Product updates

With the Chatbot performance over time and AI Answers over time charts, the Chatbots report now helps you easily track and compare performance and AI accuracy over time. As part of this release, you’ll also see a more streamlined reporting interface, making it easier to analyze chatbot and AI Answers performance.

Admins and users can test rules on existing conversations and get instant feedback on which rule conditions and actions are performing as expected before setting them live. Learn more. 

Admins can now save their progress while building connectors, enabling them to pause and resume their work at a later time. We also made it easier to create application objects by allowing admins to select output fields directly from the API response and reorder the output fields for application objects. They can also now add application objects directly in macros allowing for users to easily trigger actions in external applications directly from Front. Learn more about application objects.  

TheLoops is an agentic AI platform that provides a comprehensive view of customer issues by integrating multiple data sources including CRMs, knowledge bases, and ticketing systems. Its integration with Front equips agents with a real-time AI copilot, offering detailed summaries of past interactions, suggested replies, and actionable insights directly in the Front sidebar. By connecting to knowledge bases and community resources and triggering automations in external systems, TheLoops empowers agents to resolve issues confidently and efficiently. Learn more. 

We’ve added a new field for Ticket IDs to Analytics exports, making it easier to analyze ticketing data outside of Front.  

AI Compose and AI Translations now offer support for Chinese (simplified and traditional), enabling you to engage more customers in their preferred language.Additionally, there are a couple of small enhancements to make crafting messages with AI Compose faster and easier:AI Compose now preserves formatting such as bolding, underlines, links, images, and text highlights. If you’re using AI Compose to craft a message from scratch, AI will insert “Answer here” when additional context is needed, enabling you to create more accurate drafts faster with the help of AI.

Coming this Spring, Smart QA replaces manual ticket audit processes with automated scorecards and comprehensive reporting, powered by Front Intelligence. Get ready for a complete view of agent performance without time-consuming manual reviews, thanks to AI. With Smart QA, you can:Customize your scorecard: Select the criteria that matter most from our extensive library of metrics, like tone, professionalism, and personalization. Auto-review every ticket: Get an automated, AI-powered QA scorecard on each closed ticket for a more accurate view of agent skills and performance. Track IQS trends: Understand team performance and service quality over time with filterable Internal Quality Service (IQS) reports.Smart QA will be built right into Front and offered as an add-on (pricing TBD). Join the beta waitlist now. 

Now you can set up custom ticket statuses to match your company’s unique processes. Create statuses such as “Waiting for customer” or “Waiting for Finance” for more granular tracking and precise automation. Custom statuses are currently available at the company level. Soon, you'll be able to set different custom statuses per workspace, enabling different teams and departments to set up the custom statuses they need for their processes. Learn more. 

With the new customer portal, now in open beta, customers have a convenient way to track their requests on their own, reducing unnecessary back-and-forth with your team. After you set up the portal, customers can submit inquiries and see the full conversation history with your support team. Every time an agent responds, customers will be notified instantly of the latest updates. Learn more. 

With the new resolution report, you can access out-of-the-box ticketing resolution metrics to identify trends, improve workflows, and plan resources effectively. With metrics like first reply time, handle time, waiting time, and more, you can uncover opportunities to boost team efficiency and deliver faster resolutions, giving you complete control of your support processes. Learn more.  

SwiftCX seamlessly integrates with Front to supercharge your customer service through three powerful AI tools: an AI Copilot to make it easy for agents to deliver replies based on pertinent source data, an AI Agent to automate and customize chat responses, and AI Insights to keep a pulse on the customer’s voice. Learn more. 

When you click Report phishing, the conversation will now be moved to the Spam tab and treated as such. If the conversation is from a Gmail or Office 365 channel, this status is synced back to Gmail and Office 365, respectively. Learn more.

Admins and users have more ways to easily discover and leverage Connectors and application objects in Front, including:New Connectors templates in the "Connect" section of the rule and macro template libraries Create an application object or application request directly from the rule or macro builder View more text for the application object descriptions, data field names, and data fields. Learn more about application objects.

Admins can quickly view and manage teammate assignment limits by entering the numerical limit for reach teammate or select multiple teammates to assign the same limit to all of them. Learn more. 

TextLocate streamlines your logistic operations with automated processes, real-time updates, suspicious activity alerts, and seamless communication with your drivers. The TextLocate integration shows you load information at a glance, directly in your Front inbox through a Connector. Access a link to the driver’s last known location, contact information, and much more at the click of a button. Learn more. 

Now in open beta, you can enable login controls to require customers or partners to log in to access your knowledge base content, giving you greater control over who can see your content. This can be configured with an external identity provider (IdP) using OpenID Connect (OIDC). Learn more.  

Admins can now turn on article reactions, letting users give a simple “yes” or “no” rating on article helpfulness. If users select “no”, they can also leave a comment to provide more context. With this feedback, admins can fine-tune their content to better serve their audience. Learn more.

Admins can now embed hyperlinks in the “message” step of their chatbot builder flow, so they can easily share links via chat without displaying a long URL. Learn more.

Your favorite performance metrics, such as resolution time and replies to resolution, now work with ticketing statuses. These metrics were previously only available if you had a conversation stage rule, but now both types of resolutions (stage and ticketing) are accounted for. Learn more about each resolution metric at the links below: Resolved conversations Unresolved conversations Resolution time Replies to resolution Resolved on first replyNote: Conversation stages will be gradually replaced by ticketing statuses—learn more here.   

The Live Dashboard now includes “waiting” and “snoozed” conversations in addition to “open” ones, giving support managers a full view of all conversations by status. Learn more.  

Syndico is a co-pilot for your property management business, enabling you to receive, analyze, and respond to requests, all while connecting directly with your suppliers. With the Syndico integration, you’ll see contextual information in the Front sidebar related to the conversation you have open. To get started, install the app and connect your property management software. Learn more. 

Yoom is a no-code, hyper-automation tool focused that automates daily desk work like data entry, document issuance, email correspondence, and other administrative tasks through technologies such as API integration, OCR, AI, and RPA. Integrating Yoom and Front streamlines customer communication by automatically sharing messages from Front to Slack or MS Teams, syncing contacts from CRM systems like Salesforce and Hubspot, and drafting responses with AI-generated replies. Learn more. 

Ariglad automatically updates and creates knowledge base articles by analyzing your support tickets, release notes, and other content. Ariglad connects to your Front knowledge base to ensure it is always up to date, allowing customers to find answers instantly and reducing support tickets. Learn more.

We’ve made some improvements to make it even easier to import Zendesk tickets into Front. You can now select a specific timeframe for the tickets you’d like to import into Front, and we’ll import the most recent tickets first. Learn more about the Zendesk importer. 

You can now build rules and macros to automatically update ticket statuses to enhance your team’s productivity, automate processes, and streamline your workflows. Learn more.