Product Q&A

Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example: When customers ask about ‘international roaming,’ we paste the same guide repeatedly Questions about ‘data limits’ require digging through articles We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have: How do you balance automated suggestions with personalized replies? Can we trigger articles based on factors like a customer’s plan type? What metrics best show if this actually reduces reply time?

We have multiple lists that serve different purposes. I’d like to identify all of the lists with a specific word in the name and add them to a master list. I don’t see a way to add a list to another list, and even if I exported the list of shared contacts, it doesn’t look like it would indicate what lists they already belong to. Any suggestions?Use case example: Add all the groups with “Software” in the name and add them to the Business Continuity list to create one master distribution list.

Hi! We’re a small wireless team of five supporting 2,000+ customers. We use Front to automatically flag emails about service outages when customers use phrases like ‘no service.’ But we’ve noticed many urgent reports slip through when people describe problems differently, like ‘can’t connect’ or ‘no signal.’Right now, our team manually checks these emails during busy periods, which delays responses to real emergencies. We’d love advice or any examples of how you handle this.

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns? This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.

Hi Front team,We’d love to request a feature that allows users to tag entire teammate groups (e.g., @payments-team, @customer-support) in comments or notes within a conversation.Right now, we can only tag individuals, which limits visibility and creates communication gaps when collaboration is needed across functions or shifts. Especially in high-volume scenarios or when handling complex bookings and endorsements, being able to tag a group ensures nothing slips through the cracks, even if specific teammates are out of office.Suggested functionality: Allow admin-created groups to be mentionable with an @ symbol. Teammate groups should receive a notification, just like individual mentions. Group tags should be manageable from the team settings. This small enhancement would significantly improve team coordination and reduce manual steps in reassignment

Hi All,  Not sure if this was part of the recent changes, or if I clicked something accidentally to get the submenus. Any help would be appreciated.   

Hi, is there a way to get Front to show you which email address returned or bounced when you have sent to multiple addresses? I get the following message “A message failed to be delivered dropped /Bounced address” but I don’t see which email it failed to be delivered to. 

Hi all, I wanted to ask if anyone has faced the following problems when it comes to integrating WhatsApp.The below error is what I am getting; is there a way of solving this issue? 

Hi there,We’re a small team and half of us have a break in the logo that’s been working fine in our signatures for years. Any ideas? The code appears consistent across the team.

I’ve been using the sequencing feature to do some marketing / sales outreach. The last round of sequences I sent out went to around 800 contacts in total and I had no issues with bounces or spam.This time around, the email we were using got marked as spam by Microsoft just before the last sequence went out and they all bounced. Has anyone run into this before? Any recommendations on where to go from here? The sequences we build for the next couple of months are supposed to be sent with this email. 

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

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.