Product Q&A

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?  

I am looking to snooze conversation when a specific tag is applied.  I cannot seem to find a way to set this up.   Can this be done?

Will macros currently set up in the team inbox eventually be allowed to use in individual inboxes? Our customer base tends to first reach out to the CSMs first and we are trying to transition them over to our Support team so responses are quite repetitive during this transition period and having macros that are currently applied in our shared inbox be allowed to be used in personal inbox would be very helpful 

Hello all, I am working on setting up an integration between Talkdesk and Front.  It seems this will allow me to pull in call data from Talkdesk, but I was wondering if anyone else is using this integration and what are some of the best use cases you’ve found with this integration. Thanks!

Unable to send emails in Front. Getting error that we have used up our Office 365 storage quota, but when we look at Office 365, we are well below our storage limit.  Is there an issue on the Front side?

Hi Front team,Our team operates 24/7 on a rotating shift basis, but our clients and partners are often unavailable outside their normal working hours. We frequently need to snooze conversations until their morning hours, which requires calculating time zone conversions.To simplify this, we decided to use your 'Add snooze' feature for different time zones. It works well for time zones behind us (e.g., US Pacific), but not for those ahead (e.g., Asia Pacific) since snoozing for a particular hour (not a number of hours from now) is only available for the same day, not the next. Can you please add a feature of setting up 'Add snoose' for the next day?Or even better to snoose according to Zulu time? 

Hi, Do you know how I can export my message templates in a .csv file ? Or any other way to export our templates ?Thanks for your help !

In a dynamic variable for a rule, I’m looking for a way to filter a group by another group, and I’m struggling to figure out how to do this with the existing options.Essentially, I have two groups of teammates: Group A (specific teammate group) and Group B (participants).  I want a new group that is everyone in Group A that is NOT in Group B.The goal is to limit duplicate notifications for a single conversation by notifying only the members of the specific teammate group who are not already subscribed.  Mobile notifications can become very noisy when a team member is already subscribed to a conversation and then receives further notifications for the same message because of triggered rules.

Team is receiving a draft failure unknown email error when trying to send emails?

I have found document on how to share your calendar with others in order to also see them in Front. However, does Front offer calendar delegation and if so what types of delegation does Front offer (full access, invite only, etc.)?

Hi, We use Numbers for our whatsapp communication and some of our clients use a emoji on a question or even sends only an emoji as a responds. This only shows blank on FrontSimilar, when a client send or forwards a previous message in the same chat this just shows as a blank. Is there a way to show the emoji’ responses or the forwarded messages?   

I need a way to reduce the amount of messages sent to our customer support team. For that, I want to create a quiz on my website, that answers user questions before they are able to contact me with a contact form. Only when a certain path thru the quiz is taken, a contact form becomes visible that submits tickets to our Front Inbox.  Do you know a solution for that?