is reopened and then unassigned Help? xD As a summary, 1- how to avoid not seeing the conversation when making a chan

755
PhoebeatFront
alex_soria
alex_soriaHelper
asked in Product Q&A
Open + Sent emails View

Hi team, Is there anyway to create a view that combines: Open email sent TO domain@domain.com & SENT emails from domain@domain.com? This view is for a team for them to help them understand what actions have already been taken and avoid duplicated work.Thanks Alex

331
Isaiah
J
jelle
asked in Product Q&A
Own Chat Aliases for Visitors

When we receive incoming chats, the visitors get names like ‘Purple Lemur’, ‘Taupe Boa’,’Coral Lynx’ etc.I would like to upload our own ‘aliasses’ list, so I can change these names to more friendly names, or our products names for instance. 

261
shree_mundra
J
jelle
asked in Product Q&A
Chat Translate

When we have an incoming chat in say German, we would like to translate it to English. Then compose our reply in English, translate back to German.In the email channel this translate option is available, however not in chat. is this coming? We now need to copy paste in Google Translate multiple times..

181
shree_mundra
thespacebetween
thespacebetweenRookie
asked in Product Q&A
Setting rules as a delegate?

I’m a delegate for my boss’s inbox and I’ve been asked to create rules and automations for it. I already know there are certain things I can’t do as a delegate, like send emails as the person, but it doesn’t seem like I can set rules for the delegated inbox either. Does this sound correct? The best solution I’ve come up with so far is to write the rules myself and set them up while I am in my boss’s actual inbox. I just want to make sure there’s not some workaround I can do before I let my boss know. Thanks for the help!

771
Isaiah
meganatencamp
meganatencampConversationalist
asked in Product Q&A
Tips or Tools for storing customer information

For our enterprise customers, we want to store information that can be easily referenced in Front. Sometimes it’s structured information like the main point of contact on the account or it’s just general notes about customers like “this customer uses teams vs zoom.” Does anyone have any examples of how they’ve set this up with Front? Whether it’s pulling from a 3rd party or stored in Front?

1623
meganatencamp
kmitch
kmitchConversationalist
asked in Product Q&A
Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code. 

789
naila_nur
B
barnabasConversationalist
asked in Product Q&A
"Sent from Front" after signature

When customers receive my emails a text is displayed under my signature “Sent from Front”. Is there an option to remove it? 

893
justin
harry
harryHelper
asked in Product Q&A
Out of Office Auto Replies

We have discovered an issue with creating/using auto replies as Front will not run rules or auto replies if in the header there is code saying auto reply.  We did not pick up on this problem till the current holidays occurred and then as we dug into it discovered this occurs whenever we are out of office as per our settings.  Some emails do come in and they receive the auto reply as intended but it turns out many have buried code in the header that disables the auto reply.  How if possible are others dealing with this issue and is there a solution or work around?The "x-auto-response-suppress": "DR, OOF, AutoReply" is placed in the email header by the sending mail server specifically to prevent auto replies from being sent in reply to their messages. 

1081
PhoebeatFront
ade_akinbobola
ade_akinbobolaHelper
asked in Product Q&A
knowledge base

Hi everyone,We’ve been using Front as our central communication hub for a while now, and one feature I’ve been exploring is the Knowledge Base. We’re a customer support team for a SaaS product, and I’ve been thinking about how we can integrate our Knowledge Base into our workflows to improve efficiency and response time.Here are some ideas I’m considering:Automating responses with canned replies: I’m looking to create pre-drafted responses based on our knowledge base articles, so when a customer asks a common question, agents can pull a response with just a few clicks.Routing tickets based on article relevance: Using Front’s rules to automatically route tickets to the right team member when certain knowledge base topics are mentioned, to ensure that inquiries are resolved by the most knowledgeable person on the subject.Internal collaboration: Having team members refer to knowledge base articles directly in Front’s conversation threads to resolve issues faster.I’d love to hear how other

1131
E
ido
idoRookie
asked in Product Q&A
starting a whatsapp conversation?

Hi All,we have integrated our business whatsapp (not through) Twilo and I was wondering how can I initiate an our going conversation? Thanks, Ido 

732
ade_akinbobola
Front User
Front UserFronteer
asked in Product Q&A
Show accounts pinned on your sidebar

Hi, Is there a way to show accounts pinned on your sidebar without making a tag?

1273
cat_apac
benc
bencEnthusiast
asked in Product Q&A
Reconnecting Google

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect.  When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again. 

2012
G
Kristen
KristenRookie
asked in Product Q&A
What is the best way to go about different time zones in the same company?

At my company we have a group of several people working in different time zones. I would like to know how I can automate a response timer that would work for everyone individually without having to automate a separate rules for each member?

561
cat_apac

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