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98 Topics

helena
helenaCommunity Manager
published in Announcements

Webinar: How to scale delightful customer experiences with self-service supportEvent

Make self-service your customer’s most loved form of support.Join us with customer experience experts, Maxime Manseau (Birdie), Susana de Sousa (Ex-Loom, Airbnb), Nisha Baxi (Gong), and Kenji Hayward (Front) to learn how to transform your self-service support into delightful experiences. In this webinar, you’ll learn: How to create personalized, valuable experiences that lead customers to success How to scale support through self-service channels and streamline for faster resolutions How to measure the performance of your self-serve resources 📍 Watch on demand

751
andrealean
9 hours ago
ChrisTheLight
ChrisTheLightConversationalist
asked in Product Q&A

Chatbot authentication based on email address

Hi Everyone, I have just started using a chatbot and I am loving it but I am stuck on one part.  I want to authorise a user based on their email address they submit.  I have created an Open Ended Question “To see if you qualify for support, please enter your email address?” once they enter i cannot see how using ‘Branch by visitor data’ or ‘Branch by keywords’ how to take this input, check if the user already exists.I mistakenly tried to use ‘Collect contact details’ first but realised that this actually creates the contacts.If anyone has any ideas about this or smarter ways of doing authentication against contacts then i would love to hear your ideas.Keep up the good work, the chatbot will be a gamechanger for us and allow us to move away from email support.Chris

5
R
9 hours ago
andrewp
andrewpRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7080New

added idea PRD-I-7080 Shopify integration should check other email addresses — Idea submitted in AHA and pushed to Insided via API

0
andrewp
10 hours ago
marie_chardon
marie_chardonFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7077New

added idea PRD-I-7077 Selecting multiple simultaneous actions with AI Compose — Idea submitted in AHA and pushed to Insided via API

0
marie_chardon
11 hours ago
Rich
RichFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7073New

added idea PRD-I-7073 Connecting an external KB to suggest emails responses in Front (Notion KB) — Idea submitted in AHA and pushed to Insided via API

0
Rich
17 hours ago
Rich
RichFronteer

AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-7072New

added idea PRD-I-7072 Connect and External KB to Front to suggest replies by email (Intercom) — Idea submitted in AHA and pushed to Insided via API

0
Rich
17 hours ago
Baptiste
BaptisteFronteer

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7071New

added idea PRD-I-7071 Search filter: include/exclude attachments — Idea submitted in AHA and pushed to Insided via API

0
Baptiste
17 hours ago
mhumphreys
mhumphreysConversationalist
asked in Product Q&A

Can you create shifts without assigning someone to it?

I was thinking of creating shifts for when we have people coming in to work on the weekends they can be temporarily added to the weekend shift. That way others could see who else was working. Is there a better way to handle this? If not, how do you create a shift without having someone assigned to it?

1
cat_apac
1 day ago
mhumphreys
mhumphreysConversationalist
asked in Product Q&A

Microsoft Teams plugin

Is there a Teams plugin in available or any plans to integrate it in the future?

2
mhumphreys
1 day ago
P
Product MarketingCommunity Manager

Live Dashboard for real-time visibility into your support operationsNew Release

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 sc

290
P
1 day ago
bianca_stefan
bianca_stefanRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7067New

added idea PRD-I-7067 Blocked account filter for admins — Idea submitted in AHA and pushed to Insided via API

0
bianca_stefan
1 day ago
hgoodwillie
hgoodwillieRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7062New

added idea PRD-I-7062 Make previews of linked conversations show up in reply comments — Idea submitted in AHA and pushed to Insided via API

0
hgoodwillie
2 days ago
michael_h
michael_hRookie

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7061New

added idea PRD-I-7061 Knowledge Base content review reminder — Idea submitted in AHA and pushed to Insided via API

0
michael_h
2 days ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion

Front-end data analysis.

Hello, esteemed Front community,In my desire to monitor my own performance, I wanted to understand how to interpret the data obtained through Front analysis, what it relates to in my case, and how to improve processes to have a clear vision of my activity.How can we balance workload and response times within the team to ensure both operational efficiency and customer satisfaction, considering individual differences in handling and response times of team members?Interpretation of DataMessages sent: 30 Average reply time: 59m 20s Average first reply time: 1h 14m Average handle time: 6m 17s Archived conversations: 45Methodology of Calculation and Definition of Indicators Messages sent: Definition: The total number of messages sent by Agent A in the specified period. Calculation: All messages sent by Agent A within the specified time frame (July 16-22, 2024) are summed up. Reply time: Definition: The average time it takes for Agent A to respond to received messages. Calculation: (Total

1
sadie_mcdaniel
3 days ago
Javier - Developer Relations
Javier - Developer RelationsCommunity Manager
published in API news & updates

Another update on Chrome's third-party cookie deprecation affecting Front pluginsIMPORTANT

On July 22, 2024, Google released a blog post indicating that regulators may allow the continued use of third-party cookies if users opt into them. If this turns out to be the case, it will still be important to provide alternatives to third-party cookies for those users who do not consent to the use of third-party cookies, as noted in our original post. However, Google continuing to support third-party cookies would allow you to keep using these cookies in Front plugins if you have control over the browser decisions of your users (if all your plugin users belong to your company, for example).

230
Javier - Developer Relations
3 days ago
Gaspard
GaspardFronteer
posted in Desktop release notes

Front Desktop 3.57.5

Updates Electron to v30.2.0 Limits the type of permissions that plugins and integrations can request to strengthen security.

0
Gaspard
3 days ago
JohnW
JohnWSmart Cookie
asked in Developer Q&A

Website Form Submission to a Forms Channel using Gravity Forms

Can Forms Created in Gravity Forms be used with Front’s Forms Channel?  We’re in the process of updating our website.  We currently use Gravity Forms to build forms and collect contact and quote requests.  “Ideally,” we would like to continue to use Gravity Forms, with Front’s “Form Inbox” functionality.  Is it possible to use Gravity Forms with Front’s Forms Channel?Related:  I was surprised neither Gravity Forms nor any other Web Forms solution was present in Front’s Integrations Directory.

1
JohnW
3 days ago
samsheridan
samsheridanHelper

AHA idea https://front.ideas.aha.io/ideas/PRD-I-7052New

added idea PRD-I-7052 Include application object titles as search keywords — Idea submitted in AHA and pushed to Insided via API

0
samsheridan
3 days ago
bianca_stefan
bianca_stefanRookie
posted in Workflows discussion

Utilizing Chatbots for Customer Responses and Order Processing

Hello Front Community,In an effort to streamline our customer service processes and enhance efficiency, we've been exploring the use of chatbots to handle customer inquiries and process orders. Here's an overview of our approach and some insights into how we monitor customer satisfaction using Service Level Agreements (SLAs).Utilizing Chatbots for Customer Responses and Order ProcessingChatbots for Customer InquiriesWe have implemented chatbots to manage routine customer inquiries. These chatbots are programmed to provide instant responses to common questions, freeing up our human agents to handle more complex issues. This not only reduces response times but also ensures that customers receive prompt assistance at any time.Automated Order FormsOne of the key functionalities we've developed is the use of chatbots to process customer orders. When a customer sends an email with an order, our chatbot extracts essential information such as:Order details Weight of the goods Origin and destin

0
bianca_stefan
3 days ago
lora_brasser
lora_brasserConversationalist
posted in Workflows discussion

Knowledge Base Use Cases

Hey folks,We started using the knowledgebase for internal tips and tricks about Front. I’m bringing in other team members to brainstorm how it can be used across our organization internally, and where it might also be useful externally. How are your teams using the knowledgebase? 

5
razvan_anghelescu
3 days 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?

7
razvan_anghelescu
3 days ago
farmhand
farmhandRookie
asked in Developer Q&A

2 Channel Limit for Development Account

Front does not support a development sandbox, so we setup a separate Front instance to build our app integration. We are hitting the 2 channel limit on the free plan, so we are not able to test all 3 channels that we support: chat, SMS, and email. Is there a way to get our staging instance upgraded at no cost? Or is there some other way to configure our paid Front instance for use in a staging/development environment?

1
Javier - Developer Relations
4 days ago
helena
helenaCommunity Manager
published in Announcements

[Free template] How to build a customer service QA scorecardresource

If you’re only tracking CSAT and NPS, you’re still missing a critical metric to fully understand customer service.Your internal quality score (IQS) helps you understand the quality of the conversations between your customers and your customer service team. Model your internal QA process after our award-winning support team and learn:How to set up a QA process using a scorecard — template included! How to measure your internal quality score (IQS) Why IQS is important to track alongside other customer service metrics like CSAT and NPS📌 Steal our template here.

451
JohnW
4 days ago
angus
angusRookie
asked in Product Q&A

Time to First Response as an SLA

Is it possible to implement a “time to first response” SLA that only looks at the time between the first message and the subsequent reply? Use case: Implement a Time to First Response SLA which measures the time from the very first message received in a conversation, to the very first reply sent. I’ve tried implementing the rule with a “when” condition of “doesn’t have tag ‘First Reply Sent’”, which is added by another rule when the first reply is sent. However, this seems to do weird things with reporting, as the analytics can see that an SLA breach tag is added when the SLA is breached, then removed when the reply is sent, but seems to think that the SLA no longer applies because the First Reply Sent tag has been added, so it doesn’t show the conversation in the “SLA breaches” stats. Note that it does show the conversation in the “SLA breach time (avg)” stat, which is a little confusing If there’s another way to implement this, please let me know!

2
cat_apac
5 days ago
aaronm
aaronmRookie
asked in Get started on Front

Organize Snoozed emails by Received Date

A way to organize snoozed email order based on the actual date received and not on snoozed date/time (and make that the default and you can toggle to snooze if you prefer it)

1
sadie_mcdaniel
7 days ago

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