Recently active topics

In the new UI, you can see that EVENTID Object is not displayed anymore.  This was really useful for us, and would be even better if clicking on it opened the link.In the new UI, to see that there is an object, you need to click on the Subject. Any way to bring this back?

In case you didn’t already know, we launched the Smart CSAT Model upgrade into GA on 16 September ! Thank you so much to those who participated in the BETA and shared feedback to make it a success. Summarising the impact and what we learnt: Three improvements:Better identification of which participant is the customer, so scoring is inferred from the right person More reliable handling of open-ended conversations A more discerning scale — ratings are better distributed across 1–5, so a 5 means more than it used toImpact: Because scores are calibrated differently, expect metrics to shift slightly - this will differ by account. Here's what we saw in our BETA testing with 10 customers:Mean star rating: 4.03 → 3.80. 5 stars is harder to earn. SmartCSAT% (share of 4–5 star): 64.9% → 60.9%. Much of the movement was 5s shifting to 4s, which stays inside the 4–5 band. This is a useful metric to continue to use when making historical comparisons  Scoring coverage is lower. The model now skips am

Hi, When did contacts become relationships? I’ve been away from the community for a while and am not up to speed on changes. Today I discovered my contacts on the right are now relationships. Sidebar still has contacts, but that is not visible or usable on the right. This didn’t seem like a big deal until I discovered you can no longer create new accounts as quickly and easily as before. We use the contacts and accounts visibility on the right all day, so this has really thrown a wrench in the works. Please tell me there is a way to fix this! 

Hi,I’ve been testing the agent functionality and I think it has a lot of potential, but for our use case the limiting factor is lack of enough webhook events.If agents are meant to behave like real teammates, they need to know when something happens to a conversation that requires their attention.At the moment we have assign, inbound, mention and unasign.What’s missing:invited to a new conversation New activity happens in a conversation assigned to me New activity happens in a conversation I followIf I start a discussion and put an agent in the To field, no webhook fires. I then have to assign the conversation to the agent before it even knows it exists.After that, if I have a follow up, the agent still won’t know unless they @mention it again.Similarly, if AI agent has drafted a reply, and I want a edit, I may just respond with a comment, but I have to remember to @mention each time.So instead of interacting with the AI like a teammate, users have to keep explicitly calling it into th

Hey, Having MCP and / or API be able to (at least) read the rules details would be a game changer. Other mail services allow to import / export rules as JSON files, which also helps a lot. Concrete example: Having to screenshot your rules 1 by 1 to share it to Claude to find bugs and inconsistencies is a real pain. The bigger the company, the more relevant this would be. Is this something Front could implement? 

We use Front MCP (mcp.frontapp.com) from an inbox agent (Pit Bot / grok@xxx.com) Workflow: a teammate @mentions the agent in a Front comment and asks for a fairing-kit mockup. The agent generates a PNG and needs to post it as an internal comment on that same conversation, visible to CS, not to the customer.What we tried: add_comment with conversationId + body. The MCP schema only has those two fields. get_attachment can download comment images, but nothing can upload them.What we expected: add_comment to take an attachments list, same as Core API POST /conversations/{id}/comments which already documents attachments as multipart/form-data, max 25 MB (https://dev.frontapp.com/docs/attachments-1). Teammates already attach images to comments in the Front UI (we do this daily with color swatches).What happened: we can only post text. We have to drop the mockup in a side chat and ask a human to attach it on the thread. That breaks the workflow.Ask: please add an attachments argument on add_c

If you build an application channel that syncs message templates into Front, you can now remove one directly instead of waiting for a resync. DELETE /channels/{channel_id}/application_message_templates/{external_id} Previously, when a template was deleted in your external service, Front kept its copy until the next full resync, which only runs on channel creation or a manual trigger. Now you can call this the moment your deletion webhook fires and keep Front in lock step with your template catalogue. The endpoint returns 204 on success, 400 if the channel doesn't support message templates, and 404 if no template matches that external ID. View full details in the Developer Portal.