Product updates

Admins can now transform a shared inbox into an individual one and vice versa. This transfer is very handy when someone mistakenly creates their individual inbox in a workspace, or when a teammate leaves a company and you want to make their conversations available to all. Learn more. 

Agents can now set their availability status to "busy" when they step away from the computer. This ensures that conversations are only assigned when agents are available and ready to respond, and prevents existing conversations from being unassigned. Learn more.  

Now you can send attachments, including images, PDFs, GIFs, and more in chat!  Whether you need to share screenshots, product images, or detailed documents––your customers can get all the information they need right in the chat conversation. Learn more.  

Seamlessly integrate third-party data such as reservation statuses, shipment delivery dates, and more into your rules. This update allows you to create streamlined workflows where your teammates can perform actions in external systems—like canceling an order with a comment—without needing to switch between applications. Learn more. Cancel order with a comment:  

Now you can use third party data in your message templates! Compose messages faster with order statuses, shipment ETAs, and reservation dates, all without manually copying data from your third-party systems. To configure how your third-party data is used in Front, learn how to set up Connectors here  Already set up with Connectors? Learn how to start using your third-party data in message templates here   

Now you can enforce different data retention policies for specific inboxes. If you have both company-level and inbox-level data retention set up, the more specific inbox-level one will apply. Learn more. 

You can now build macros with dynamic variables! Dynamic variables adjust to the context of the conversation, enabling you to branch your macro flows or take actions accordingly.  Learn more. 

Highway enables shippers, freight brokers, and logistics service providers to verify carrier identity to reduce fraud and streamline the digital booking process. Front seamlessly integrates with Highway to surface relevant information about carriers and eliminate fraud in the inbox. Together, Front and Highway reduce fraud and increase broker productivity. Learn more. 

AI Summarize can now auto-generate summaries in shared inboxes after four email messages, so your team can stay in sync more easily. Learn more about AI Summarize in this course or this article and see how to turn on auto-summaries and other AI features here.

Now you can branch your chatbot flows based on visitor attributes (such as location, language, and more) to tailor chatbot messages to your visitors. Learn more. 

You can now download the history of all your chatbot conversations. Just head to the Chatbots report in analytics and click “Export Chatbot history.” Learn more. 

Now you can use content from external sources (such as an external knowledge base or your website) to train AI Answers in Front Chat to answer customer inquiries.Learn more.

Now you can speed up knowledge base article creation by drafting and refining content with AI. Provide bullet points or simple paragraphs and let AI create a full knowledge base article. You can also use AI to fix spelling and grammar errors, expand content sections, or make them more concise. If you host content in multiple languages, you can use AI to translate articles from one language to another.Learn more about AI features for knowledge base.

Now when you navigate to analytics, you’ll land on the Workload report. This new report brings everything you need to make staffing and scheduling decisions into one place. You can track workload by inboxes over time, along with resolution and reply time, to effectively staff your team to handle the volume of conversations.Learn more in this help center article.

Stay on top of the latest across your team with the new Live Dashboard. Get real-time visibility into open conversation queues to ensure fast responses, boost efficiency, and jump in to lend a hand when needed. With the new Live Dashboard, you can:Monitor key metrics in real time: Keep track of open and unassigned conversations by inbox to ensure your team is handling the volume. Identify bottlenecks: Spot potential slowdowns in real time to allocate resources where they're needed most. Track team performance: Monitor how conversations are distributed across your team to see who might need additional training or support.This new feature is now available to all company and workspace admins on the latest Growth plan or above — just hop over to Analytics to check it out! Learn more.With this update, we’ve also made some changes to your Analytics sidebar to make it easier to navigate: you’ll land on the brand new Workload report that brings all the insights you need to make staffing and scheduling decisions into one place. This replaces the Overview report, you can now find in the Legacy category.

Empower your support team with the latest AI features that help agents decrease resolution time, improve accuracy, and reduce inefficiencies. Features included: Suggested replies: Auto-draft replies to customer emails with AI, based on your knowledge base content. Similar conversations: View related conversations to quickly get historical context and jumpstart the solution. AI tagging: Automatically tag messages based on the topic or sentiment of the message. These Front AI features are available to turn on now, until we reach capacity. Company admins can go to Company Settings > AI to turn them on settings. Similar conversations, suggested replies, and tag by sentiment or topic will be free to use through the end of the year, but may be moved into a paid add-on in the future. Learn more:Front Academy courseHelp Center article     

Macros allow you to create shortcuts to increase your team’s productivity, reduce training time, and ensure processes are followed. Teammates can move messages, tag conversations, notify other teammates, and more—all with a single click.With macros, you can: Route conversations to the right teams  Escalate customer inquiries to the next support tier  Maintain consistent processes across your team Reduce onboarding and training time for new agents Read more in our blog, take our Front Academy course, or visit the help center to learn how to set up macros for your admin.  

Last fall, we released dynamic objects, which created useful shortcuts to your external systems. With Connectors, you can pull in even more third-party data to provide contextual information to agents without app switching.  With Connectors, you can: Flexibly bring in info about orders, shipments, bookings, and more  Quickly access external data to build powerful workflowsRead more in our blog or check out our help center on how to get started building Connectors. 

In addition to drafting messages, you can now use AI to refine existing drafts. Now, after starting a draft, AI Compose can:Expand your content or make it more concise Adjust the tone to be more professional, friendlier, or more empathetic Correct any spelling, grammar, or punctuation mistakes Translate your draft to and from 15 different languages to engage with your customers in their preferred languageLearn more about AI Compose:Front Academy courseHelp Center article

We’ve added several enhancements to AI Summarize to provide quick context and help keep your team on the same page. Updates include:Summaries are now universal, ensuring teammates see the same recap  They’ll now appear above a conversation with a short headline summary Summaries also now include comments, so you have the behind-the-scenes context of a conversation Each time a new message or comment comes in, the summary will automatically update. Learn more about AI Summarize:Front Academy courseHelp Center article 

With KrispCall, you can instantly obtain toll-free, local, mobile, and national phone numbers in over 100 countries, enabling immediate calling and texting capabilities. KrispCall’s integration with Front streamlines workflows by seamlessly logging phone calls, voicemails, and SMS messages within the Front interface.  This integration enhances business activity monitoring and management by providing a plugin that grants easy access to KrispCall’s features directly within Front. It also synchronizes contact information between the two platforms, eliminating the need for users to switch between systems to utilize telephony functions, and helps organize notes taken during calls. Learn more

Views create organized, structured ways of working and help teammates focus on high-priority conversations that meet certain criteria. Shared views enable admins to create a view and show it in selected teammates’ sidebars. Now admins on any of the latest plans have access to create shared views for their teammates.Learn more about shared views

Now you can customize your CSAT surveys with your brand’s colors and logo. You can also edit the survey prompt and answer field text. Learn more. 

With this update, you can automatically transition a chatbot conversation to an email thread with an agent. For inquiries that require further support, an agent can now easily pick up where the chatbot left off with context from the chatbot transcript.

When using dynamic objects in rules, Front will now wait on those systems to answer before proceeding. This will ensure your dynamic objects are up-to-date with the most current data from your third party systems, ensuring your rules run accurately. Learn more.