Product Q&A

Hey there!My team is currently creating a knowledge base in trainual.com. I was wondering if anyone could share some insight on how I could import this knowledge base into Front.com without just doing it manually. 

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?

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. 

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

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

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.

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

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.

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? 

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

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

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

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

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

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?

     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!

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?

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? 

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!

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 ?

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?

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?

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!

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?  

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?