Product updates

Now you can link conversations from different channels. For example, you can link an SMS message to an email or a chat message to a WhatsApp conversation. This allows you to keep track of related conversation follow-ups, even if they happen on separate channels.

Now you can automatically split conversations on non-email channels once the conversation has been inactive for a certain time period or manually split them. By splitting long conversations on SMS and more “chat-like” channels, you can provide greater clarity for teammates working on those conversations. Additionally, this enables higher accuracy for applied tags, which improves the quality of your analytics data. Learn more about splitting conversations. 

Integrate your Front account with Tai TMS to sync messages and associated attachments between the two systems. When Tai TMS receives messages from Front, it processes them using email automation workflows that can automatically build quotes, pickup requests, or create assignments to track shipments based on the content of the email.Learn more

Let AI instantly resolve chat inquiries based on your support content. Customers get faster resolutions and your team can focus on more complex issues that need their expertise. Read more about it here

Now you can create views and shared inboxes directly from the three-dot menu in your sidebar.

We're excited to announce upcoming UI and UX improvements for chat-like channels to give them the look and feel of more real-time messaging. These updates will better differentiate between inbound messages from customers, outbound messages from agents, and internal-only comments so your team can respond quickly and accurately. Over the next few weeks, we’ll slowly roll these updates out to customers using the following channels: Front Chat, WhatsApp, SMS, Instagram, Facebook, Telegram, Slack, Google Business Messages, and other third-party messaging channels. We estimate that all customers on these channels will see the changes by mid-May. Have any questions or feedback about these changes? Please submit it here with the subject line "UI/UX for chat-like channels feedback."  

Now you can use rules to define when and where dynamic objects are generated in your workspace! You can create a rule that defines whether a dynamic object should be added in messages, comments, or both. You can also determine which inboxes they appear in.  Learn more.

We’ve updated our rules editor with a new, condensed design. Now you’ll see the same rules editor across all rules, making rules creation and management easier than ever. You’ll also see recommended options for triggers, conditions, and actions. 

Now you can create a rule to archive conversations in specific teammates’ inboxes. You can also unsubscribe teammates from the conversations entirely.

Lingpad is an AI-powered localization tool for quick & seamless multilingual customer support. With Lingpad, you get a no-code, easy-to-install plugin to translate all your customer messages and help center content in 120+ languages with minimal effort. Learn more

UpBrains AI has released a new version of the UpBrains AI Copilot for Front.  The new capabilities include:Enhanced document OCR extraction for PDFs, images, and spreadsheets The ability to define custom extractors with auto-learning capabilities for custom attachments Improved conversation response generation that learns from your past replies and gets smarter the more your team uses it A new no-code, AI-powered workflow automation capability that ties together document extraction, conversation analysis, response assistance capabilities, and connects your Front inbox to the outside world by integrating to shared drives, APIs, and external systemsLearn more 

Now you have the option to exclude conversations with specific tags or assignees for further customization of your views.

You can now use the knowledge base API to read and modify your knowledge base. This makes it easy to update content, migrate articles, and customize how and where content is displayed. Learn more

Trigonal offers a range of products, services and bespoke solutions for the maritime and commodity derivatives industries. The Trigonal plugin provides a seamless integration between Front and Trigonal’s pre-fixture, post-fixture derivatives and company directory software, which simplifies workflows and enables shipbrokers, traders, operators, accounts, and administrators to efficiently and effectively manage emails and data. With many users sending and receiving thousands of emails every day whilst managing a constantly changing database, the plugin allows users to efficiently perform time-sensitive tasks utilizing intelligent, intuitive solutions. Learn more

Monterey AI is a copilot for product insights that helps teams aggregate, triage, and analyze unstructured qualitative data — including support tickets, transcripts, surveys, and social reviews — so that you can focus on building products with continuous insights. The Monterey AI integration ingests and analyzes Front conversations to produce useful and actionable insights. Find the most common feature requests, emerging issues, or frequent questions. Receive regular reports, ask direct questions to their helpful AI, and build your product with continuous insight. Learn more

With these enhancements, you can determine if you’d like to enable or disable search engine indexing for each of your knowledge base domains to best support your SEO strategy. You can now ensure the right domains show up in search engine results or are removed if you’d like the content to remain private.

Now you can summarize and compose messages with AI when using Front’s mobile app. Quickly draft messages or gather context on long conversation threads, even when you’re on the go.

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.

Now you can use rules to create a draft using message templates. Your teammates can pick up the draft, complete it quickly and hit send instead of starting from scratch.  

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.