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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.

  • 283 Topics
  • 682 Replies
283 Topics
romainberard
romainberardConversationalist
asked in Product Q&A
Incoming - Outgoing Emails differentiation

It is not easy to see the difference between an incoming email and an outgoing one.Is there a way to make it more obvious ? Maybe using colours ?

2137
Luke
Nikki
NikkiConversationalist
asked in Product Q&A
does front offer BIMI? (Brand Indicators for Message Identification)

Everyone seems to be talking about BIMI for better brand recognition and verification/ trust for those receiving your company emails. Does front offer BIMI within the app? or is there another way of implementing it?

251
patrick_v
Colin
ColinRookie
asked in Product Q&A
Syncing delays

My company is still working through the initial rollout of Front, and for the most part it is going well. We have some users complaining of a delay between emails hitting their old Outlook client through an 0365 channel and showing in Front. We’ve done some testing and have not been able to replicate.  I found some discussions on SMTP rate limiting, but I am curious-- are delays with retrieving emails from O365 a known issue?

791
D
bcc
bccConversationalist
asked in Product Q&A
Exporting Email Templates to Excel for Cleanup?

We have a large number of email templates created by various employees over time, and we want to clean them up. It would be more efficient if we could export the templates into an Excel sheet for easier review. Does anyone know how this can be done or have alternative suggestions? This would be a huge time-saver for our team. Thank you!

1102
bcc
jacobbay
jacobbayConversationalist
asked in Product Q&A
Ability to see how many conversations are under the Open and Waiting tabs

The ability to see how many conversations are under the Open and Waiting tabs. Preferably directly in the interface. This is quite critical for us in customer service management.Would it be possible to add this?  

673
Javier - Developer Relations
marc
marcConversationalist
asked in Product Q&A
Send to Slack - Create Link in Conversation

I am trying to link the Slack message created by the Send to Slack option, but I cannot figure out how to do that. I would like to either see the Slack conversation in the Front conversation or, at minimum, see a link to the Slack message in the Front conversation. Is there a way to do that?  

1101
cat_apac
john_postiglione
john_postiglioneRookie
asked in Product Q&A
Snooze when a specific tag is applied

I am looking to snooze conversation when a specific tag is applied.  I cannot seem to find a way to set this up.   Can this be done?

411
PhoebeatFront
Diane
DianeRookie
asked in Product Q&A
individual macros

Will macros currently set up in the team inbox eventually be allowed to use in individual inboxes? Our customer base tends to first reach out to the CSMs first and we are trying to transition them over to our Support team so responses are quite repetitive during this transition period and having macros that are currently applied in our shared inbox be allowed to be used in personal inbox would be very helpful 

971
PhoebeatFront
helena
helenaCommunity Manager
published in Product Q&A
Frontlines 2024 AMA: Your questions answeredAMA

We received a ton of great questions in the live chat during our Frontlines event, so we wanted to ensure we share all that information with our community!  Scroll down to the comment section to see all the Q&As — we’ll continue to update this post if we receive more questions, so make sure to click the Subscribe button to follow along. ❓ Have additional questions? Add a comment and we’ll answer those too. P.S. Don’t forget to check out the cheat sheet post with all the resources from Frontlines!

15414
helena
justin_oneal
justin_onealRookie
asked in Product Q&A
Talkdesk Integration Uses

Hello all, I am working on setting up an integration between Talkdesk and Front.  It seems this will allow me to pull in call data from Talkdesk, but I was wondering if anyone else is using this integration and what are some of the best use cases you’ve found with this integration. Thanks!

290
justin_oneal
alejandro_castro
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?

1302
helena
jeffroehm
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?

1512
jeffroehm
MariaC
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? 

452
JohnW
elisa_gibert
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 !

1561
cat_apac
EnzoV
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!

601
Isaiah
cdisc1
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.

1273
justin
jeffrey_herrin
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?

2116
JohnW
zdao
zdaoRookie
asked in Product Q&A
Calendar Delegation

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.)?

951
cat_apac
henre
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?   

412
domkrpan
BenSlides
BenSlidesRookie
asked in Product Q&A
Pre-Form Quiz

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? 

363
JohnW
Libby_Royal
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?

3992
jeremyb
robertsaunders
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?  

1126
JohnW
helena
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

142620
Javier - Developer Relations
veronica
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.  

1172
veronica
kevinr
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! 

562
kevinr

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