Product Q&A

I’m trying to get a support team to follow the best practice of “if it’s a new query, move it to a new conversation”. However, when they do this, a reply time SLA is not triggered, which I would expect to happen as a new message has been received, and a new conversation created (manually). Is this a gap in functionality or an error? Thanks!

Hello everyone, I am a bit confused by the pricing of WhatsApp. The comparative table states that WhatsApp is available on all plans with third-party integration (I understand this refers to Twilio). However, there are no comparisons showing how to have the Front version. Only at checkout I find out I need the growth plan and additionally to buy 70 USD worth of credits. Are these credits on top of 1000 monthly free credits that WhatsApp provides ? Thank you for your time.George 

Hello everyone, Is it possible to receive and send voice messages in the Front App on mobile when using the WhatsApp channel ? Thank you. George

Hello,I’ve noticed that the “compose with AI” spelling and grammar tool offered in Front is very inconsistent. It generally catches spelling errors, but the grammar and punctuation check leaves a lot to be desired. When it isn’t functioning, sometimes it will work if you highlight the content and then do the spell check. Though, sometimes even this trick doesn’t work.With Grammarly no longer supporting Front integration, is there any advice out there? My work solely relies on the app and not web browsers for their emails. It would be awesome if Front were working to improve this.

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part.  I want to authorise a user based on their email address they submit.  I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

Is it possible to implement a “time to first response” SLA that only looks at the time between the first message and the subsequent reply? Use case: Implement a Time to First Response SLA which measures the time from the very first message received in a conversation, to the very first reply sent. I’ve tried implementing the rule with a “when” condition of “doesn’t have tag ‘First Reply Sent’”, which is added by another rule when the first reply is sent. However, this seems to do weird things with reporting, as the analytics can see that an SLA breach tag is added when the SLA is breached, then removed when the reply is sent, but seems to think that the SLA no longer applies because the First Reply Sent tag has been added, so it doesn’t show the conversation in the “SLA breaches” stats. Note that it does show the conversation in the “SLA breach time (avg)” stat, which is a little confusing If there’s another way to implement this, please let me know!

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

Is there a Teams plugin in available or any plans to integrate it in the future?

Hello! I’m currently trying to configure the AI portion of my chatbot. I have set up an external facing knowledge base for the Chatbot to pull from. I have also editing my flow code to incorporate the AI answer feature after open-ended questions as well. However, every time I go to test the feature within the “Preview Mode” the AI Chatbot never produces any answers to my question. Based on this I had a couple of questions: Does the AI feature only work on the User End? Is there another method of testing the AI Chatbot? I would like to see if my knowledge base needs to be updated before making the feature live to my users. 

Hello everyone, I was wondering if it is possible to send one of the preconfigured WhatsApp template messages through the mobile App ?I can do this through the web UI but can not seem to find the equivalent on the mobile App. Thank you in advance.George

Hi Team, I have somebody who's primarily in a different email that is not part of Front and they want to be notified at that different email when something happens regarding them in Front so that they can log in their Front account and address the notification. What is the best setting approach you recommend?  I am looking forward to your response.

Hi,Our team recently started using Front to help triage incoming emails within a shared inbox. We have a set portfolio of customers, and created rules to automatically assign emails to individuals based on the customer name and the @ domain of the originating email. However, there are some customers and business partners that use the same @ domain in their email address so the rules are assigning to the wrong employee or not assigning at all.Has anyone else run into this issue, or know of any additional rules we could put in place to separate multiple accounts that use the same email address? 

Hello everyone!     Our team uses front as an internal ticketing system between contact center agents and us. This could be requests from attendance to volunteer time off. We have the CSAT form implemented in the signature of all our replies. But rarely get responses. Any ideas to improve the use of CSAT surveys from our contact center agents?  Thanks!

Hello Everyone,There’s been a recent happening in Front, not sure if it’s a bug. We have two customers emails coming through to Front under the same email thread. Has anyone experienced this before and what’s the fix for it? Thank you.

Hi! Does anyone have any information on how the auto-tagging works? What is it looking for? We just set Front up and it’s pulling in newsletters under the Sales Response tag.

Would be wonderful if we can track AI usage in the analytics ? We pay for this feature and we have no idea how our colleagues use this new crazy feature. Are you planning this in the roadmap for the coming weeks ?  

Hi everyone,I'm encountering a problem with how Front handles new email addresses from our clients in conjunction with Salesforce.Here’s our setup:We use Salesforce to store all our contacts. These contacts are then imported into Front as shared contacts.The issue arises when:A new client emails us, or an existing client emails from a new email address.Front auto-creates a new contact for this email address.When we update Salesforce with the new email address, it does not merge with the existing shared contact in Front. Instead, it remains as a separate contact.This results in duplicated contacts and can cause confusion within our team.Has anyone else experienced this issue? If so, how did you resolve it? Any suggestions or workarounds would be greatly appreciated!Thank you!

I am constantly asked to stop sending my messages at night.I can choose for each and every message a ‘send later’. But I would like to be able to have a global rule to ask to stop sending messages until xx:xx am. Tt would be possible to bypass this rule for specific messages.  

{{recipient.first_name}} Pulling Entire Name IssuesSpacing them evening Have tried using dashes, parentheses, quotes, etc. When a recipient has a longer name that includes details we like to track, the {{recipient.first_name}} variable ends up pulling the entire contact name, not just their first name. Then, if I remove the full name and have it just First + Last name, {{recipient.first_name}} behaves correctly again.In the example below, the contact details, the first name, and initials show up just fine next to the account details. This glitch only affects about 20 out of our 100+ contacts that we are doing this for, but it makes our automated messages look super robotic.Any ideas on how we can fix this?Example is using this template:“Hi {{recipient.first_name}}, great news! We’ve received your signed contract and are excited to start working with you :)” With just first + last name:One first + last name, still using {{recipient.first_name}}--------------With First + Last Name + Titl

What happens when a customer engages with AI Answers and the answer is somewhat off, but the customer either self-selected that the answer was helpful, or they dropped off so it was counted as a resolution? Will that skew future AI Answers for similar questions? My worry is that if an answer is logged as a “resolution” (even when the answer is not ideal) then AI Answers will continue to use that answer in the future. My hope is that the Knowledge Base is the only source of truth and AI Answers always scans the Knowledge Base for a fresh answer, and does not leverage prior answers that it has sent in the past. When I’ve found answers that were slightly off but counted as resolutions, I’ve made updates to our Knowledge Base, and I’m hoping that was all that is needed to give AI Answers a better shot of answering more correctly next time!

As an admin, it will be very usefull to have a way to investigate where a message is. Sometimes agent applies macro that will move messages to another box with restricted access and users can’t understand. As an admin, I wish to be able to past the message ID to retrieve where it is and give to informations to my team 

We uploaded our custom fonts to our knowledge base, but it affects ALL the text, which makes the body text harder to read. It would be nice for either the uploaded custom text to only affect the header text or for us to be able to choose.  

Currently the Slack integration does not work with sending outbound messages (new messages, not threads) since these outbound messages are not attached to a mailbox. How can I make it so these outbound messages send to Slack?

We would like to avoid using customer mailboxes as Front suggests, but still want to view each customer’s messages on a per customer basis in our sidebar by default. How would we go about achieving this?

Can you recall an email after it was sent but the recipient has not opened the email yet? TIA