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119
ggarcia51290
ggarcia51290Rookie
 Product Q&A
Simplifying Customer Self-Help

Our team uses a knowledge base to answer common questions, but we still spend lots of time manually sharing links, especially in live chats during peak hours. For example: When customers ask about ‘international roaming,’ we paste the same guide repeatedly Questions about ‘data limits’ require digging through articles We’re exploring ways to automatically suggest relevant help articles when certain topics come up in chats or emails. Questions we have: How do you balance automated suggestions with personalized replies? Can we trigger articles based on factors like a customer’s plan type? What metrics best show if this actually reduces reply time?

141
PhoebeatFront
ryan.franks
ryan.franksFronteer
 
AHA idea undefinedNew

added idea [Deleted] — Idea submitted in AHA and pushed to Insided via API

1
10
ryan.franks
clemente.ortuzar
clemente.ortuzarFronteer
 
AHA idea https://front.aha.io/ideas/ideas/PRD-I-8567New

added idea PRD-I-8567 Have granular visibility of custom fields — Idea submitted in AHA and pushed to Insided via API

1
00
clemente.ortuzar
shelleyannc
shelleyanncHelper
 Product Q&A
Add lists to a master list

We have multiple lists that serve different purposes. I’d like to identify all of the lists with a specific word in the name and add them to a master list. I don’t see a way to add a list to another list, and even if I exported the list of shared contacts, it doesn’t look like it would indicate what lists they already belong to. Any suggestions?Use case example: Add all the groups with “Software” in the name and add them to the Business Continuity list to create one master distribution list.

171
PhoebeatFront
brogan_conklin
brogan_conklinFronteer
 
AHA idea https://front.aha.io/ideas/ideas/PRD-I-8559New

added idea PRD-I-8559 Ticket IDs visible in P2 — Idea submitted in AHA and pushed to Insided via API

1
00
brogan_conklin
ggarcia51290
ggarcia51290Rookie
 Product Q&A
Help Us Catch Critical Outage Reports Faster

Hi! We’re a small wireless team of five supporting 2,000+ customers. We use Front to automatically flag emails about service outages when customers use phrases like ‘no service.’ But we’ve noticed many urgent reports slip through when people describe problems differently, like ‘can’t connect’ or ‘no signal.’Right now, our team manually checks these emails during busy periods, which delays responses to real emergencies. We’d love advice or any examples of how you handle this.

51
PhoebeatFront
Rich
RichFronteer
 
AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8558New

added idea PRD-I-8558 Bug - Conv ID left empty and able to save — Idea submitted in AHA and pushed to Insided via API

1
10
Rich
shelleyannc
shelleyanncHelper
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8554New

added idea PRD-I-8554 Nested Lists — Idea submitted in AHA and pushed to Insided via API

1
20
shelleyannc
chrisp
chrispRookie
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8553New

added idea PRD-I-8553 Talkdesk Integration - The ability to use SMS in Front using Talkdesk — Idea submitted in AHA and pushed to Insided via API

1
00
chrisp
eakroyd
eakroydRookie
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8552New

added idea PRD-I-8552 Concept of Admin in the customer portal to view all requests — Idea submitted in AHA and pushed to Insided via API

1
20
eakroyd
harry
harryHelper
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8548New

added idea PRD-I-8548 Using the Conversation Name as a Dynamic Variable — Idea submitted in AHA and pushed to Insided via API

1
00
harry
Orianne
OrianneRookie
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8542New

added idea PRD-I-8542 Automatically Reopen SPAM Emails from Clients — Idea submitted in AHA and pushed to Insided via API

1
10
Orianne
sadie_mcdaniel
sadie_mcdanielFronteer
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8541New

added idea PRD-I-8541 Allow Auto BCC to log emails to the Account object in Salesforce, not just Leads or Contacts — Idea submitted in AHA and pushed to Insided via API

1
20
sadie_mcdaniel
harry
harryHelper
 Workflows discussion
Dynamic Variable Using Conversation Name

Hello, Is it possible to create a dynamic variable to use a conversation name? For example, when we authorize a claim the claim number is in the conversation name during the email exchanges. Once the email is authorized it would be great to add the variable into our authorization template for responding and save several steps that might get missed. 

234
harry
sadie_mcdaniel
sadie_mcdanielFronteer
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8540New

added idea PRD-I-8540 Always log the full thread automatically (without manually expanding it)? — Idea submitted in AHA and pushed to Insided via API

1
20
sadie_mcdaniel
allendirickson
allendiricksonConversationalist
 Product Q&A
Create reply time goals

Our company is looking to take advantage of the “Create reply time goals” to establish a warning and be notified of a breach. The only problem is that during our busy season, the emails that have breached the reply time goal are moved to appear as if they are the newest emails at the top of our lists. Becuase it rearranges the message to appear as the oldest, we do not use this function. We absolutely would use this function if the email would remain in the order that it was received and would only gain a flag to show it needs to be addressed immediately.

111
cat_apac
twilanswer
twilanswerConversationalist
 Developer Q&A
Is there a way to link to compose an SMS?

I’m looking for a way to include a link that users can click on to compose a new Twilio SMS in Front. Ideally it would work similar to clicking the phone number on a contact record (where it opens a compose window with the To: field already pointing to the phone number.  Is this possible today? It would be great if it was possible to just have a link like app.front.com/compose?type=sms&to=1234567891 but I’m also open to using the core API to create a new conversation and then link to that conversation.  

182
twilanswer
allendirickson
allendiricksonConversationalist
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8539New

added idea PRD-I-8539 When using the "create reply time goals" function, allow flagged emails to remain in the order they were received — Idea submitted in AHA and pushed to Insided via API

1
10
allendirickson
allendirickson
allendiricksonConversationalist
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8538New

added idea PRD-I-8538 Allow messages that are part of a thread but not a reply to automatically merge. — Idea submitted in AHA and pushed to Insided via API

1
00
allendirickson
allendirickson
allendiricksonConversationalist
 Product Q&A
Merging Emails

Is it possible for responses from customers that aren’t replies to threads that are already active to automatically merge into the thread that is in regards to their concerns? This would allow my team members to continue discussing the subject with the customer versus the email being delivered to the general inbox.

91
sadie_mcdaniel
oana
oanaEnthusiast
 Get started on Front
Front team onboarding

What strategies have worked best for you when onboarding new team members in Front that are resistant to change and struggle with new platforms? What was the most challenging aspect and how did you overcome it?Thank you

101
allendirickson
Z
zqushHelper
 Developer discussion
Is anyone working on creating an MCP server for FrontApp?

It appears like Model Context Protocol (MCP) is the protocol that everyone is moving towards as it puts the burden of keeping everything “tidy” on the service provider rather than the client.  There are already many official MCP servers available and more on the way. There are also community developed ones. Is anyone else exploring this?Cheers!

2047
Z
marie_chardon
marie_chardonFronteer
 
AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8533New

added idea PRD-I-8533 Schedule export on custom Analytics report — Idea submitted in AHA and pushed to Insided via API

1
10
marie_chardon
marie_chardon
marie_chardonFronteer
 
AHA idea https://front-sfdc.ideas.aha.io/ideas/PRD-I-8532New

added idea PRD-I-8532 Conditionse layers of 'collect teammate input' in macros — Idea submitted in AHA and pushed to Insided via API

1
10
marie_chardon
david_vien
david_vienConversationalist
 
AHA idea https://front.ideas.aha.io/ideas/PRD-I-8530New

added idea PRD-I-8530 Create company level Views — Idea submitted in AHA and pushed to Insided via API

1
10
david_vien

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