Product Q&A

The update this morning seems to have moved the Archive folder? Where did it go? 

I have found the Inbox When Ready extension for Gmail extremely valuable in preserving my focus against compulsively checking my email and getting distracted, while still enabling me to look up past emails when needed. Is there any way to recreate that functionality in Front? Viz., create a barrier to checking my Open emails (a 10-second delay for instance would be amazing) while still allowing me to compose and search? 

Sometimes I receive an email with a numbered or bulleted list where the text does not wrap at the end of my screen, so I have to copy-paste it to another program in order to read it. This occurs both when viewing the email in an external email or when viewing it in the main app (see screenshots below for examples)Is there a way to force all text in received emails to be wrapped? If not, would you please consider this a bug report / feature request.  

Why introduce a new UI that requires 5X more clicking? 

Hello,I’m quite disappointed with the service we've received from Front recently. We transitioned our main business communications to Front from another provider following a successful trial earlier this year. One of the key factors in our decision was the availability of live chat with a real person—we tested this during the trial and consistently received responses within 30 minutes or less for multiple queries. This level of service continued for the first few weeks after onboarding.However, the live chat was subsequently removed, first replaced by a bot, and now by a message board-style system where issues are posted. The responses we receive are often brief and generic—resembling AI-generated replies—with a couple of unhelpful sentences followed by a link to an article. It’s been genuinely disappointing. We carefully evaluated several options before choosing Front, and we now feel somewhat let down.Additionally, the recent update has introduced issues with external tagging and cha

If you aren’t going to give us the new version back, at least give usmore contrast in both the light and dark versions! search bar at the top “compose” more obvious discussions…??? because, no really, WHERE ARE THEY

It is pretty clear that no one likes the new update.  Please provide options to return to the old interface.

Hello, is there a way to activate notifications in the top bar of new front like we had in the old front? This is a super important feature for us.Thank you,

My team is mostly on Macs and the consensus is that this update is a step backward. No one likes change I get it but this is not the change we needed.How do we go back until you guys sort out these issues?

We want to Sort Archived Messages by Date Received, NOT ArchivedBeing able to have an option to sort Archived Messages by the date the message was originally received would be super helpful.  I don’t see that option existing, but wanted to ask, in case we’re missing it.  If it doesn’t exist, I’ll definitely be putting it in as an Idea for a future feature. 

Is-it possible to add a private note in a thread when they are several suscribers ? (like a private remimber note) Thanks !

My main channel is a Google Workspace account. Ultimately, I want to be able to WhatsApp my Front contacts. In order to get a contact into WhatsApp, I think I need to get it onto my iPhone. My iPhone automatically syncs with Google Contacts in my Google Workspace account. However, when I add a contact to Front with a phone number, it does not transfer to Google Contacts, and thus it does not get into WhatsApp. Is there a way to get Google Contacts synced with Front on an ongoing basis? 

I receive a high volume (daily) of purchase orders from a DNR sender. The new development of a started draft reply to those emails by AI in Front is unwanted, unneeded and now requires an extra step of my tasks to discard the drafted reply email.  When the platform changes gets locked in in the next few days (unfortunately), I sure hope the AI draft suggested reply can be turned off. This is an assist that I do not need and actually adds to my process to decline. 

The current process for creating rules feels a bit cumbersome. Right now, I have to manually note details like the sender name, subject line, and other fields, then leave the message, navigate to Settings > Rules & Macros, and input everything from scratch.It would be much more efficient if I could create a rule directly from an individual email, with fields like the sender, subject, and other relevant data pre-filled. A simple "Create Rule" option in the message view would significantly streamline this workflow.Thanks for considering this — it would be a huge time-saver for power users like me.

As a new Front Admin I am enjoying toying around with the new experience in Beta and learning about the changes before the official launch. I am wondering how others might be getting their users to try it out on their end and provide any feedback they may have. Personally, I like the idea of trying things out while I can still go back to an old version but that’s not a universal thought process, especially for power users who might be resistant to any changes. 

The new interface introduces many positive changes—great work on that! That said, the plugins sidebar seems to have been somewhat overlooked. With the redesign’s clear emphasis on keyboard shortcuts (which I really appreciate), it’s surprising that there’s still no way to navigate or interact with plugins using shortcuts. Maybe I’m missing something? Or is this something that might be addressed easily?

I was able to archive my emails easily like the last UI, but I cannot find the archived folder. Edit: I eventually found it under the "Done" section in the navigation. This isn’t intuitive at all. Why change the language around it?

Hello, how can i delete a Help Center? 

Hello, With the new Front upgrade it is much more key stroke driven which is fantastic if you are using a gaming mouse with numerous macros. Is there a master list of all the key stroke functions within Front? Harry

Hello, We have a new employee starting soon and wanted to ask if there is a way we can add load balancing with the Round Robin already in place. 

Hi All,I was wondering if any of you are using the beta for the streamlined inbox experience and how you are finding it.My first thoughts on it was that it was a cleaner look, however after using it some more I can see that it may marginally increase the time worked on in emails.I have found the new look involves more mouse clicks to navigate to simple tasks such as tagging and searching. The ability to quick view linked Jira tasks now also involves clicking into objects.I know I can utilise keyboard shortcuts for a number of these workarounds, but I was wondering what you thoughts on the new look is and how you are navigating this.Regards

Hello, I thought today was the day for the new In Box update and revamp of Front? Did I miss something? Harry

Hi All, I am wondering if it is at all possible to apply a rule template to an already created rule by modifying it. I have a large number of rules created from scratch and seeking to know if I can apply a specific rule template to it. I can see the conditions of the rule template but those options are not available to me in the rules that have been created by scratch.I know the simple solution would be to create a new rule but this is not available to us due to the amount of rules already generated, also deleting an existing rule and recreating is not available to us. Regards

My team and I are trying to find ways to use our AI answers exports to inform the needed updates to our knowledge base to then in turn improve our AI resolution rate and reduce the amount of emails coming into our team. I’m curious if any has found an effective way of doing this, whether it’s using Front’s offerings or supplementing with outside tools?Any thoughts or suggestions are appreciated!

Recently transitioned to front after 5 years with Trengo. I am looking for someone to consult with me to make full use of front and to streamline our communications.  TBH my hard drive is full and doing a brain format is not possible.  I have more pressing matters to attend to so would prefer to hire someone experienced in setting up front to work better for me and save myself the stress and learning curve. Fairly straightforward use for us so I think someone with knowledge and experience could tune us up quickly.  If you are anyone you know would be interested please drop me a message.  Would really appreciate it.