Product updates

Adding a new inbox or customer communication channel in Front is now faster and easier. Inbox and channel setup are now distinct, so you can set up the workflows that work best for your team. Whether you need multiple channels connected to a single inbox or a single channel with messages being routed to different inboxes, this flexible setup makes it easier to manage inboxes and channels.

Now you can add descriptions to your tags from the Tags menu in settings or directly from the tag menu in a conversation. Teammates can then hover over a tag in a conversation to see the description for more context and clarity.

Now when you view your teammate settings, you’ll be able to see the Workspaces and inboxes they have access to via teammate groups.

Front Chat now has a distinct sound for its notifications. With this update, you can easily distinguish Front Chat notifications from other Front notifications, so you can prioritize and respond to chat messages quickly.

We’ve updated our search suggestions to show more relevant results that are easier to scan. For example, now when searching for conversations with a specific person, the suggestions for that person as a sender, recipient, and comment author will be grouped into a single suggestion.

Now you have the option to filter out calendar updates from your search results. This update can reduce the number of results you need to sift through to find the conversation you’re looking for.

Now you can build plugins that embed themselves in Front’s composer. From there, these composer plugins can be accessed by clicking the app icon in the composer toolbar, creating a more intuitive experience for use cases such as smart drafting, file-sharing, and email encryption.Learn more in our developer documentation on plugins.

Now you can automatically add a new comment to a conversation when a custom field is updated. For example, you could add a comment when a deal size, due date, or office location changes, to give more critical context to your teammates.

With Teammate Groups, you can now create centralized lists of users to manage Workspace and inbox access. Instead of manually granting individual access, you can add individuals into the relevant Teammate Groups, which will give them access to any associated inboxes and conversations.Learn more about Teammate Groups.

For processes that span multiple Workspaces, you can now apply company tags. Company tags enable you to more easily automate rules and measure analytics across all Workspaces.

Cordless provides transcript-powered conversational intelligence that enables you to supercharge your customer support teams and voice workflows. The Cordless integration syncs call activity, recordings, and voicemails to your Front inbox. Learn more: Cordless integration How to enable and use the Cordless integration

We’ve made some enhancements to make it easier to apply the right tag to a conversation. Now when you search through a conversation’s tag menu, you’ll see more of the tag’s name. If you use nested tags, the parent tag will now be collapsed as you search, so you can more easily find the right subtag.

You can now view your schedule from an invite opened on Front’s mobile app to see how the meeting fits into your day. Select View calendar within the invitation to see the event populated on your calendar. From there, you can then swipe through to see your schedule on different days.

You’ll now see different shading for internal and external contacts when composing emails, based on the domain you’re sending from. This makes it easier to recognize if you’ve accidentally included an external contact instead of a teammate.

When a website visitor fills out the pre-chat form in the chat widget, the responses will now be visible to teammates within the chat conversation.

Levity makes it easy to train a custom AI on your own data to automatically process text, images, and PDF documents from Front conversations. Levity can read your incoming messages and apply your custom tags automatically. You can train Levity's AI with a few examples of your own data and integrate via Front automation rules. As a result, you will save time, your inbox will remain organized, and you can reply to the most important messages faster.Learn more:Levity integrationHow to enable and use the Levity integration

Now as you scan your conversation list, you’ll see higher priority items below the subject line. You’ll see a snippet of the latest unread message or comment in the conversation (even if there is a message draft), so you can quickly determine if the customer or your teammate has followed up.

You can now use Front’s mobile app to respond to calendar invitations on the go by selecting Yes, Maybe, No, or Send note.  

Once you’ve set up user provisioning with Okta, you can now automatically sync Okta groups to Front Teammate groups and use them in any of your rules. This reduces the headache of keeping track of who needs to be added or removed from Front, while also preserving your rules setup as teammates come and go.

Ringover's Front integration allows you to use your cloud phone dialer directly in your inbox, making it easy to chat with contacts over the phone or via SMS using your Ringover phone number. Conversations from Ringover are automatically logged in Front, capturing all important details, from timestamps and audio recordings, to agent notes, call tags, and more.Learn more: Ringover integration How to enable and use the Ringover integration

The UpBrains AI integration now allows you to generate responses to conversations using ChatGPT. This complements the existing capabilities of the integration, including the ability to recognize and read text from PDFs, images, and handwritten copy in more than 30 different languages.

We’ve renamed our Teams feature to Workspaces. The feature’s functionality has not changed; you can still use Workspaces to divide up your inboxes into separate spaces with their own workflows, analytics, and resources such as tags or message templates.

We’ve added support for bulk edits of custom fields on the company level. You can now export custom fields for all teammates and then import a CSV to bulk edit them in the Teammates tab.

You can now click and drag to select any set of cells in a table within your message, so you can easily copy and paste that selection.

We’ve expanded our conversation list filters, so you can quickly hone in and prioritize specific conversations in more of your inbox sections. In addition to existing filters for team inboxes and views, now you can filter by a specific tag or assignee for the following sections: your top-level inbox tab, assigned to me, shared with me, discussions, and individual inboxes.