Resolve rollout: unresolved SLA, CRM logging, notification, and Help Center issues

We’re preparing to launch our new Lightcast Help Center on November 18, using Resolve structured flows to collect support requests and hand them off to our team.

We have several open support conversations with Front. Engineering has helped resolve some issues, but the items below remain unanswered or need further investigation. Our team training has already been postponed twice, and we’re trying to determine whether we have a workable launch plan.

Has anyone encountered these issues or found supported workarounds?

1. Reply-time goals aren’t consistently starting on new Resolve submissions

Front Engineering enabled a change intended to let rules run before human handoff. However, a fresh Resolve submission still received the correct Signature Client tag without a “Time goal applied” event.

Using the same email and linked account, a customer reply on an existing conversation successfully triggered both Signature tagging and the Signature SLA.

We need to understand why the initial submission does not start the goal, while a later reply does. The initial request needs to be covered without requiring the customer to send another message.

2. Resolve submissions aren’t appearing in HubSpot

Our HubSpot logging rule is enabled and includes the Customer Portal inbox. The test submission passes the inbox condition, although Front’s rule tester cannot validate the logging action.

Engineering previously explained that the pre-handoff rules change would also log matching Resolve messages—including flow steps and AI replies—to HubSpot. However, the published integration documentation describes the logging action as email-only.

Can Front clarify whether Resolve logging is supported under this rollout and investigate why our test submissions aren’t appearing?

3. Conversation invitations don’t use our configured notification address

Our Resolve channel is configured to send notifications from our Lightcast support address. However, inviting another person to a conversation sends the invitation from hello@frontapp.com.

Support confirmed that invitation notifications are handled differently and said the team was investigating. We’re still awaiting an update on whether these can use our nominated address.

4. Customer-facing confirmation emails lack information we need

We need clarification on whether we can:

• Use a request-specific subject instead of the Resolve workflow name.

• Include the customer’s Ticket ID in the automated submission confirmation.

• Customize the confirmation email’s heading and body.

• Send the “Go to conversation” button to our branded Help Center rather than companion.frontapp.com.

Front’s own support emails appear to offer some of this information, but we haven’t received confirmation of how customers can reproduce that experience.

5. Widget submissions aren’t consistently appearing in the Requests portal

In testing, some requests submitted through the Resolve widget were not visible in the customer’s Requests portal. Customers received an email response with a conversation link instead.

We need a human review of our setup to confirm the expected relationship between widget submissions, human handoff, customer verification, and the Help Center’s Requests page.

6. Help Center domain and backup contact-form problems

During testing, we encountered Help Center views or links using Front’s built-in domain instead of help.lightcast.com. The custom domain remained configured as primary when checked, but the Contact Us link returned Page not found.

We also attempted a simple contact form as a backup. Its location appeared read-only in the Help Center form editor, while separate channel settings exposed an editable location. We removed the unsuccessful test form and paused rebuilding it.

We need a supported way to test a backup form independently without changing our live Help Center domain, Customer Portal entry point, Resolve flow, or SLA rules.

We appreciate the fixes already provided. What we need now is a clear distinction between configuration issues, product limitations, and known defects, along with practical workarounds we can validate before launch.

I can provide the existing support ticket references, conversation IDs, rule IDs, and screenshots privately to Front staff.