Product Q&A

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

Is there a plugin for note taking?  I use the notepad on my computer for taking all of my notes for different emails and once I don’t need that note anymore I delete it...I want to be able to keep the notepad on the side panel of my inbox where the plug-ins are instead of having to go back and forth between tabs.

Hi team,We frequently use message templates to speed up workflow and give consistent and concise replies to our customers. We also use tags on every email we receive to differentiate between query types.My question is can we automate tags to be added when using a specific message template to minimize any manual interaction with these common queries we receive? Thanks!

Hello, Is there a setting that will enable auto-archiving for sub-conversations whenever an original conversation is selected? My goal is to rapidly declutter my conversation list when addressing incoming requests. Please advise.Thanks,Sarai Roach

Hey Fronteers!When we’re mentioned on Instagram, is there a way to click on the mention from Front and get redirected to Instagram rather than going to Instagram to view the story?Thanks. 

I currently have a rule to move certain messages with the same subject into a new conversation, in the same inbox.This is a specific type of transactional message that’s received when customer’s complete a form. We don’t have control over the subject line, which is always the same, so they stack up in a single thread otherwise.The rule is successfully splitting up these messages. However, tagging does not seem to work.The first message of the day for this type does get tagged per what I have setup in the rule, but subsequent messages do not.I’m not sure if there’s a specific order of operations that should happen, if a separate rule can catch these “Move message to new conversation” actions, or if this is a limitation of the rule action itself.Curious to know if anyone else has run into this or if there’s a solution.

Hey there!Is there a way to enable font dialog box on WhatsApp, Instagram and Facebook channel in Front, just like it is on the Email channel?  

I’m trying to send a WhatsApp mesaage to around 200 contacts but I get this error “This channel is limited to 5 recipients per message”How can I change this limit? 

Currently Front is asking users who need to log email to salesforce to send the email and then seek out the sent item and log it manually as a second step.  This is not productive and difficult to get user buy in for.When will Front have a send & log feature to automate the look up to the contact and opportunity record to have a single step to log the email activity?Right now Front is sending all sent email at the account level which is creating noise and reporting difficulty and none of that mail is related to the opportunity record.

I am looking for Audit logs for users added recently on Front. Is there any specific place i can go to extract this information.

Hi, I have a rule setup that says when an individual gets an email it should be moved to a shared inbox. I want to set the rule that says not to move calendar invites sent to the individual. I have tried a rule to say if the header contains Exchange-Calendar then to notify the inbox owner and stop processing any other rules. I had this set up as rule number 1 but it still went to rule number 2 and sent to the shared mailbox.  I am probably looking at the wrong header section but is there a better or correct way to set a rule against a calendar invite?

Currently for sales users who need to log email to a salesforce opporutnity need to first send the message and then go back to sent items to add the email. Or Front is recommending that you turn on the Bcc feature in salesforce to accomplish this.  Will there be a "send & log" feature out outgoing messages using Front & Salesforce

Hi Everyone!We have been using Front in conjunction with Twilio and Courier to send WhatsApp messages to our users. Using all three platforms is a long and tedious process. We use Twilio to approve WhatsApp marketing templates and add buttons, then we copy that template to a Courier template and add our list of users we want to send the WhatsApp message to and then send the template to the users on Courier and then we respond to user replies on Front. My question is can we do all of this just on Front? If so please let me know how or how to simplify this process.  

When I’m viewing Message Templates, I’d like to be able to see the Date Last Modified. Right now, the view only shows “Date created.”  There’s plenty of screen real estate to do so.  

I have setup a simple chatbot that collects a device brand, and the repair that is needed for the device. Ideally after collecting these two pieces of information, the chatbot would use the connected Knowledge Base to find the article with pricing and provide the repair price back. Right now, the chatbot asks the question “How can I assist you with the *device model*? Is it possible to skip this question either through a setting or by providing more information prior to the AI Answers module? For further clarification, I’ve attached a screenshot below. 

How to change time zones for each workspace?

I have already integrated whatsapp to my FA, however when a user reats to a message it shows to me as empty message. ANyone could set this up to show in frontapp this reactions? (when a user clicks my message and reacts with an emoji)Thank you!!

Hi there! We are looking to transition another team over to Front. They currently operate using Google Groups instead of a Google Email Account. There is not a way “on the Google side” to transition a Google Group to a Google Email Account. So we are looking into Google’s option of a Collaborative Inbox. I am trying to figure out if the Collaborative Inbox would be configured the same way as a standard Google Email Account would be through Front? Or would this be set up as a Google Group in Front? The distinction between the two on our end is that the Google Group does not have a 2-way sync, but a standard Google Email Account does. 

We have a user who has reported “Ghost” emails, sent only to them, that were previously archived, reappear in their personal inbox.  There seems to be no activity that would trigger this behavior.  Has anyone else experienced this phenomenon?  Is there any administrator-accessible forensic data, that can be examined to determine why these emails are reappearing? 

Is there a way to enable a signature to automatically appear at the end of every message? It works on email but is there a plugin or a feature coming that will allow the signature to appear on anything non email. It could just be a Front feature that puts it in the text box for you. Doesn’t have to sync with the respective apps

I need help in solving the issue where I can’t view the photos that sent by my client after the recent UI/UX for chat-like channels. Anyone is facing the same issue and anyone know how to solve it? 

I have a host server to which several users (7-9) connect to work remotely. What is the most recommended practice for this case: Install Front Wide Machine for multi-users or install the standard FRONT application by user session, I mean install it in each user session?