Product Q&A

My signature line has disappeared and I cannot find a place within Front to work on this

How does Front work with Microsoft DLP, aka Purview?  For compliancy, outbound messages need to be scanned for sensitive information, leakage, and security.  Also, things like labels for content, etc.

Hey Front Community! 👋I’m curious to hear how others are approaching Rules in Front. Have you found it easier to create rules based on custom fields at the account level or the inbox level?What has worked best for you? Have you run into any challenges with either approach?Thank you!

Will it be possible to integrate our Telus phone application into Front ?

Hello, Are there limits to the two levels of Admin types? What I mean is how many workspace Admins and how many Company Admins are permitted in a given plan?

Hello,I like to think that I am pretty well versed in Front. But I was trying to create a message template for an email that I have to send out weekly/biweekly/etc and noticed that it has a subject option but does not allow you the option to preselect whom it goes to?I am kind of big into saving time. 😊Sometimes I send these emails to the same group of people and thought that if that wasn’t something that exists for message templates maybe it could be added?Thanks,Brandy Ferguson, CFEAn Veritas Accounting

I’m doing a name/email address change for one of my Microsoft 365 users.  They have a user mailbox in Exchange, but a shared mailbox in Front.  Should I… One, do the name/email address change in Microsoft 365 and hope everything syncs over to Front and hope for the best? Two, should I delete the Teammate, Inbox, Channel, and Rules associated with that user and start from scratch? Or three, is there something else I should be doing? Thanks!

Hi everyone!I have tags saved in sidebar for quick access to the list of emails per tags. However, i noticed that archived emails with tags are not showing up on those sidebar list. Is there a way to include Archived emails (with tags) in the sidebar?when i search for the tag in the search box [TAG: XXXX] it would show all the tags despite of being in Archived. Essentially i am wondering if the sidebar tags can work the same way.  

Hey team, we’re absolutely loving Front so far, but are having some pretty big adoption issues on the Calendar (getting people out of Outlook) due to the lack of the ability to forward an invite that isn’t created by the user. I know if the user owns the meeting they can edit details and add a participant, but often we forward external meetings and/or internal meetings that aren’t owned by the user. Has anyone figured out how to handle this use case? Or @Support can we prioritize please :)!!

This is a mobile app only issue.After successfully signing in with MS Outlook on iPhone, I get the following error:You can’t get there from hereYou must use Microsoft Edge to access this resource.Since I am not about to install Microsoft Edge, I’d like to know if there are any other ways to log in. F.ex. by associating a Google Account with my Front App account? Note: I have no issues logging in with the Desktop App. Update: A quick work around is to use the email / password sign in.

Currently when someone comments on our Facebook story with an emoji/reaction it gets picked up on our system and gets tagged as a “member problem”. We want our members to be able to message us with an issue and we’ve got trigger words that activate that. We can’t just turn off all Facebook messages/reactions as we need to reply to some of them. This is where it gets tricky. We also have a rule where if the “Conversation Subject doesn’t contain: mentioned you on an; Commented on your; “ then add Member problems. We found this stops comments on Facebook posts flooding our views.   What we’re finding is when we put a post up on our story and it gets a reaction really quick. People are messaging in and it just floods the “member problems” view with these messages. We then have to manually go through and add a tag to separate the different types of messages.  Is there a way to separate a reaction/emoji from a genuine message?Is there also a way to put messages in our Facebook Group into it’

Hey team, we are in the process of rolling out Front for our company. We have some employees that have been users in the past. Currently, we are trying to decide if we should leverage workspaces, various inboxes, or rules for assignment. The employees that have used Front before used the same shared inbox with other distinct teams that are on the same client account. However, they mentioned the assigning can be quite burdensome. What would you recommend here?

In addition to the CSAT, which is great, is there a way to track or infer customer sentiment in a particular email?

I save Most of my files to my Company SharePoint Site,  and when I try to attach a File the only options are  from my Computer or Google.     Wonder if there is a way to select from the Company SharePoint site. 

Hey Front Community! 👋When rolling out tags in Front, did you take a phased approach—starting with a few and refining as you went? Or did you launch with a more defined set of tags from the beginning, knowing they might evolve over time?What worked best for your team? Any lessons learned or strategies you’d recommend?Thank you!

Hello,  Is there any way to embed in a knowledge base article other than the limited video/inline photo? Our Ops team has hundreds of “How-to’s” created using Scribe, and it appears that I will only be able to link it in the knowledge base article, not embed it. Is that true? If so, is there any ETA on when that may be possible (I know the KB is on the “newer” side)We would prefer to stay within Front and expand our users in the company to it but may be forced to buy an outside knowledge base depending on the capabilities.  Appreciate any help! 

We are looking for ways to organize both our personal inboxes and shared inboxes. We would like to be able to see unread messages first/at the top of the inbox. We also would like for shared inboxes to have send settings. We do not want emails to archive when we reply to them.  

Is there a way we can turn off the ‘conversation view’ setting so when replies to an e-blast come in, they’re not all grouped together under one thread? 

I am trying to create a rule that will follow up an archived email, in a specific mail box, after 7 days with a reminder to respond to a quote.  The rule runs but replies to me instead of the customer…. Anyone help?  

Receiving and sending the personal information of our customers is a critical part of our work and we’ve experienced challenges with encrypting both the body of the message as well as attachments.  How is everyone else achieving this?

Howdy, I am a new Front user and didn’t see where we can add Holidays to the Business hours rules.  Can someone please guide me where to go.  Thank you. 

Hello,Simple question that from what I see can not been done. In an accounts description can a star be added? We would like to include a 5 star rating system into our accounts descriptions. Maybe this is for the idea section or someone has figured out a way to enter something other than text into an account description.Thanks,Harry

My company is finding too much overlap between how Slack and Front are used, and would like to streamline everything into Front. Has anyone else done this? If you did, what were some of the ways you customized Front to allow for more casual type conversation that wasn’t about a specific customer or project? 

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.

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”?