Product updates

We’ve made new improvements to the Dialpad integration: Updated permissions: Company admins will be the only ones that can set up channels now. They will be able to add all phone numbers, including personal lines to Front. Queued calls support: We will now show queued calls within Front! This means that if a call center or department has call queues set up, we will show when a call is queued and waiting to be assigned to a user to ring.Learn more

Winslow is an AI-powered HR assistant that helps employees and HR teams find answers to questions about company policy, benefits, and procedures. With Front’s integration with Winslow, your teammates gain instant access to internal HR documents, company-specific context, and timely support by bringing answers directly into your workspace. Learn more.  

Company admins can now grant teammate groups (or even specific teammates) permission to create, edit, and delete teammate groups, empowering other users to manage their own group memberships and structures and saving company admins time. Learn more.  

OnTrac delivers ground shipping services across the Western United States. Front’s integration displays direct tracking URLs in relevant conversations, allowing agents to quickly access shipment details and provide accurate customer updates without leaving Front. Learn more. 

Alaska Airlines Cargo provides reliable air freight services throughout Alaska and across the United States. Front’s integration with Alaska Airlines Cargo delivers tracking information directly to your inbox, displaying cargo tracking URLs within conversations to help your team efficiently handle air cargo inquiries. Learn more.

Southwest Cargo provides air freight services across Southwest Airlines’ extensive domestic network. Front integrates with Southwest Cargo to provide convenient access to air freight tracking information within your inbox by surfacing the direct cargo tracking URL associated with your shipments within relevant conversations. Learn more.

United Cargo offers a comprehensive suite of air freight services with United Airlines’ global reach to transport shipments worldwide. Front integrates with United Cargo to display cargo tracking URLs for relevant shipments directly in your conversations giving teams instant access to comprehensive tracking details and streamlining air freight inquiries. Learn more. 

Delta Cargo offers air freight and logistics solutions, connecting businesses to markets around the world. Front seamlessly integrates with Delta Cargo, bringing essential air freight tracking information directly into your inbox by displaying the direct cargo tracking URL for relevant shipments within your conversations. This integration enhances your team’s ability to manage air cargo inquiries efficiently by providing a direct link to the most up-to-date tracking details on the Delta Cargo website. Learn more.

Front Chat now lets you initiate chats instead of waiting for visitors to reach out. Trigger a message on key pages and add quick-reply buttons or open-ended prompts. Use it to send service alerts, engage high-intent leads, highlight new features and more. Learn more. 

Skip the menus and use the new keyboard shortcut to instantly forward any message as a new conversation. Mac: ⌘ + ⌥ + J Windows: Ctrl + Alt + J Learn more about keyboard shortcuts.

You can now use account custom fields in the chatbot flow builder to branch visitor journeys alongside existing contact fields. Tailor each chat experience and route customers to the right rep for faster, more personalized support. Learn more. 

Knowledge base admins and editors can now schedule and review multiple articles at once, saving time when managing large content sets. Reviewers also receive daily reminder emails instead of a weekly digest, helping teams keep articles up to date more quickly. Learn more. 

American Airlines Cargo provides a wide range of shipping services for freight and mail across a vast global network. Front integrates with American Airlines Cargo to provide immediate access to air freight tracking information within your inbox. By connecting your American Airlines Cargo account, Front surfaces the direct cargo tracking URL associated with your shipments within relevant conversations. This integration streamlines your team’s workflow, allowing for quick and easy access to detailed tracking information on the American Airlines Cargo website. Learn more.

Front seamlessly integrates with UPS, one of the world’s largest package delivery companies, to bring essential package-tracking details into your inbox. Once connected, Front displays the real-time shipping status and tracking URL using either a tracking or reference number associated with your conversations. This integration enables agents to quickly access crucial shipment information and provide accurate updates to customers directly within Front. Learn more.

Coming soon, you’ll be able to streamline staffing and ensure all your inboxes are covered with Workforce Management for consistent, quality customer support. With Front’s native Workforce Management add-on you can:Streamline scheduling: Build custom recurring shifts with defined inboxes, teammates, and cadence and set specific staffing requirements for each inbox to ensure proper coverage.   Stay ahead of coverage gaps: Keep schedules up to date with native time off management and coming soon, Google Calendar syncs. Get complete oversight into staffing and quickly identify coverage gaps with filterable timeline schedule views and coverage gap alerts. Improve team productivity: Teammates get full visibility into their upcoming shifts with improved teammate schedule view. You can also automatically route conversations based on shift schedules and workloads, preventing burnout. Workforce Management will be available to select beta participants for free during the beta period and $20 per scheduled per person per month at launch. Sign up to join the beta waitlist now.    

Enable your customer portal, knowledge base, Support Report, and chat widget—all from one place. Each feature can be toggled on or off, and you can customize the branding and layout to match your needs. Give your customers everything they need to help themselves, and scale your support effortlessly. Learn more.

With new ticket status groups, you can now create unique sets of statuses tailored to each inbox’s workflow. Hide default statuses where needed, easily make bulk updates, or keep it simple with company-level statuses. Learn more. 

Automatically close a ticket or conversation after a certain period of time in “resolved” or “archived” status (and prevent it from being reopened) for more accurate resolution analytics. You can also close conversations manually using the three-dot menu. Learn more.

Send out a single bulk reply to multiple customers experiencing the same issue, like a bug or outage. Learn more.

Admins can now set resolution targets for Time to Resolve workflows with the resolution time goal rule. This allows teams to prioritize work based on any task resolution time, not just response time. Learn more 

The new Retool integration seamlessly connects your Retool application with your Front environment, enabling powerful context-aware workflows. It automatically passes the conversation ID and teammate ID from Front to your Retool app via URL parameters. With this contextual data, your Retool plugin can dynamically display information tailored to the conversation currently being viewed in Front. This integration is available to all plans for $250 per month, billed annually. Learn more. 

Connectors can now handle attachments, allowing users to use macros and rules to trigger a connector to send attachments to third-party applications. Learn more

With our all-new integrated Dialpad experience, you can handle voice calls and SMS in real time alongside emails, live chats, and your other channels — all within Front:Real-time call actions: Receive call notifications and place calls right inside your Front inbox (no plug-in required) AI call summaries: Get up to speed with recordings and AI-generated call summaries in Front Voicemails and transcripts: Listen, comment, and tag teammates on call transcripts and voicemails Automatic status sync: Keep agents focused with automatic “busy” status syncs SMS error messaging: Instantly see if messages fail to send directly in FrontLearn more about how the new Dialpad integration can elevate your omnichannel support. 

With Front’s Mobile SDKs for iOS and Android, you can embed chat directly into your mobile app, making it easy for customers to get real-time support on the go. Learn how to set up Mobile SDK for iOS and Mobile SDK for Android.  

Smart QA replaces the need for manual ticket reviews by automatically generating scorecards and surfacing insights in a dedicated dashboard. Save time and get a more accurate picture of agent skills and quality of performance by replacing limited, manual reviews with comprehensive, automated AI scoring Here’s how it works:Customize your scorecard: Select the criteria that matter most from our extensive library like tone, professionalism, and personalization. Auto-review every ticket: Get an automated QA scorecard on each closed ticket for a more accurate view of agent skills and performance. Track quality at scale: Understand team performance and support effectiveness with dedicated analytics for your QA metrics. Now generally available, Smart QA is available as a plan add-on for customers on the latest Growth plan and above for $20/seat/month.Read the help center article to see how Smart QA can help you gain more control over service quality.