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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.

251 Topics
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251 Topics

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Newest first

alejandro_castroFronteer

asked in Product Q&A

New Ticket system

Regarding the new ticket system shown during the latest Frontline Presentation, do you have any documentation on this?

1172

3 months ago

jeffroehmConversationalist

asked in Product Q&A

You have exceeded your Office 365 storage quota

Unable to send emails in Front. Getting error that we have used up our Office 365 storage quota, but when we look at Office 365, we are well below our storage limit. Is there an issue on the Front side?

452

3 months ago

MariaCRookie

asked in Product Q&A

Snoosing for different time zones

Hi Front team,Our team operates 24/7 on a rotating shift basis, but our clients and partners are often unavailable outside their normal working hours. We frequently need to snooze conversations until their morning hours, which requires calculating time zone conversions.To simplify this, we decided to use your 'Add snooze' feature for different time zones. It works well for time zones behind us (e.g., US Pacific), but not for those ahead (e.g., Asia Pacific) since snoozing for a particular hour (not a number of hours from now) is only available for the same day, not the next. Can you please add a feature of setting up 'Add snoose' for the next day?Or even better to snoose according to Zulu time?

392

3 months ago

elisa_gibertRookie

asked in Product Q&A

Export - Message templates

Hi, Do you know how I can export my message templates in a .csv file ? Or any other way to export our templates ?Thanks for your help !

761

3 months ago

EnzoVRookie

asked in Product Q&A

Help with Duplicate contacts scan

Hello everyone,We are using Front in a B2B context with multiple clients who operate in the same B2C market. As a result, some of their end customers are shared and have the same phone numbers and/or email addresses.Our issue is that when importing contacts, these shared customers are automatically merged by Front, even though they belong to different accounts and are technically distinct customers. Has anyone encountered a similar situation, and how did you manage this to avoid unwanted contact merges?Thanks in advance for your advice!

501

3 months ago

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.

741

3 months ago

cdisc1Conversationalist

asked in Product Q&A

Dynamic Variables - Filtering Groups

In a dynamic variable for a rule, I’m looking for a way to filter a group by another group, and I’m struggling to figure out how to do this with the existing options.Essentially, I have two groups of teammates: Group A (specific teammate group) and Group B (participants). I want a new group that is everyone in Group A that is NOT in Group B.The goal is to limit duplicate notifications for a single conversation by notifying only the members of the specific teammate group who are not already subscribed. Mobile notifications can become very noisy when a team member is already subscribed to a conversation and then receives further notifications for the same message because of triggered rules.

393

3 months ago

jeffrey_herrinEnthusiast

asked in Product Q&A

Urgent-Team Cannot Email- Unknown email error

Team is receiving a draft failure unknown email error when trying to send emails?

zdaoRookie

I have found document on how to share your calendar with others in order to also see them in Front. However, does Front offer calendar delegation and if so what types of delegation does Front offer (full access, invite only, etc.)?

821

3 months ago

henreRookie

asked in Product Q&A

Whatsapp Reaction and forwarding display

Hi, We use Numbers for our whatsapp communication and some of our clients use a emoji on a question or even sends only an emoji as a responds. This only shows blank on FrontSimilar, when a client send or forwards a previous message in the same chat this just shows as a blank. Is there a way to show the emoji’ responses or the forwarded messages?

BenSlidesRookie

I need a way to reduce the amount of messages sent to our customer support team. For that, I want to create a quiz on my website, that answers user questions before they are able to contact me with a contact form. Only when a certain path thru the quiz is taken, a contact form becomes visible that submits tickets to our Front Inbox. Do you know a solution for that?

313

3 months ago

Libby_RoyalConversationalist

asked in Product Q&A

Best platform to integrate for SMS messaging?

Hi! My name is Libby and I work for a property management company. We are diving into utilizing Front as a communication solution for our Owner Liaison team (aka client relations team), who work directly with the home owners for our rental properties. We currently operate using individual cell phones and personal phone numbers. While this works just fine for us in the day-to-day, it creates challenges when a team member leaves or a home is assigned to another team mate. We want to incorporate a platform that will sync with Front for calling and texting with owners, so we have a reference record of those communications as well.We are looking into Dialpad, but that seems to require all of the team to change their phone numbers or go through a lengthy porting process.Does anyone use a program that allows you to use an existing phone number for this purpose?

2942

4 months ago

robertsaundersConversationalist

asked in Product Q&A

Holidays/special days in business hours?

Hi there, We’re super happy with the ability to be able to set business hours and have SLAs/automations (like auto repliers) work based on them. The only thing we’re running into now is there’s no way to account for special days or holidays when configuring our business hours. Google solves for this by adding the ability to configure one-off day schedules (see below). Is there any way or plans to support special hours?

916

4 months ago

helenaCommunity Manager

published in Product Q&A

Dynamic objects AMA: pull info from any system into FrontAMA

Did you know you can pull in information from your third-party systems directly into Front with dynamic objects? Simplify and automate your communication workflows using the orders, shipments, accounts, and other business objects that your communications center around.If you’re curious to know more, you’ve come to the right place! We have our Product Manager @robby_p here to answer all your questions about dynamic objects and how to use them with your systems. 📹 Here’s a demo showing dynamic objects in action and how to set them up: If that looks interesting to you, you can use these additional guides to help you set up:How to create dynamic objects Create dynamic objects with third-party dataAnd now, fire away with your questions below! This could get technical depending on how deep you want to go, so we welcome all your questions as you’re setting up, or general questions about how you might use this feature. Robby will answer them all on Tuesday, December 5 (but questions after tha

140920

4 months ago

veronicaConversationalist

asked in Product Q&A

Outlook e-mails not showing up in Front

We currently using Front for e-mail communications. We have received calls from clients indicating that they have sent e-mails to us, and we do not receive them. To confirm, we go into Outlook and there are e-mails from our clients that have not been pushed to Front. Has anyone else experienced this? We are trying to only use Front for both internal and external communications, but if certain e-mails are not coming through, we will be forced to check Outlook periodically as well and that is inefficient. If anyone has had this issue, what did you to resolve it? We need help.

962

4 months ago

kevinrHelper

asked in Product Q&A

Stop conversations unassigning on inbox move

Hi All!Is it possible to stop front unassigning a conversation when it is moved from one shared inbox to another? We use inboxes to track workflow so it is confusing those on the team when they move their conversation to the next step in the flow (the next inbox) and it unassigns itself from them.Thanks in advance!

472

4 months ago

amberlybEnthusiast

asked in Product Q&A

Draft Emails Deleting

Hi all!I’ve noticed that, when I reply to a new message in a Front thread, it clears any draft I currently had (i.e, if a new response comes in while I am drafting an email). Is there a way to undo when a draft is cleared or a way for this to not happen at all?Thanks!

781

4 months ago

athomasHelper

asked in Product Q&A

Macro Feature - Signature

I just recently started creating Macros for my team and one thing that we noticed is that when we respond to our customers using the macro function (using one of our templates) it does not use a signature. Is there any way that when replying using the macros that it defaults to the user signature? Example below: We would like to see our company signature after “Thank you for your patience”

Best tool shared inboxes

What is the single best Front tool you use for effectively managing shared inboxes?

392

4 months ago

CandiceRookie

asked in Product Q&A

Getting contacts from Front into Pipedrive

Our company is a long time Front user but we are now hiring a Sales Team and trying to Integrate Pipedrive. We’re trying to figure out the best way to get our contacts into Pipedrive with the least amount of manual entering. Any suggestions or tips on how to do this most effectively?

191

4 months ago

b_pozziConversationalist

asked in Product Q&A

Formatting options in rule set

Hello,As you have put a restriction in number of rules, I tried to create set of rules to reduce the unique rules.Formatting options are available for unique rule as you can see below, but are not available for rule sets. I cannot organize properly auto comments in rule sets. Line break is not possible and all information are completely mixed.Unique rule: Rule set: How can I arrange that? Have you planned any correction?Best,Benjamin

1093

4 months ago

marcus_petersonEnthusiast

asked in Product Q&A

Vertical Monitor set up

Hello, Some of our associates prefer having their monitor set up vertically for the monitor they have email open on. In Outlook, you can change the reading pane to be on the bottom instead of the right, making it easier to read. Is there any way to change the orientation of things in Front?

1813

4 months ago

heather_hendricksConversationalist

asked in Product Q&A

Using Dialpad with Front

What are the benefits of using Dialpad with Front? I’m mostly looking for a feature we can enable for SMS messages, but am interested in learning other possibilities. Is there an article I can read more about this?

1583

5 months ago

marcus_petersonEnthusiast

asked in Product Q&A

Dynamic Objects with Mcleod TMS

Greetings, I understand that Front supports the integration of dynamic objects with TMS software. However, I would like to inquire if it is specifically compatible with McLeod TMS for our company's use. Thank you for your assistance. Best regards, Marcus

934

5 months ago

stella_ighodaroEnthusiast

asked in Product Q&A

How to Send Bulk Messages

Hello, We are currently having a downtime and need to send the same message to everyone who has contacted us. Is there a way to send a bulk message in Front?

1581

5 months ago

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