Product updates

Now you can enable ticketing IDs and statuses in your inboxes, making it easier than ever to track, organize, and resolve complex customer requests at scale. You can also track ticket volumes and statuses in real-time in the updated Live Dashboard.  Learn more 

Now you can gather Customer Satisfaction (CSAT) scores directly within chat interactions, enabling customers to provide immediate feedback and making it easier to measure performance and identify areas for improvement.  Learn more

Macros allow admins to create shortcuts in your Front messages to help teammates take multiple actions in a single click.  We’ve made 3 updates to make macros even better at automating your processes: Teammate answers: Add a required step for teammates to fill out essential information (such as required Jira issue fields, writing a quick summary, or escalating a ticket)  Connector actions: Build macros with Connector actions that can take action in your third party systems (like canceling an order in Shopify, or creating a bug in Jira)  Pre-built templates: Choose from a library of pre-built macro templates to get ideas on how to automate your processes Learn more 

Boost team efficiency with our two latest AI features:AI Translations: Translate customer messages into your preferred language to more effectively serve customers around the world. Internal AI Answers: Get answers from your knowledge base faster with help from AI. Simply ask a question in the knowledge base plugin and AI will surface the relevant information found in any articles.Company admins on the latest Growth plan and above can go to Company Settings > AI to turn them on settings. These features will be free to use through the end of the year, but may be moved into a paid add-on in the future.  Learn more:Front Academy courseHelp Center article 

Today we’re introducing pre-built Connectors, which can be installed in just a few clicks. Connectors make it easy to reference key info about projects, shipments, orders, and more—without having to switch apps. With our new pre-built Jira Connector, you can: Automatically create new issues in Jira without leaving Front  Send comments between Front and Jira to keep both systems in sync  Get real-time Jira status updates in Front We’re also excited to announce our first two partner Connectors: the Highway Connector, which helps logistics companies detect fraud in their inboxes automatically, display carrier information, and more; and the Tai Connector, which helps 3PLs and freight brokers surface shipment data and update shipments from Front. Learn more about our new pre-built Connectors, check out  our Help Center. Have a request for a future pre-built Connector? Submit it here.   

Now you can copy the URL link for an Analytics report to share with teammates and it will maintain the same setup: report, dates, filters, and metric selection. If you need to review and investigate any changes in metrics with teammates, share the URL link to ensure you have the same view.

Set up real-time, bi-directional syncs, orchestrate workflow automations, and manage data pipelines in one place. Stacksync connects Front to databases like Snowflake, PostgreSQL, and Amazon RDS. Work with fresh customer data directly in Front, sync Front data changes back to your database, and build workflows to automate business processes. Learn more.  

Now you can branch your chatbots by team online hours, enabling you to set up different chatbot flows depending on when your agents are online. Learn more.  

Requesty is a conversational intelligence platform that helps companies make data-driven decisions from customer conversations. The Requesty integration syncs bi-directionally with Front, enriching your user data and providing powerful, real-time analytics through the Requesty dashboard. Learn more. 

Now you can manage access to shared contacts based on teammate group membership. Learn how to configure this in your settings here. 

Customers can now choose which teammate groups have read-only access to their internal Knowledge Bases. This update is ideal for teams with specific data access and privacy needs. Learn more. 

You can now manage teammate groups via the Core API. Teammate groups allow you to create centralized lists of users that make it easier to manage shared inbox and contact access. We’ve added 14 endpoints to help you fetch, create, update, and delete teammate groups or related access like inboxes or teammates within the group. Check out our Developer Portal for the full list of endpoints.

With our Vooma integration, logistics companies can win more business by automatically identifying email quotes, drafting responses, and determining whether opportunities were won or lost—without additional manual work from agents. The Vooma Front integration enables Front users to access Vooma Quote and Vooma Build from within the side panel in their inbox. Learn more.

With macros, your team can perform several actions at once with the click of a button. Now, you can build 1-click macros to automatically take actions in external applications, such as canceling orders, booking flights, updating records, and more.  Learn more. 

Now you can see a breakdown of volume or efficiency metrics for the top 5 inboxes or tags in your report. This allows you to drill down to understand outliers, trends, and compare your workload across inboxes or tags.Learn more about the Workload report.

Support Report is the easy way to publish real-time service metrics that give your customers confidence. Share your Support Report with leads, prospects, and customers to increase transparency, build trust, and drive growth by showcasing the exceptional service they can expect to receive from your team.Publishing your Support Report is as easy as 1, 2, 3: Curate your metrics in Front Analytics—choose from CSAT, first response time, and average response time across all channels or segmented as you like Publish your Support Report page on your Front Knowledge Base That’s it! You’re ready to start sharing with leads and customers 📣As more and more companies share their service metrics publicly, Support Report will keep you ahead of the game with objective data your customers can trust, sourced straight from Front. Check out these teams who’ve already taken the leap!Archetype Themes, Shopify’s top-selling theme designers StoriiCare, a software platform for residential and adult day care facilities Goodbill, a billing transparency and claims review platform for health plans and payers Trainwell, a personalized fitness app matching consumers with expert trainers Pop Valet, a concierge car transport service based in France Coastal Reign, a custom clothing printing company providing top-quality apparel Baton, a tech-enabled marketplace for buying and selling small businessesLearn more about Support Report on the blog, or get started with this guide from our help center. 

With the new AMGiNE integration, it’s now significantly easier for corporate travel agencies to service multiple booking channels and process travel requests in Front. AMGiNE monitors incoming travel requests inside of Front and automates actions like assigning emails to an agent, automatically initiating a GDS search and returning results to the agent, or directly to the traveler with recommendations that they can then shop. In Front, agents can also submit rapid itinerary requests connected to a specific corporate account and traveler, perform GDS searches according to policy and traveler profile information, and generate responses to the traveler instantly.Learn more 

Front Chat (including AI Answers) is now available in French You can set a chat widget to be in French in your chat settings and all text will be automatically translated into French. With this update, chatbots now also support French so the full experience will be consistent. Additionally, the French version of AI Answers is now in open beta. AI Answers instantly resolves chat inquiries with responses written by AI, sourced from your knowledge base. This lets your team save time on simple issues and deliver faster resolutions to customers.Learn more about Front Chat and AI Answers. 

You can now select an internal Front knowledge base as the source for suggested replies. With suggested replies, your team can:Let AI craft the right response to save time on repetitive inquiries. Quickly validate the suggested draft with easy access to the article AI used as a source. Maintain oversight on customer communication by allowing your team to review, edit, and personalize messages before they’re sent.Learn more about suggested replies, now in open beta. 

Now you can use a conversation’s AI Summary as a dynamic variable in your rules and macros! This is helpful if you want to send an AI Summary to an external application. Learn about using dynamic variables with macros here and AI Summarize here. 

Admins can now transform a shared inbox into an individual one and vice versa. This transfer is very handy when someone mistakenly creates their individual inbox in a workspace, or when a teammate leaves a company and you want to make their conversations available to all. Learn more. 

Agents can now set their availability status to "busy" when they step away from the computer. This ensures that conversations are only assigned when agents are available and ready to respond, and prevents existing conversations from being unassigned. Learn more.  

Now you can send attachments, including images, PDFs, GIFs, and more in chat!  Whether you need to share screenshots, product images, or detailed documents––your customers can get all the information they need right in the chat conversation. Learn more.  

Seamlessly integrate third-party data such as reservation statuses, shipment delivery dates, and more into your rules. This update allows you to create streamlined workflows where your teammates can perform actions in external systems—like canceling an order with a comment—without needing to switch between applications. Learn more. Cancel order with a comment:  

Now you can use third party data in your message templates! Compose messages faster with order statuses, shipment ETAs, and reservation dates, all without manually copying data from your third-party systems. To configure how your third-party data is used in Front, learn how to set up Connectors here  Already set up with Connectors? Learn how to start using your third-party data in message templates here