Product Q&A

Hello I have several questions around UI and conversation behaviour when making changes:Conversation moving from one inbox to anotherI would like to ask for any good advice or work around to avoid the conversation to disappear from the page when making a change.i.e: I move a conversation from inbox A to inbox B - current behaviour. I stop seeing the conversation, as this one is moved from the inbox Im in.I’d like the conversation to remain on the page, as sometimes I need to add a comment, a tag, or simply review some informationMoving a conversation from one inbox to another (II)When a moving a conversation both status and assignee are changed. I have tried to create a rule to prevent these changes, however, something is failing -I have created a rule for Archived conversations to be moved but assignee and status remain the same  Macro is applied, however, conversation is reopened and then unassigned Help? xD As a summary, 1- how to avoid not seeing the conversation when making a chan

Hi team, Is there anyway to create a view that combines: Open email sent TO domain@domain.com & SENT emails from domain@domain.com? This view is for a team for them to help them understand what actions have already been taken and avoid duplicated work.Thanks Alex

When we receive incoming chats, the visitors get names like ‘Purple Lemur’, ‘Taupe Boa’,’Coral Lynx’ etc.I would like to upload our own ‘aliasses’ list, so I can change these names to more friendly names, or our products names for instance. 

When we have an incoming chat in say German, we would like to translate it to English. Then compose our reply in English, translate back to German.In the email channel this translate option is available, however not in chat. is this coming? We now need to copy paste in Google Translate multiple times..

For our enterprise customers, we want to store information that can be easily referenced in Front. Sometimes it’s structured information like the main point of contact on the account or it’s just general notes about customers like “this customer uses teams vs zoom.” Does anyone have any examples of how they’ve set this up with Front? Whether it’s pulling from a 3rd party or stored in Front?

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code. 

When customers receive my emails a text is displayed under my signature “Sent from Front”. Is there an option to remove it? 

We have discovered an issue with creating/using auto replies as Front will not run rules or auto replies if in the header there is code saying auto reply.  We did not pick up on this problem till the current holidays occurred and then as we dug into it discovered this occurs whenever we are out of office as per our settings.  Some emails do come in and they receive the auto reply as intended but it turns out many have buried code in the header that disables the auto reply.  How if possible are others dealing with this issue and is there a solution or work around?The "x-auto-response-suppress": "DR, OOF, AutoReply" is placed in the email header by the sending mail server specifically to prevent auto replies from being sent in reply to their messages. 

Hi All,we have integrated our business whatsapp (not through) Twilo and I was wondering how can I initiate an our going conversation? Thanks, Ido 

Hi, Is there a way to show accounts pinned on your sidebar without making a tag?

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect.  When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again. 

Hey guys.I tried to set up AI sentiment tags for my workspace today but ran into a problem: Each tag required "10 approved messages." I have not been able to find out how to approve said messages, and I was curious to know if anyone could help. 

Throughout the learning path I have seen a few ways to oversee my employees in their work, but I am looking for the most hands-free way to just have a quick oversight without looking at the statistics. I have thought of automating tags for if there were to be an SLA breach or a churn risk etc. that would be visible in my views tab, but I am wondering if there is an easier way to do this?

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