Stay in the know about the latest Front features
Now you can manually set the order for your knowledge base articles based on what’s best for your content and viewers. For example, you could organize articles to start from basic ones and progress to more advanced ones.
Truto offers unified APIs for fast-moving teams to build native integrations quickly. The integration allows you to connect Front as a data source to the Truto platform and schedule data syncs, testing, and maintenance of the integrations you build. Learn more
With the new Knowledge Base report, you can better understand the effectiveness and reach of your knowledge base. You can use the included metrics to understand overall activity, popular pages, and common search keywords so that you can optimize your knowledge base to best serve your visitors.Learn more about the Knowledge Base report.
If you host knowledge base content in different languages, you can now import article translations with our CSV importer.Learn more about importing articles via CSV.
We’re making it easier to build, measure, and integrate chatbots into your customer support strategy with saved flows, analytics, and a quick transition from chat to email for follow up. Saved flows make building chatbot logic scalable. Instead of recreating the same set of steps multiple times in your chatbot builder, save a series of steps to reuse again and again. When you make changes to a saved flow, they’ll instantly update everywhere it’s being used. Learn more about saved flows here. Chatbot Analytics show chatbot performance with metrics such as:Number of chatbot flows initiated Number of chatbot flows completed Number of chats deflected by chatbot Chatbot deflection rate (%) Chatbot dropoff rate (%) Average chatbot time to completionThese insights help you assess how effective your chatbots are at handling customer inquiries, while identifying areas where you can improve their logic to resolve issues faster.Learn more about chatbot reporting here.And sometimes, inquiries that come through the chat need more follow up later over email. The new option to Reply via email provides a seamless transition to kick off these next steps with an email that’s automatically linked to your chat conversation. Teams can easily close out an abandoned chat or complex inquiry over email and maintain a continuous conversation regardless of channel.Learn more about Reply via email here.
With a new rule template, you can determine what qualifies a conversation as resolved for more accurate reporting based on your organization’s unique processes. For example, you could use the default definition of a resolved conversation, which is "has at least one reply and is archived," or modify the resolved definition to one that "has a specific tag and is archived.”Learn more about conversation stages.
Now you can test your chatbot flow to make sure your steps are configured correctly before applying them to your live chatbot, so you can optimize the flow without impacting the customer experience.
We’ve made several enhancements to our Dialpad voice experience, including:Enhanced incoming call notifications, so you’ll never miss a call Automatic assignment of an incoming call to the agent who receives it Improved call history logging for a clear understanding of call activity and easier collaboration on those conversations Faster recaps of conversations with AI call transcriptsSee the improvements when you try the Dialpad integration and set up a Dialpad inbox.
This integration adds a SignalWire SMS channel (powered by WebhookDB) in Front to manage your SMS communications alongside all your other channels. Instant, two-way sync with SignalWire means you can send, receive, and reply to SMS messages directly in Front.Learn more
Vocal makes it easy to send voice notes through email. Whether it’s feedback, ideas, or simple email answers, voice notes are a quick way to communicate clearly and efficiently. Vocal adds a button in the Front composer which allows you to start recording your voice. Voice notes are then attached as mp3 files as well as clickable images into the email with previous recordings accessible in the plugin sidebar. Learn more
Skyvia is a cloud data platform for creating quick, no-coding integrations between Front and other cloud apps and databases. In just a couple of clicks, you can sync data from Front with databases and data warehouses for analyzing, building advanced pipelines, creating exports, and more. This integration publishes Front data for access via OData, ODBC and SQL Web API. Learn more
You can now set up content in multiple languages that will automatically adapt to display in the preferred language of your customer, based on their browser settings.
Broken links and formatting issues that occur during knowledge base imports can now be fixed with ease through inline errors and actionable dropdown options.
Easily migrate your knowledge base to Front with a CSV export of your old content using the new flexible CSV importer that allows custom mapping of fields and surfaces clear and actionable errors to ensure a seamless experience for your team and customers.
Knowledge base visitors can now find categories when they search in the public portal. It is also easier to search for categories that require redirects when setting up your knowledge base for the first time.
Use the Relay integration to connect Front with your other apps for advanced workflow automation through AI assistance, human-in-the-loop collaboration, and a multiplayer experience. Relay responds to events like messages or comments, automating tasks such as drafting emails, tagging conversations, and managing contacts. The tool also handles attachments and integrates seamlessly with other connected apps, including CRMs and productivity tools. Learn more
The Lantern and Front integration works by connecting the two platforms, allowing Lantern to access and analyze data from Front. This includes email threads, customer responses, and other relevant customer interaction data. Users can leverage this integration to gain AI-driven insights into customer behavior, identify high-value customers, and predict churn risks.Learn more
With Next Matter, you can connect tasks, teams, tools, and external people in automated workflows. The integration helps you easily create, search, and link Next Matter workflows directly to Front conversations.Learn more
Tired of playing catch up on Slack, Front, Linear, and more? Windmill summarizes all of that into a morning email, Slack, or podcast that will have you completely caught up to speed in minutes. Windmill integrates with Front, so you can include updates about shared inboxes, teammates, and companies in these company-wide automated updates.Learn more
We’ve made some enhancements to improve navigation within the tag menu for nested tags. Now parent tags will appear at the top of your tag list and you can easily move between different levels of nested tags
Now when you search in a conversation using cmd+f / ctrl+f, you will be guaranteed to have all the matches returned, even if messages and comments in the conversation thread are not loaded. You can navigate easily between results with the arrow or by clicking enter.
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