Product updates

Front Academy is our new, self-guided training platform. Whether you’re brand new to Front or an experienced user, our courses can help you get more from your Front experience.These on-demand courses are perfect for: Setting up Front for your company Improving daily workflows with best practices Deep diving into specific features to uplevel your knowledge Visit Front Academy here.

Boost.space is a data centralization integration that syncs data from Front into Boost.space for analysis and connections to other data sources. Learn more: Boost.space integration How to enable and use the Boost.space integration

Cardina’s AI-powered platform is designed to help customer experience teams resolve tickets faster while reducing costs, resulting in happier agents and satisfied customers. Learn how to scale support without scaling headcount: Cardina integration How to enable and use the Cardina integration

Now you can use the “Reply with a message template” rule action with rule sets. You can use this rule action to simplify lists of auto-reply rules by condensing them into a single rule.

You can now add webhooks directly to your app! Adding webhooks to your integrations no longer requires you to manually configure the webhook through rules anymore. Instead, you can configure the webhook as a feature of your app in the Developers page in Front. This allows apps to get real-time notifications when relevant events happen (e.g. a message is received, a comment is added, a tag is added), which is important for use cases like bots, data sync, and analytics/reporting.Learn more on our Developer Portal: How to add a webhook feature to an app Detailed webhooks information — Note that you can still configure webhooks through rules, but this new way of configuring webhooks makes partner apps more powerful and gives you more options for employing webhooks. The topic on the Developer Portal has more information on when to use one version or the other.

You can now enjoy the following enhancements from our Forumbee plugin: Browse through Help Center categories in the plugin Read article content directly in the plugin Highlight article text and press Insert to paste the contents into the composer See how to enable and use the Forumbee integration here.

Want to chat with your customers on your mobile app? You can implement the Front Chat widget in your app using a webview and access all our Front Chat features. You can see step-by-step instructions to set it up here.

Now with Front calendar, you can view calendars of teammates using Google calendar or Outlook calendar who aren’t in Front, as long as you have permission in Google or Outlook.

With our Azure Active Directory and Okta integrations, you can automatically sync teammate custom fields. Once you’ve set up the custom field sync, you can more easily use custom fields in rules and signatures. Learn more: Sync custom fields from Azure Active Directory (Azure AD) Sync custom fields from Okta

Now you can use teammate Groups in load balancing rules, so you can automatically distribute work evenly across team members and ensure the rules stay up to date.

Our OneLogin integration automates user provisioning, so you don’t have to manually update users and groups across inboxes, workflows, and workspaces.  Learn more: User provisioning with an Identity Provider (IdP) Teammate Groups

Aissist is an easy-to-use digital labor solution that analyzes user input and provides intelligent actions. Integrating it with Front can help automate drafting responses, adding tags, and commenting to seamlessly assist your team. Learn more: Aissist integration How to enable and use the Aissist integration

Now, messages with more than 50,000 visible characters will be truncated. You’ll still be able to view the full message with a quick click and easily access older messages in a conversation.

We’ve added support for two new channels, Telegram and Dialpad SMS, so you can reduce app switching.  The Telegram + Front integration enables you to connect a Telegram bot as a channel in Front and manage conversations with individual customers or groups of customers entirely from Front. The Front + Dialpad SMS integration brings all customer communications into one place, from emails to SMS to phone calls, enabling sending and receiving of messages using a Dialpad phone number directly from Front.Learn how to set them up now: Connect your Dialpad SMS channel Connect your Telegram channel

After launching dark mode in Front, we heard from several customers who missed the contrast of light mode and a dark sidebar, so we decided to bring it back! Users can select the Dark Sidebar option in the Theme personal preference.

We’re making it easier to search for messages with better organization of the senders. If there are multiple people within the conversation, the search results will show the original sender of the message, then the most recent sender of the message.

We’ve made several enhancements to our Salesforce plugin, including the ability to: Easily customize the fields and custom objects shown in your plugin view within the right sidebar Customize fields shown for all teammates (as designated by company admins) Log emails to people, opportunities, and accounts directly from the plugin Find information for a contact, lead, account, or opportunity with more comprehensive search results Learn more about our Salesforce plugin here.

Automate more workflows with enhanced rule logic. When the rule meets the condition criteria, you can now set the custom field value for a contact, account, assignee, inbox, or a dynamic variable to be updated.For example, when assigning inbound leads, if an account does not have an account manager, you can automatically update it to be the first assignee. Or if you want to automatically update an account’s status based on contract status, you can update the custom field value from “awaiting signature” to “onboarding” once a contract is signed.

This update helps with data hygiene through dropdown menus to select your desired field types and objects you want to apply. For example, if you’d like to tag messages based on a keyword in the subject line, you can select the “field type” as “tag” and then you can select from a dropdown of your existing tags, rather than having to manually type in each tag.

Users can now leverage a new default dynamic variable for Account Name in the composer and message templates.

All customers can use Outlook directory sync to bring Outlook’s Global Address List (internal team directory) to Front. This will help in auto-suggesting recipients when composing, and serve as an easy reference to see teammate information (e.g. job title) in contact details. Check out this help center article to learn more!

Views in Front create a tailored, dynamic work queue in users’ sidebars, making it easy to track and manage high-priority, categorized messages. We’ve updated our Views feature to simplify the way views are created and allow any user to customize their own.  For existing customers, we’re introducing Views but not yet forcing transition/migration from our legacy Views feature. Pinned tags/teammates and legacy Views will remain if you’ve already created one or more views. For Scale customers who never created legacy Views, the updated Views feature will replace the legacy feature.

Front Chat has a new look and feel that’s optimized for synchronous communication, so your team can easily respond to website chat visitors in real time.

You can now make subject, body, and header condition keywords case-sensitive. For example, if you’d like to extract country codes for Australia and India, you could set up the rule condition to be case sensitive for “AU” and “IN”.

You can now create and manage apps directly in Front with the new Developers page! The Developers page is available in your company settings (you must be an admin to view). View and manage all your apps in one placeWhether you're creating a Core API integration, a plugin, or a new channel type, the Developers page will be your one-stop shop for managing all the integrations you are developing or have published in the past. Read the full details in the Create, manage, and publish apps topic. Obtain OAuth or API token credentials without requiring assistance from Front SupportYou no longer have to contact Front Support to obtain OAuth credentials for your apps. You can now obtain your client ID, secret, and specify redirect URLs directly in Front for new apps. Note that existing OAuth credentials will continue to work, but will not appear in the app list.The new Developers page also lets you manage API tokens, which used to live under the Plugins & API section of the settings (removed by this update). Any existing API tokens have been migrated to the new page. Plugin integrations have been migrated to the new app experienceAll the plugins you have developed have been migrated to the new app experience. You should see them under the list of apps on your Developers page. The Plugins & API page has been removed by this update.In the new app experience, you create an app and then add plugins as a feature of that app.To learn how to add new plugin features to your apps, refer to the Create, manage, and publish apps topic. Channel integrations will be migrated soonWithin the next few months, we will add the ability to add channel types to apps. For now, continue developing channel integrations using the existing process, which requires you to contact our team to request a new channel type.