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Product Q&A

Got questions about how to use a feature? Need help troubleshooting? Ask away and our team or your peers can assist.

  • 299 Topics
  • 713 Replies
299 Topics
ArranLeith
ArranLeithConversationalist
asked in Product Q&A
How to keep chat history but start new messages start fresh

Currently trying to work out if there’s a way to keep the chat history but prevent tags and rules being applied from older messages. For example - If a customer emails in about an order being lost in the post. It would be tagged Merch and go to their inbox. The issue gets resolved, customer happy. Then 6 months later, the same customer has an issue with payment however the rules and tags are reading those previous messages and directing it into merch and payments. Is there a way that after say 2 months. Any new messages follow the rules without going back over old messages but still be able to see the chat history if you scroll through previous messages?

923
annika_hanlon
alyssa_kaminsky
alyssa_kaminskyRookie
asked in Product Q&A
Teammate Daily Reports

How can I set up a daily report per teammate of how many open conversations they have? I see the glossary for ‘active conversations’ but it does not differentiate between archived and open in their inbox. Is there a proper filter to create daily report of open conversations by teammates? 

481
cat_apac
dimitri_douchin
dimitri_douchinRookie
asked in Product Q&A
Option for Display Unread messages first in Inbox

Currently, only New Unreplied can be used but not all unread messages need a reply. Unread first is a basic feature that I think a lot of people use!

951
Javier - Developer Relations
hugogrim
hugogrimConversationalist
asked in Product Q&A
New to front

Hello everyone !  We are setting up front at my company to keep contact with customers, i can’t wait to explore Front’s features, if anyone has tips on how to get started it would be nice !

744
helena
ConeDawg
ConeDawgRookie
asked in Product Q&A
Trello labels in random order?

When creating a Trello card from an email in Front, I get options such as choosing the Trello board, the list name, and labels. There’s a dropdown that allows me to scroll through the Trello label options. Here’s my question (pet-peeve), the order of the labels in the dropdown menu seems to be random. They’re not organized alphabetically, by color, by most recent used, by anything that I can detect. Is it possible for me to organize the labels in the dropdown by my preferences?  Thanks for your help!Kevin

2691
Jessye
tchristler
tchristlerConversationalist
asked in Product Q&A
CSAT Rule

If anyone has advice, I would greatly appreciate it! For our CSAT survey, we have a rule to send a survey when we have an inbound chat or email. The challenge right now is the survey is being sent to all of our spam emails when we tag it (we tag as auto emails do not count for analytics for our reporting) and archive it. Is there any way to include an “exclude” statement for the rule to leave out all of the DMARC auto generated emails? Thank you!

541
D
ArranLeith
ArranLeithConversationalist
asked in Product Q&A
How do you adjust Tags automatically being placed on messages?

We have multiple tags relating to our business and when customers are messaging us through. When customers send a message to us. It can appear with multiple tags that aren’t relevant to the request. For example: Messages are being tagged as an issue with the app and going to Tech when in reality they’re mentioning they’re having a payment issue on the app which needs to go through to billing. Is there a way to flag multiple keywords in a message before applying a tag to fine tune the flow of our messages?

1341
PhoebeatFront
Vince
VinceRookie
asked in Product Q&A
Front Unable to Detect Internet Connection?

I’ve never encountered this before, but a colleague has just written to me saying that Front can’t find an internet connection. He is connected, as we’ve been conversing back and forth in Slack and via e-mail, so I’m not sure what the trouble may be?Is there a setting somewhere that puts Front into offline mode?

1192
patrick_v
helena
helenaCommunity Manager
published in Product Q&A
Linked conversations AMA: create new action items from conversationsAMA

We’ve all experienced those times when a single customer email generates several action items and requires us to work with multiple people. Good news is that we have Front, which already enables us to be very efficient at internal collaboration — but the better news is that we now have a brand new feature to help you spin off new conversations linked to the original so that you can keep all the related tasks organized! Enter linked conversations, the newest way to streamline your work even further.Here’s how it works:If you have any questions about this feature, our product team is eager to hear them and will answer them on Thursday, December 7 (including any that come in after this date). Leave them for us below 😀

126420
helena
chrisc
chriscConversationalist
asked in Product Q&A
Conversation ID

Is there a way to link a conversation ID to a calendar event in Front?

462
chrisc
chrisc
chriscConversationalist
asked in Product Q&A
Rule Library

Does anyone know where I can find the Rule Library? The Routing & assigning conversations course in the Front Academy indicated there is a Rule Library tab in between the team rules tab and the load balancing tab but it seems to be missing for me.

541
helena
E
edpRookie
asked in Product Q&A
Tags used are not showing up in analytics

I’m using a bunch of tags in conversations and when I go to the report, it will only show 1 tag that used once in more than hundreds of conversations. Anyone having this issue? Is it a configuration thing? 

411
Jessye
Liza
LizaRookie
asked in Product Q&A
CSAT survey sending to our own inbox instead of customer

I’m trying to set up a CSAT survey rule, however when the rule is triggered it sends the CSAT survey reply to our own inbox instead of to the customer email. This is how my test rule looks at the moment: I emailed our inbox from my work email, and when the rule was triggered the CSAT was sent to our inbox instead of to my work email (customer). 

441
cat_apac
helena
helenaCommunity Manager
published in Product Q&A
Rules AMA: automate routine tasksAMA

Did you know you could use rules to categorize messages, route them to the right team members, resolve issues faster, power analytics, and more? Your team’s productivity will skyrocket once you understand which manual tasks you can take off their plates and allow them to focus on the most important work 🧠 If you want to learn more about how rules can help your team multiply their efficiency, you’re in luck: Front Product Manager @Baptiste is here to answer all your questions about rules and automation.Here are some additional resources to help you get started: How to create rules for common workflows Understanding rules, automation, and workflows in Front 📣 Now, ask away! Whether you’re just getting set up, or you have a deeper technical question you’d like answered – we’re here to help (and we’ll be adding some rules FAQs below that we’ve gotten from customers). Baptiste will answer all questions on Thursday, February 22. Questions posted after that date will be answered as well, so

71025
Baptiste
cheryl_luft
cheryl_luftConversationalist
asked in Product Q&A
Tag Codes

Hi There!I am trying to se up a rule set using tags as a dynamic variable. However, it appears in the help documentation that there are codes for individual tags that I do not seem to be able to find. Does anyone know where to get these? Otherwise, my entire csv is useless as I need to select each tag manually anyway. This is the documentation I’m referring to: https://help.front.com/en/articles/2123

1312
cheryl_luft
steph
stephRookie
asked in Product Q&A
mass

Hello, I am looking for some advice on how to send a mass/bulk email to customers we have quoted work for in an one email but I want them to have their individual thread. I would normally BCC all of the customers in one email, but Front puts them all in one thread and the responses get crazy.  Any suggestions? 

1502
JohnW
william_riddell
william_riddellConversationalist
asked in Product Q&A
Transitioning from Birdseed to Front Chat

We’re looking to move away from our website widget app birdseed (which comes with a usage fee) as the Front Chat bot comes free with our Front package. So far it seems as though the chat bot only works as such, and can’t also function as a widget like birdseed can. Has anyone previously used birdseed and transitioned over to Front chat? Any hints and tips welcome!

803
cody_mckee
judy
judyEnthusiast
asked in Product Q&A
Grammarly/ Grammar-Spell Check Alternatives

Our users have been seeing glitches in the Grammarly plugin on their desktop and web based Front. It will underline to advise the error, but it will not make suggestions as to replace. Is there another alternative to Grammarly for Grammar and Spell Check?

1031
justin
lagarc30
lagarc30Rookie
asked in Product Q&A
Analytics

Im trying to run reports to see all emails completed by my team. When I go to team performance, its only showing my information. How do I get it to show my teams performance and not just my own? 

672
c_kelly
brie.bissett
brie.bissettEnthusiast
asked in Product Q&A
Creating an event from an email

Hi!I recently had a coworker reach out to me asking if there is a way to create an event directly linked to an email conversation within Front. The coworker was saying that she wants the email to be connected to the event in her calendar.The closest thing I could think of was to include the conversation ID in the description of the calendar event, but I figured I would also ask the community for insight on this!  

602
L
evan_zaske
evan_zaskeEnthusiast
asked in Product Q&A
New Front Admin

Hello,Currently just became a new Front Admin for my organization. Currently it appears that we have a user that is also a company admin in front, but that user cannot Delete any emails. Any advice or assistance would be greatly appreciated! Thank you!

1312
patrick_v
abdur_siddiqui
abdur_siddiquiConversationalist
asked in Product Q&A
Rules not working for Automated "Follow-up" Messages

Hi team,  I created a rule in front. The purpose of that rule is when I send client a message (both new and current conversation) and client did not respond then front will send automated follow-up message. But it seems like this rule is not working. Below is the rule I set.Can anyone help me in making this rule working ?

3244
L
annie
annieEnthusiast
asked in Product Q&A
Remove Participants?

Hi,Can admins remove participants from a conversation? It appears that each user can only unsubscribe themselves.

1991
Luke
rebecca
rebeccaConversationalist
asked in Product Q&A
Checklists and tracking to-do's

Hey! Been using Front for a bit of time now, but have been struggling with the calendar not having any to-do list add-ons. Todoist does not offer the functionality we need in that you can’t see your upcoming tasks, and snoozing emails is not exactly the same. Currently still referring to google calendar for this. Any suggestions on how others may have integrated it all in Front would be welcomed! 

5052
JohnW
danielle_brod
danielle_brodEnthusiast
asked in Product Q&A
Auto Replies and Distribution Lists

Auto replies are a big selling point that our teams would like to take advantage of, but we typically run into issues since using a distribution list is not compatible with the feature per testing and the setup guide. Has anyone found a good workaround, or an easy way to automate replies when there’s a distribution list in the recipients field?

1371
Luke

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