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ade_akinbobola
ade_akinbobolaConversationalist
asked in Product Q&A
knowledge base

Hi everyone,We’ve been using Front as our central communication hub for a while now, and one feature I’ve been exploring is the Knowledge Base. We’re a customer support team for a SaaS product, and I’ve been thinking about how we can integrate our Knowledge Base into our workflows to improve efficiency and response time.Here are some ideas I’m considering:Automating responses with canned replies: I’m looking to create pre-drafted responses based on our knowledge base articles, so when a customer asks a common question, agents can pull a response with just a few clicks.Routing tickets based on article relevance: Using Front’s rules to automatically route tickets to the right team member when certain knowledge base topics are mentioned, to ensure that inquiries are resolved by the most knowledgeable person on the subject.Internal collaboration: Having team members refer to knowledge base articles directly in Front’s conversation threads to resolve issues faster.I’d love to hear how other

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E
6 hours ago
P
Product MarketingCommunity Manager
New integration: SwiftCXNEW RELEASE

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. 

30
P
10 hours ago
P
Product MarketingCommunity Manager
Move phishing conversations to SpamFEATURE UPDATE

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.

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P
11 hours ago
mary
maryConversationalist
AHA idea https://front.ideas.aha.io/ideas/PRD-I-7847New

added idea PRD-I-7847 Update signature automatically in email draft — Idea submitted in AHA and pushed to Insided via API

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mary
16 hours ago
ido
idoRookie
asked in Product Q&A
starting a whatsapp conversation?

Hi All,we have integrated our business whatsapp (not through) Twilo and I was wondering how can I initiate an our going conversation? Thanks, Ido 

182
ade_akinbobola
18 hours ago
P
Product MarketingCommunity Manager
Application Object Improvements: new macros templates and UI updatesFEATURE UPDATE

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.

160
P
1 day ago
P
Product MarketingCommunity Manager
Update teammate assignment limitsFEATURE UPDATE

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. 

70
P
1 day ago
fred_bidot
fred_bidotFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-7845New

added idea PRD-I-7845 Loops in rules to process multiple items in a list — Idea submitted in AHA and pushed to Insided via API

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10
fred_bidot
1 day ago
nate2024
nate2024Rookie
AHA idea https://front.ideas.aha.io/ideas/PRD-I-7844New

added idea PRD-I-7844 Improve search features — Idea submitted in AHA and pushed to Insided via API

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10
nate2024
1 day ago
cole_madray
cole_madrayConversationalist
asked in Workflows discussion
Making Notifications More Prominent

Hey folks,Our CS and TS teams work primarily through our CRM software (sonar) to respond to tickets via phone calls, but we do assign out messages through front was well. However, because our team mainly “lives” in our CRM software, sometimes front assignments get overlooked. I wanted to see if anyone had any bright ideas on best practices for notification rules or ways to make notifications more prominent/ increase the likelihood a team member is aware they have messages to respond to?

121
Luke
1 day ago
fred_bidot
fred_bidotFronteer
AHA idea https://front.ideas.aha.io/ideas/PRD-I-7843New

added idea PRD-I-7843 Testing rules: rule sets support — Idea submitted in AHA and pushed to Insided via API

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10
fred_bidot
1 day ago
daniel_smith
daniel_smithRookie
posted in Workflows discussion
Customer Success Rules

Hello, Curious if anyone has seen any rules (outside of the “standard” rule set that really helps CS teams perform well? I am aware of the SLA features and love those, but any creative workflows or sequences anyone has seen work really well for Customer Success teams?

54810
cole_madray
2 days ago
helena
helenaCommunity Manager
published in Announcements
Enhance cross-department collaboration with our latest insightsResource

We've just released a comprehensive guide to help you break down silos and boost collaboration across departments to deliver the best support for your customers. Here are some key takeaways: Engineering collaboration: Learn how integrating support teams with engineering can lead to proactive problem-solving and a more cohesive product development process. Marketing synergy: Discover strategies for aligning support and marketing efforts to ensure consistent messaging and a unified customer experience. Product development partnership: Understand the importance of involving support teams in product development to provide valuable customer insights and enhance product usability. Operational efficiency: Find out how cross-functional partnerships can streamline operations, leading to increased efficiency and business growth. 👉 Dive deeper into these strategies and more in our full blog post: From silo to powerhouse: how nurturing cross-functional partnerships can amplify support’s imp

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helena
4 days ago
Maud Vincent
Maud VincentRookie
AHA idea https://front.ideas.aha.io/ideas/PRD-I-7836New

added idea PRD-I-7836 automatically set a text headings to be any colour by default. — Idea submitted in AHA and pushed to Insided via API

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Maud Vincent
4 days ago
siddharam_goranale91
siddharam_goranale91Conversationalist
asked in Developer Q&A
Store private app concfiguration in app settings

We have developed a custom app for Front to display insights, and we would like to store the app's configuration directly within the app settings for ease of access and management. Could you please guide us on the following points:Is it possible to store custom configuration data within the app settings in Front? If yes, what is the recommended approach or API to achieve this? Are there any limitations or best practices we should consider while implementing this functionality?Your assistance would be greatly appreciated, as it will help us optimize our app and ensure a seamless user experience.Looking forward to your guidance.

222
siddharam_goranale91
5 days ago
helena
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! 👋

100651
helena
5 days ago
kgarvey
kgarveyConversationalist
AHA idea https://front.ideas.aha.io/ideas/PRD-I-7835New

added idea PRD-I-7835 Add native WIndows on ARM support for the desktop client — Idea submitted in AHA and pushed to Insided via API

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kgarvey
5 days ago
baris_celik
baris_celikConversationalist
asked in Get started on Front
Tips and Tricks

What are some of the best tips’ and tricks for users moving from traditional outlook?

301
Javier - Developer Relations
5 days ago
Javier - Developer Relations
Javier - Developer RelationsCommunity Manager
posted in Welcome
Meet the Community | Introduce Yourself!

Howdy all! My name is Javier and I lead the Developer Relations team at Front. Super excited to learn about everyone’s experience building integrations on Front, and to see how we can take the Front Platform to a better place together. In my spare time, I enjoy travel, motor racing, and cooking. We’d love for you to introduce yourselves in the comments below!Welcome to our community 

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Javier - Developer Relations
5 days ago
Maxime Haudebert
Maxime HaudebertFronteer
posted in Developer discussion
Post automatic comments in your JIRA issues when linking them in Front

This will help you make sure a Front conversation being linked to a JIRA issue will not go unnoticed. The idea here is to leverage our JIRA connectors through an app request rule that will automatically post comments in JIRA issues when those are linked to a Front conversation. Here’s how your rule should look like: This rule will trigger on app objects being added to a conversation, will check that the added app object is a JIRA issue, and will post a comment in that JIRA issue  This is the dynamic variable used to determine if the added app object is a JIRA issue This is the dynamic variable used to extract the JIRA issue key used to post the comment The comment body referencing the conversation ID to link JIRA users directly back to the conversationComment body:{"version": 1, "type": "doc", "content": [{"type": "paragraph", "content": [{"type": "text", "text": "New report for this issue (automated message)", "marks": [{"type": "link", "attrs": {"href": "https://app.frontapp.com/open

90
Maxime Haudebert
5 days ago
helena
helenaCommunity Manager
published in Announcements
🦸 Front Rewind 2024: A year of AI-powered, customer first supportFeature

2024 was a year of incredible innovation and impact for Front customers, who collectively accomplished:📬 394M messages sent🤖 3B AI & automation actions completed⏳ 14M hours saved for teams Our customers proved that exceptional service isn’t about AI replacing agents—it’s about AI empowering them. 💪Here’s what we delivered to make it happen:100+ new features, including Ticketing, AI Answers, and Suggested Replies. Faster resolutions, smarter workflows, and tools to delight your customers. Time saved with AI and automation, helping teams scale support with ease. Looking ahead to 2025:📊 AI going beyond routine tasks to provide deeper insights.⏱️ Even faster, more personalized customer service.🤝 AI as your team’s partner, not a replacement.💡 Ready to see the full recap of how we’re building for AI-powered, customer-first support? Plus, a sneak peek of what’s next in 2025? Check out Front Rewind 2024 here. What was your biggest win this year? Let us know! 🚀

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helena
6 days ago
P
Product MarketingCommunity Manager
New integration: TextLocateNEW RELEASE

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. 

120
P
6 days ago
jake
jakeFronteer
AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7830New

added idea PRD-I-7830 Contact List analytics — Idea submitted in AHA and pushed to Insided via API

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jake
6 days ago
kmitch
kmitchConversationalist
asked in Product Q&A
Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code. 

193
justin
6 days ago
P
Product MarketingCommunity Manager
Require login for knowledge base access

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.  

120
P
6 days ago

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