Product updates

Front now provides a way to track conversations as "done and no more work needed". Resolution analytics enable you to count conversations that have been resolved so you can understand and improve your resolution time and other resolution metrics such as % resolved on first reply.Choose inboxes you want to track resolution analytics for in the “Analytics” tab under “Conversation Stages.” Check out these help center articles to learn more about resolution analytics:Conversation stages Conversation stages metrics glossary

“Vacation responders” are now “time off” and they can now save admins time:When scheduled time off starts, the teammate’s status automatically switches to out-of-office.  Time off will now override shifts which means admins no longer need to edit shifts every time teammates are on PTO.Check out this help center article to learn more about time off: https://help.front.com/en/articles/2248

Front's data deletion feature allows customers to automatically delete conversations and contacts from Front on an ongoing basis which can facilitate compliance, regulations and security policies automatically. Data deletion results in permanent deletion and the data cannot be recovered.See this help center article for more information on data deletion: Enabling a data deletion policy in Front

Admins can now disable a shift using a toggle, allowing them to save it and restore it as needed. This eliminates the need to recreate / edit shifts every time you’re having an non-standard week and unlocks other possibilities such as alternating between shifts based on unique circumstances.

With the Move to a new conversation rule action, you can now transfer the latest message to a new conversation. For example, you can choose to automatically split form submissions into separate conversations. This rule action gives you more control over when a message should be split off from a conversation without having to change the threading mode for the whole channel. Learn more in these help center articles:Move message to new conversation rule action Move messages to new conversations when recipients change using Smart Rules

With this new rule action, you can clean up the conversation subject to provide better context and clarity on the conversation topic.

WebhookDB automatically syncs your Front conversations into a self-hosted SQL database, creating a single source of truth that is easily accessed by your application. This means you can access your Front messages as fast and reliably as your own database, speeding up and simplifying your application. You can self-host or use the hosted version. Learn more

With Front’s integration, you can send and receive messages for your WhatsApp Business account within Front, right alongside your other messages from email, live chat, social media, or any of your other channels. It’s easy to connect with customers at any time by sending WhatsApp message templates from Front’s composer. Enjoy the improved efficiency of bringing a channel into Front. When you connect WhatsApp with Front, you’ll experience:  Easy access to WhatsApp conversation history and customer context without leaving Front helps reduce context switching when using the WhatsApp integration and one of Front’s CRM integrations.  Automated WhatsApp message actions including tagging, routing to a specific team’s inbox, or assigning it to the account manager.  Insight into your WhatsApp communication with analytics to help you track and measure response time, customer satisfaction scores, SLA breaches, and trends or topics of inbound messages. Simplified vendor and channel management by handling WhatsApp usage and billing directly within Front.See how to set up the WhatsApp channel in Front.

Now you can help your customers and teams instantly find the information they need with a help center managed and published through Front. Customers and team members can browse help articles for answers, best practices, and any other content you want to share. It’s simple, searchable, and entirely self-service for visitors to instantly get the help they need. It also integrates with Front Chat so you can provide access wherever your chat widget is deployed.  Learn more

We’ve added an official certification program to Front Academy for admins who want to be recognized for their in-depth Front knowledge. The program will cover all of the skills and knowledge needed to prepare you for the certification exam, which is the final step in obtaining your official certification.You can learn more and enroll in the certification program here.

Leverage the power of conversational AI to automate your contact center operations. The VOCALLS integration connects Front conversations to AI voicebots that work 24/7 to provide faster resolutions. Learn more

Integration.app helps product teams add native integrations to their B2B SaaS applications. The AI-powered platform translates integration logic into specific data models and API calls. Leverage Reach, Vue, and vanilla JavaScript SDKs to connect external apps from inside your UI.Learn more

You can now multi-select dynamic objects within a message to copy and paste much more efficiently. Hover over a dynamic object to quickly copy it, or select more than one using Cmd+click on Mac or Ctrl+click on Windows.

With the new compact conversation list setting, you now have the option to view more conversations at a glance for easier scanning and prioritization. You can try it by going to Settings > Personal > Preferences > Conversation list density and selecting “Compact”.

Once configured, if you search by name or URL, you’ll see the appropriate Link as a search suggestion and can access all related conversations by clicking on it. You’ll be able to see search suggestions for dynamic objects and third-party apps like Jira, Github, Asana, and Trello.

Search suggestions will now be more relevant by boosting the contact you've previously emailed. For example, if you search for "Jane", a suggestion for Jane S. would display before Jane B. because you recently communicated with Jane S.

Chatbots just got three upgrades at once. Now you can build even more dynamic experiences with Front Chat chatbots through:Tag steps that allow you to apply up to 10 tags as a step in your chatbot flow. Use tags to better categorize to power insights and trends, inform routing automation, and help your team prioritize their workload. Branch by keyword steps that allow you to further customize your visitors chatbot experience by identifying up to 60 keywords in an open-ended question and creating new branches for each grouping of keywords. Use keyword branching to create more sophisticated experiences, better organize conversations and more intelligently route messages to the right team member. Auto-archive steps, the last step in any chatbot flow, that you can now set to automatically archive a conversation to better distinguish it from follow-up conversations from the same visitor.Visit our help center article to learn more about using chatbots to create automated experiences for customers and help your team resolve chat conversations faster.

Dynamic objects automatically detect references to business objects from third-party systems found in the message body or comments and attach a clickable link for quick access to external systems like Transportation Management Systems (TMS), Customer Relationship Management (CRM), Loan Origination System (LOS), and more. Dynamic objects also enable you to easily search all messages containing specific order IDs when you select "View conversations." With dynamic objects, your team spends less time searching and more time focusing on the customer. Read more about how other customers are using dynamic objects and upcoming enhancements like dynamic objects with third party data (currently in beta). You can also visit the help center for a walkthrough on how to set up your first dynamic object.

Môveo AI offers the ultimate solution to create and maintain conversational AI agents. By leveraging the benefits of ChatGPT, Môveo's 1-click AI allows you to upload your existing knowledge base and create an AI virtual agent 30x faster.Seamlessly integrate Front with Môveo's conversational AI platform. Connect with customers effortlessly as the AI virtual agent takes over unassigned chat conversations and automatically tags them based on your users' journeys. Create immersive customer experiences by harnessing the power of AI, and handover to your agents when needed. Learn more about the Môveo AI integration. 

Now when searching for contacts in Front’s composer, you’ll see a personalized list of auto-suggested contacts in the dropdown. Any contacts that you’ve personally emailed will rank higher in the list, making it easier to select relevant recipients.

Now if you have a question or want to dive deeper into a feature, you can select the help icon in the top right corner to search Help Center articles from within Front and get quick access to Front Academy, Front Community, and contact Front’s support team.

With this update, you’ll have view access to your Front calendar on Front’s mobile app.Now you can:View a single day or a 3-day view of your choosing Pinch and expand to see more or less of your day Manage events more effectively: see event details, view conflicting events, update your RSVP, and email guests Enable reminder notifications to be alerted about upcoming meetingsCheck out all of the functionality available for Front Calendar on mobile in this Help Center article.   

The Syncly integration feeds Front conversation data into an AI NLP (natural language processing) engine, creating analytics and insights that can help you understand and address your most urgent issues at scale. Learn more:Syncly integration How to enable and use the Syncly integration

Now, when customers reach out to you after finding your business profile on Google Search or Google Maps, you can easily respond to them directly within Front. Learn how to setup your Google Business Messages channel 

With new AI capabilities, you can summarize and compose messages faster.Now you can instantly draft messages using context from an ongoing conversation or just a few bullet points. With AI draft assistance, you can focus your efforts on polishing and refining your customer communication, rather than starting from scratch.We’ve also added the ability to summarize a Front conversation with a click, providing an AI-generated summary that includes a customer happiness score and even a recommendation for the best next step. This makes it easy to loop in other teammates and share the summary, enabling your team to work seamlessly behind the scenes to support your customers.