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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.

  • 301 Topics
  • 715 Replies
301 Topics
harry
harryHelper
asked in Product Q&A
Data retention without access using macro

This may be a long complicated question but we are hoping for a simple answer.  We have emails coming in that need to be escalated to a higher tier.  We have a macro that performs the flow of tagging, moving and assigning which works correctly.  We want to capture the analytics from the higher tier which the macro allows but we also want the source to retain access to only the original inbound email.  The original email comes in to our team and they determine if it needs escalation and activate the macro.  We would like the original email to be retained by the team should they need to reference it.  At the higher tier there may be confidential material we do not want the team to access but so far all our efforts show the emails are connected and data is shared across them.  So how do we allow one team to retain a source email only and not have access to the escalated email while using a macro?

211
Sadie
Michael_B
Michael_BConversationalist
asked in Product Q&A
How are you managing your TikTok messages?

From what we can tell, there is currently no way to link TikTok messages to Front. A handful of other apps are starting to do this. Curious how the community is dealing with messages from TikTok?

913
Michael_B
rachid
rachidRookie
asked in Product Q&A
Create customized reports in Front to track team activity and assess productivity.

Hello, I hope you're doing wellI've just read all the details about the reporting part in Front and would like your help.What I noticed is that Front calculates the number of messages. My question is: does “message” in Front only mean an email, or does it encompass something else?To give you some context, we're a company and my job is to create custom reports for the business. I want these reports to give me more visibility into the team's activity. My goal is to be able to generate a report that gives a clearer picture of the team's day-to-day activity. For example, how many mails have been received and processed, the period during which the number of mails has increased or decreased, how many mails have not yet been processed, and any other details enabling me to assess the team's productivity during the day.Can you tell me how to go about creating this type of customized report?Thanks. 

401
cat_apac
ncimino
nciminoConversationalist
asked in Product Q&A
Reset Front user password?

Hello - Is there a way as a Company admin to reset a user's Front password?

1401
H
riccardo_migliori
riccardo_miglioriRookie
asked in Product Q&A
Sentiment based dynamic SLA

Hi, is it possible to dynamically change the SLA for a conversation based on the sentiment of the messages?

281
PhoebeatFront
riccardo_migliori
riccardo_miglioriRookie
asked in Product Q&A
Maintaining filters when looking for specific rule in a set

Hi, can’t the filters I set when i look for a specific rule in a large set remain active if I open one and then go back? Otherwise I always have to insert them again.

391
PhoebeatFront
lindsey_biggs
lindsey_biggsConversationalist
asked in Product Q&A
Rules stopped working

Hi guys!  Some of our rules have stopped working. Any idea why this might be, and how to restore their functionality?   

1918
ncimino
harry
harryHelper
asked in Product Q&A
Domain based rule

Is it possible to create a rule based on a domain only?  We receive emails from Facilities which have numerous staff emails that are all based on a single domain.  We would like to create a rule based on one domain for a facility and not a rule for every staff email from it.

412
harry
Felipe
FelipeRookie
asked in Product Q&A
Branch by Visitor Data Doesn't Work

I have created a chatbot conversation flow using the "Branch by Visitor Data" blocks. However, the conditions "If Name exists" and "If Email exists" always evaluate as true, even when I initiate a conversation from an incognito window and no name and email are passed during the chat initialization. Additionally, in some cases, customer names are prefilled with a UUID string.This chat is running on top a Shopify store and no matter if a customer is logged in or not, the message in green is aways presented.How can I avoid that issue? 

931
Sadie
harry
harryHelper
asked in Product Q&A
Taking out the trash

Is it possible to take out the trash?  There seems to be no way to delete the emails in the trash bin or clean it up.Thanks,Harry

1025
PhoebeatFront
kevinr
kevinrHelper
asked in Product Q&A
Windows 11 Native ARM support

About to order a Snapdragon powered surface laptop 7, Is the front Desktop app setup to natively run on ARM on windows? 

2225
kevinr
sharifah_zanaruddin
sharifah_zanaruddinConversationalist
asked in Product Q&A
Bot

Hi, How can bot help in Front? Thank you,Sharifah

721
cat_apac
irina
irinaRookie
asked in Product Q&A
Report by visitor source URL

How (if possible at all) can I get a report for Conversations (live chat) by visitor source URL?

1391
patrick_v
Ben Durot
Ben DurotConversationalist
asked in Product Q&A
Export contact by email adress instead of names

Dear Front Community, When I export the contact list from the “Customer satisfaction” tab on a desired period of time, the contact column displays a mix between names and email addresses. This is hard to filter and generate graphs.Do you know if there is a way to dislay ONLY email address in the contact column? Thank you very much for your help.Cheers,Ben

483
Ben Durot
hcantor
hcantorRookie
asked in Product Q&A
Moving Emails in Front

When an email in Front is moved to a different inbox and that new inbox replies to the original inbox it was moved from, that email does not make it to that original inbox. Instead, a copy of it comes back to the second inbox it was moved to. Other than forwarding as new conversation, is there a workaround?

1031
cat_apac
Tym1000
Tym1000Helper
asked in Product Q&A
Best idea for email escalations.

     Hello everyone! Currently we have 1 main shared inbox, with rules that split the different emails between two teams. The main team is hourly and is consistently completing emails while in available status. Our second team is salary and takes care of specific types of emails and ones escalated by the first team. Each email that needs to be escalated (to the second team) goes to a specific “primary” person that is designated for that department’s emails. However we have noticed that when the primary person is out, it sits in their inbox, which causes a delay in response. We want to build an automation that will automatically reassign the email to a secondary person after a set amount of time. Is there a good way to do this with automations/macro buttons. Or should I set up a new inbox just for them? Will an SLA automation work when we already have one set up for the inbox? Sorry for such a long question. I appreciate the help!

782
helena
Marvin K.
Marvin K.Enthusiast
asked in Product Q&A
Cannot save Views in Analytics

Hi,Since my Front role shifted to Company Admin, I am not able to save a View in Analytics.I add a new View, and choose my filters, and click save View.Once I type in all the necessary information, the pop-up closes, and the View is not saved.If I want to go back to the Default view, it asks me if I want to save or discard changes.Log out and log in did not work.Does anybody have an idea, please?

161
Sadie
Deeya
DeeyaConversationalist
asked in Product Q&A
Does Front have a feature to translate emails and send back translated emails in that other language?

Hello! Just wondering if you are able to translate emails sent in another language with any feature already in Front and better yet if you are able to reply back and have it translate to whichever language the message was sent in? 

1194
Nathan Rutherford
Tym1000
Tym1000Helper
asked in Product Q&A
SLA not starting on any email with a CC.

Hello, Currently we have a Microsoft form that submits a template into an email channel for our shared inboxes. For some reason any email sent into front with a CC, stops the SLA rule from starting(No timer shown). Wondering if anyone else has experienced this and/or has a solution? Thanks!

461
cat_apac
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 ?

2177
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?

271
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?

1091
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!

1132
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?  

693
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?  

1141
cat_apac

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