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helenaCommunity Manager

published in Announcements

Interview: How Front’s Head of Support built the company support cultureResource

At our annual signature event, Frontlines, we hosted an industry panel of CX leaders about how they built customer-first organizations. Front’s own Head of Support, @Kenji Hayward, moderated the conversation. Kenji and I started at Front around the same time (he was my manger for many years, actually) — so I know firsthand the wealth of experience and knowledge he has. And so, as an extension of his panel that he hosted, I wanted to ensure we get him in front of our community to talk in-depth about how he built the strong company-wide support culture here at Front, including:The early days of the support team at Front Mistakes made when trying to involve more of the company in providing customer support How a support program was successfully formalized and embedded into the company Listen to our interview below: Shoutout to @PhoebeatFront @Cori @evano @jason @Luke @jessye @haley @sadie_mcdaniel @MaggieL for making appearances in the stories we shared and laughed about 😄 If you enjoyed

130

6 hours ago

jasonFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7536New

added idea PRD-I-7536 Option to disable console.logs in Front Chat — Idea submitted in AHA and pushed to Insided via API

7 hours ago

helenaCommunity Manager

published in Welcome & resources

Education & resources for all Front users

Whether you’re just getting started with Front or are a seasoned pro, you’re bound to come across questions — even our own Front teammates learn new ways to use Front all the time! So, to ensure you have easy access to all the education and content we produce, here’s a roundup of them all. And of course, if you have any questions at all, post them here!We recommend that you bookmark these links in your browser under a Front folder:🌎 Front Community: You’re already here! Join fellow users in our community to chat about the product, learn what others are doing, read about updates, and submit your own feature ideas. 🎓 Front Academy: Get all your Front knowledge through thoughtfully-crafted courses containing videos, GIFs, and quizzes, made for all skill levels to help you get the most out of Front. We highly recommend these learning paths: To set up Front: Take our Front Administrator Certification program to not only fully set up Front for your company, but also earn a certification w

4156

8 hours ago

helenaCommunity Manager

published in Welcome & resources

Introduce yourself

Hey Front community! I’m Helena, Product Education Manager on our Education team at Front. I previously worked on the Support team, so I might have responded to some of your emails if you ever corresponded with Support 🤓 I’m excited to meet you all now here on a different forum where we can talk to each other even more. Before coming to Front, I was a classroom teacher, so I love learning about anything and everything, especially how you use Front. Please introduce yourself in the comments below and share anything you’d like: your hobbies, what your work in Front looks like, your role, your favorite book, and more. Welcome to our community! 👋

93649

8 hours ago

john_postiglioneRookie

asked in Product Q&A

Snooze when a specific tag is applied

I am looking to snooze conversation when a specific tag is applied. I cannot seem to find a way to set this up. Can this be done?

10 hours ago

Product MarketingCommunity Manager

Enable ticketing in your inboxNew Feature

Now you can enable ticketing IDs and statuses in your inboxes, making it easier than ever to track, organize, and resolve complex customer requests at scale. You can also track ticket volumes and statuses in real-time in the updated Live Dashboard. Learn more

1452

10 hours ago

DianeRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7534New

added idea PRD-I-7534 make macros open in individual inboxes — Idea submitted in AHA and pushed to Insided via API

11 hours ago

DianeRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7533New

added idea PRD-I-7533 add a CC line in message templates — Idea submitted in AHA and pushed to Insided via API

11 hours ago

DianeRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7532New

added idea PRD-I-7532 Forward meeting to colleague when i am not the owner of the initial meeting invite — Idea submitted in AHA and pushed to Insided via API

11 hours ago

DianeRookie

asked in Product Q&A

individual macros

Will macros currently set up in the team inbox eventually be allowed to use in individual inboxes? Our customer base tends to first reach out to the CSMs first and we are trying to transition them over to our Support team so responses are quite repetitive during this transition period and having macros that are currently applied in our shared inbox be allowed to be used in personal inbox would be very helpful

12 hours ago

helenaCommunity Manager

published in Product Q&A

Frontlines 2024 AMA: Your questions answeredAMA

We received a ton of great questions in the live chat during our Frontlines event, so we wanted to ensure we share all that information with our community! Scroll down to the comment section to see all the Q&As — we’ll continue to update this post if we receive more questions, so make sure to click the Subscribe button to follow along. ❓ Have additional questions? Add a comment and we’ll answer those too. P.S. Don’t forget to check out the cheat sheet post with all the resources from Frontlines!

10214

13 hours ago

justin_onealRookie

asked in Product Q&A

Talkdesk Integration Uses

Hello all, I am working on setting up an integration between Talkdesk and Front. It seems this will allow me to pull in call data from Talkdesk, but I was wondering if anyone else is using this integration and what are some of the best use cases you’ve found with this integration. Thanks!

13 hours ago

justin_onealRookie

asked in Get started on Front

Archive Impact on Synced Inboxes

Hello, I may have missed this point during the Academy training, but when you Archive emails using Front, does that also sync those actions with the connected channel inbox? Or is archiving specific to the Front platform and does not affect the channel email inbox? Hopefully this makes sense, thank you for any insight!

13 hours ago

micahtcsRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7530New

added idea PRD-I-7530 Change chat status to away if team members are busy/away — Idea submitted in AHA and pushed to Insided via API

14 hours ago

AmélieConversationalist

asked in Get started on Front

Discussions on Microsoft Teams or Front?

Hi Front Community!I have just moved my teams into Front over two weeks ago, everything is going smoothly but I would like them to use more the Discussions tools in Front to communicate between them, instead of Teams.The challenge I have is that we are collaborating with many teams in our business not using Fromt and using Teams, so it is difficult for my teams to understand why they should use the Discussions channels. How do you compete with MS Teams for your teams to use Front? And what tools we could be using to attract them into Front Discussions?Thanks

23 hours ago

MarrielleFRookie

asked in Workflows discussion

Is there a way to view the threads that you've assigned to another team member?

Hello! I’d like to know if there is a way to view the threads that we’ve assigned to another team member? I’m asking this because I also want to keep track of the threads that I’ve assigned to another team member and follow up with them in case they are not responsive, may have forgotten to respond, or if they’ve accidentally archived the thread. I’ve had experiences where I’ve assigned a thread to a team member but they don’t always get back or respond right away, and I would end up forgetting about it. It’d be great to know where we can view these threads in one list just so there is at least one person to keep an eye on the thread in case the one assigned is busy. Thanks for the help!

1 day ago

Nino_KhEnthusiast

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7521New

added idea PRD-I-7521 As a user I want to manage contacts for an Account in bulk — Idea submitted in AHA and pushed to Insided via API

1 day ago

asolinskiRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7520New

added idea PRD-I-7520 Facebook Ad Manager link to Front Inboxes — Idea submitted in AHA and pushed to Insided via API

1 day ago

chamia_nizaralyRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7519New

added idea PRD-I-7519 Add a signature in my templates — Idea submitted in AHA and pushed to Insided via API

1 day ago

MynameischarlotteRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7518New

added idea PRD-I-7518 Notification for when a new article is added/changes are made in existing article in Knowledge Base — Idea submitted in AHA and pushed to Insided via API

1 day ago

phoebe_lamFronteer

AHA idea https://front.aha.io/ideas/ideas/PRD-I-7515New

added idea PRD-I-7515 Additional form types in KB — Idea submitted in AHA and pushed to Insided via API

2 days ago

kieran_nolanFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7512New

added idea PRD-I-7512 Create Linked Conversation Action via Macro — Idea submitted in AHA and pushed to Insided via API

2 days ago

helenaCommunity Manager

published in Announcements

Build no-code integrations with ConnectorsResource

Connectors allow you to build integrations in Front without writing code. You can enable powerful functionality like accessing order or shipment information automatically in a Front conversation anytime a matching ID is mentioned, canceling an order without leaving Front, or updating a customer record in your CRM with new information from your recent conversation. In addition to our pre-built connectors (Jira, Highway, Tai), you can also build your own custom Connectors that link your external systems to Front. We’ve created a series of short courses to teach you exactly how, filled with videos and tutorials to ensure you learn the basics to get Connectors up and running. Ready? 👉 Learn to build Connectors

290

2 days ago

marcRookie

asked in Product Q&A

Send to Slack - Create Link in Conversation

I am trying to link the Slack message created by the Send to Slack option, but I cannot figure out how to do that. I would like to either see the Slack conversation in the Front conversation or, at minimum, see a link to the Slack message in the Front conversation. Is there a way to do that?

2 days ago

alejandro_castroFronteer

asked in Product Q&A

New Ticket system

Regarding the new ticket system shown during the latest Frontline Presentation, do you have any documentation on this?

2 days ago

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