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meganatencampConversationalist

asked in Product Q&A

Tips or Tools for storing customer information

For our enterprise customers, we want to store information that can be easily referenced in Front. Sometimes it’s structured information like the main point of contact on the account or it’s just general notes about customers like “this customer uses teams vs zoom.” Does anyone have any examples of how they’ve set this up with Front? Whether it’s pulling from a 3rd party or stored in Front?

703

6 days ago

barnabasConversationalist

asked in Product Q&A

"Sent from Front" after signature

When customers receive my emails a text is displayed under my signature “Sent from Front”. Is there an option to remove it?

353

19 days ago

harryConversationalist

asked in Product Q&A

Out of Office Auto Replies

We have discovered an issue with creating/using auto replies as Front will not run rules or auto replies if in the header there is code saying auto reply. We did not pick up on this problem till the current holidays occurred and then as we dug into it discovered this occurs whenever we are out of office as per our settings. Some emails do come in and they receive the auto reply as intended but it turns out many have buried code in the header that disables the auto reply. How if possible are others dealing with this issue and is there a solution or work around?The "x-auto-response-suppress": "DR, OOF, AutoReply" is placed in the email header by the sending mail server specifically to prevent auto replies from being sent in reply to their messages.

921

22 days ago

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.

ade_akinbobolaHelper

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

951

28 days ago

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

432

29 days ago

Front UserFronteer

asked in Product Q&A

Show accounts pinned on your sidebar

Hi, Is there a way to show accounts pinned on your sidebar without making a tag?

1083

1 month ago

harryConversationalist

asked in Workflows discussion

Group Contact

Is it possible to create a group email contact (several email addresses in one group) which you can then send an email out with? What I’m trying to achieve is a team list of contacts that I could enter the group name in a new email instead of each individual person. Same process with adding a comment under an email could one use a group contact?

bencEnthusiast

I just had to change my password on my gmail account. When I have done this on other gmail accounts, Front has presented me an option to reconnect. I don’t know if this is because it is my primary account email, or due the issues Front is currently having with gmail, or just a change to the UI, but I cannot find a way to reconnect. When I try to add my calendar, it tells me it is already connected but unable to show events. Anyone quickly know the way to reconnect with a new password? I also tried logging out and logging back in, restarting my computer, checked for updates, quit front and opened it again.

1562

1 month ago

jaivConversationalist

asked in Developer Q&A

Schedule a message send via the API

Our Front workflow involves generating emails and scheduling their sends on a daily basis. Our current flow is:Generate the email text and attachments programmatically. The email content includes a blurb about the time the email should be scheduled (roughly based on the local time of the recipient) Send a POST to `/drafts` with the email content and attachments On success, open the link to the draft Manually schedule the send according the the email content’s scheduled send blurb, and delete the blurb in the email.The only manual part of this flow is that we need to manually schedule the send (and delete the blurb saying the send time, but that’s a byproduct), which is a hassle. I haven’t been able to find a way to programmatically schedule sending via the API but that would allow us to do this whole flow programmatically. It doesn’t look like there’s anything in the Messages or Drafts APIs. Does this functionality exist? If not, I’m curious why and if it might ever be on the roadmap.

812

1 month ago

shelleyanncHelper

asked in Get started on Front

Front Academy Sandbox

Does Front Academy have a sandbox in which I can try the activities from the courses? I don’t have admin access yet for my organization but am working towards my certification in preparation for that, so a test environment would be very helpful.

351

1 month ago

KristenRookie

asked in Product Q&A

What is the best way to go about different time zones in the same company?

At my company we have a group of several people working in different time zones. I would like to know how I can automate a response timer that would work for everyone individually without having to automate a separate rules for each member?

351

1 month ago

MaximRookie

asked in Product Q&A

How do i configure AI.

Hey guys.I tried to set up AI sentiment tags for my workspace today but ran into a problem: Each tag required "10 approved messages." I have not been able to find out how to approve said messages, and I was curious to know if anyone could help.

231

1 month ago

KristenRookie

asked in Product Q&A

What is the best way to overview my teams work without being too involved?

Throughout the learning path I have seen a few ways to oversee my employees in their work, but I am looking for the most hands-free way to just have a quick oversight without looking at the statistics. I have thought of automating tags for if there were to be an SLA breach or a churn risk etc. that would be visible in my views tab, but I am wondering if there is an easier way to do this?

471

1 month ago

MaximRookie

asked in Product Q&A

How do i import a knowledge base

Hey there!My team is currently creating a knowledge base in trainual.com. I was wondering if anyone could share some insight on how I could import this knowledge base into Front.com without just doing it manually.

131

1 month ago

harryConversationalist

asked in Product Q&A

Data retention without access using macro

This may be a long complicated question but we are hoping for a simple answer. We have emails coming in that need to be escalated to a higher tier. We have a macro that performs the flow of tagging, moving and assigning which works correctly. We want to capture the analytics from the higher tier which the macro allows but we also want the source to retain access to only the original inbound email. The original email comes in to our team and they determine if it needs escalation and activate the macro. We would like the original email to be retained by the team should they need to reference it. At the higher tier there may be confidential material we do not want the team to access but so far all our efforts show the emails are connected and data is shared across them. So how do we allow one team to retain a source email only and not have access to the escalated email while using a macro?

151

1 month ago

smerelConversationalist

asked in Developer Q&A

content security policy with strict-dynamic

I’m trying to use ‘strict-dynamic’ for my ‘script-src’ content security policy.I have a nonce set up in my page where I include the Front chat widget script: <script nonce="random nonce here" type="text/javascript" src='https://chat-assets.frontapp.com/v1/chat.bundle.js'></script>but it appears that that chat.bundle.js script dynamically loads app.bundle.js, which leads to a CSP violation in Chrome:Refused to load the script 'https://chat-assets.frontapp.com/v1/app.bundle.js?v=840fb872' because it violates the following Content Security Policy directive: "script-src 'self' 'strict-dynamic' chat-assets.frontapp.com 'nonce-9a6157311c94f2a96914fe5ac561d6fc'". Note that 'strict-dynamic' is present, so host-based allowlisting is disabled. Note that 'script-src-elem' was not explicitly set, so 'script-src' is used as a fallback.Is there a way to use strict-dynamic with the Front chat widget?

602

1 month ago

bogdan_badescu

asked in Workflows discussion

Automatically adding routing rules on client demand

Hi folks! I'm looking for a solution for automatically adding routing rules on demand. As an example, lets say rob@work.com sent an email to Operations Support requesting he recieves all emails from alex@work.com. Usually this task would belong to me and take a considerable amount of my time that I could be using on other requests. I was thinking that a rule could take care of that by checking the emails from a specific inbox dedicated to this task for the author's email address, the email address he wants to be bcc'ed in and the confirmation of intent from keywords like "reroute" , "bcc" etc. , after that sending me or the team a simple approval request for the rule creation so I can check out the rule and request for human validation or make modifications to the rule based on the requesters needs, thus streamlining the workflow. Do you know if this is possible at all or even a good idea? I do have some concerns about the privacy aspect but I'm thinking those should be resolved

341

1 month ago

bogdan_badescu

asked in Workflows discussion

Migration from Google Services to MS 365

Hi everyone! We are looking to migrate from Google Services to Microsoft 365. What would be some tips for a smooth migration so our workflow doesn't get interupted? Is it something that can be resolved in Front or will it be a task for the IT team?Thank you in advance for your knowledge!

191

1 month ago

daniel_ortega_nglConversationalist

asked in Developer Q&A

Transfer/Separate Comments

Is it possible to separate comments, whether from an original comments or from two merged conversations?

648

1 month ago

rob_jiangConversationalist

asked in Developer Q&A

How to turn message.created_at to timestamp?

I face a very weird situation when trying to convert the message.created_at to the timestamp. Firstly, my understanding is that the date type for the created_at is float. Is that correct? So the number is the seconds passed since epic, and fraction is the millisconds. Did I understand it correctly? Then I used the following code to turn it into Java Date object.new java.util.Date(TimeUnit.SECONDS.toMillis((long)last_message.created_at.floatValue()))Then I used the following code to transform the Date into stringnew SimpleDateFormat("yyyy-MM-dd hh:mm:ss.SSS"); There are two things weird:(1) I have two messages, sent in absolutely different time, 20 - 30 seconds apart. But somehow the output of timestamp is exactly the same.(2) For afternoon 1pm, instead showing 13:xx:xx, it shows 01:xx:xx.

261

1 month ago

Michael_BConversationalist

asked in Product Q&A

How are you managing your TikTok messages?

From what we can tell, there is currently no way to link TikTok messages to Front. A handful of other apps are starting to do this. Curious how the community is dealing with messages from TikTok?

453

1 month ago

rachidRookie

asked in Product Q&A

Create customized reports in Front to track team activity and assess productivity.

Hello, I hope you're doing wellI've just read all the details about the reporting part in Front and would like your help.What I noticed is that Front calculates the number of messages. My question is: does “message” in Front only mean an email, or does it encompass something else?To give you some context, we're a company and my job is to create custom reports for the business. I want these reports to give me more visibility into the team's activity. My goal is to be able to generate a report that gives a clearer picture of the team's day-to-day activity. For example, how many mails have been received and processed, the period during which the number of mails has increased or decreased, how many mails have not yet been processed, and any other details enabling me to assess the team's productivity during the day.Can you tell me how to go about creating this type of customized report?Thanks.

281

1 month ago

nciminoConversationalist

asked in Product Q&A

Reset Front user password?

Hello - Is there a way as a Company admin to reset a user's Front password?

421

1 month ago

riccardo_miglioriRookie

asked in Product Q&A

Sentiment based dynamic SLA

Hi, is it possible to dynamically change the SLA for a conversation based on the sentiment of the messages?

241

1 month ago

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