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hcantorRookie

asked in Product Q&A

Moving Emails in Front

When an email in Front is moved to a different inbox and that new inbox replies to the original inbox it was moved from, that email does not make it to that original inbox. Instead, a copy of it comes back to the second inbox it was moved to. Other than forwarding as new conversation, is there a workaround?

251

1 month ago

Tym1000Helper

asked in Product Q&A

Best idea for email escalations.

Hello everyone! Currently we have 1 main shared inbox, with rules that split the different emails between two teams. The main team is hourly and is consistently completing emails while in available status. Our second team is salary and takes care of specific types of emails and ones escalated by the first team. Each email that needs to be escalated (to the second team) goes to a specific “primary” person that is designated for that department’s emails. However we have noticed that when the primary person is out, it sits in their inbox, which causes a delay in response. We want to build an automation that will automatically reassign the email to a secondary person after a set amount of time. Is there a good way to do this with automations/macro buttons. Or should I set up a new inbox just for them? Will an SLA automation work when we already have one set up for the inbox? Sorry for such a long question. I appreciate the help!

602

1 month ago

Marvin K.Enthusiast

asked in Product Q&A

Cannot save Views in Analytics

Hi,Since my Front role shifted to Company Admin, I am not able to save a View in Analytics.I add a new View, and choose my filters, and click save View.Once I type in all the necessary information, the pop-up closes, and the View is not saved.If I want to go back to the Default view, it asks me if I want to save or discard changes.Log out and log in did not work.Does anybody have an idea, please?

1 month ago

DeeyaConversationalist

asked in Product Q&A

Does Front have a feature to translate emails and send back translated emails in that other language?

Hello! Just wondering if you are able to translate emails sent in another language with any feature already in Front and better yet if you are able to reply back and have it translate to whichever language the message was sent in?

834

1 month ago

Tym1000Helper

asked in Product Q&A

SLA not starting on any email with a CC.

Hello, Currently we have a Microsoft form that submits a template into an email channel for our shared inboxes. For some reason any email sent into front with a CC, stops the SLA rule from starting(No timer shown). Wondering if anyone else has experienced this and/or has a solution? Thanks!

351

1 month ago

Marie AnneConversationalist

asked in Get started on Front

What is the best plug in

I just finished setting up our front platform and hopefully it is set for launch date! Any advice on what’s the best CRM tool available as a plugin for us to use?

373

1 month ago

romainberardConversationalist

asked in Product Q&A

Incoming - Outgoing Emails differentiation

It is not easy to see the difference between an incoming email and an outgoing one.Is there a way to make it more obvious ? Maybe using colours ?

1547

1 month ago

userserviceEnthusiast

asked in Developer Q&A

draft failure-can't connect to your mail server-team can't email

Team is receiving a draft failure error when trying to send emails?Only one of my gmail channels is having this issue, other gmail channels are not having this. And this channel is working fine on its own. I can send emails in this gmail but in Front I can’t.

401

1 month ago

roofquotesConversationalist

asked in Developer Q&A

Application Channel Help Needed!

Hey everyone, I'm working on setting up an Application Channel to connect to my backend for sending and receiving messages. I'm trying to understand the setup(using the template to help understand), but it feels like the guide leaves out some key details. Here are a few questions I have:When configuring the Channel Type in my app, what exactly is the difference between ‘Contact Types’ (Email, Phone, Custom)? When adding the channel to my workspace, it asks for a token. What value should this be for the template to work correctly? This might relate to question 2, but every time I add the new channel, I immediately get an error that says, “Our access to this account was revoked. New messages will not be imported until you reauthorize,” with a “Reauthorize” button. Clicking it doesn’t trigger anything on the server side, and I’m not seeing any issues in the console logs I added. Any ideas on how to resolve this? Excited to make Front a core tool for our team!

311

1 month ago

NikkiConversationalist

asked in Product Q&A

does front offer BIMI? (Brand Indicators for Message Identification)

Everyone seems to be talking about BIMI for better brand recognition and verification/ trust for those receiving your company emails. Does front offer BIMI within the app? or is there another way of implementing it?

201

1 month ago

ralphbllRookie

asked in Developer Q&A

Why am I unable to add a Channel?

I am unable to add a Channel as the app states I have reached my limit, but in the attached image you will observe that I have no Channels. What am I doing wrong?

241

1 month ago

ColinRookie

asked in Get started on Front

Teams Integration

My company utilizes teams for internal communications for items that may not need a full request or ticket started. Are there plans on the Front Roadmap to allow communications with Teams channels? We’re exploring some custom projects to unify our communication channels and need to determine if it is worth the lift.

ColinRookie

My company is still working through the initial rollout of Front, and for the most part it is going well. We have some users complaining of a delay between emails hitting their old Outlook client through an 0365 channel and showing in Front. We’ve done some testing and have not been able to replicate. I found some discussions on SMTP rate limiting, but I am curious-- are delays with retrieving emails from O365 a known issue?

261

1 month ago

bccConversationalist

asked in Product Q&A

Exporting Email Templates to Excel for Cleanup?

We have a large number of email templates created by various employees over time, and we want to clean them up. It would be more efficient if we could export the templates into an Excel sheet for easier review. Does anyone know how this can be done or have alternative suggestions? This would be a huge time-saver for our team. Thank you!

1062

1 month ago

briancoreConversationalist

asked in Developer Q&A

subscribe to context events without React

The documentation mentions that React is not needed, but there aren’t any examples of subscribing to context events without using React, so I’m hoping you can point me in the right direction.Is there a simple way to use the sdk without React for sidebar plugins? Preferably, a way to include a script directly on a page (without a build step) and then subscribe to events.Something similar to this would be great:<script type="text/javascript" src="https://dl.frontapp.com/libs/frontjs.min.js"></script><script>Front.contextUpdates.subscribe(context => { switch(context.type) { case 'noConversation': console.log('No conversation selected'); break; case 'singleConversation': console.log('Selected conversation:', context.conversation); break; case 'multiConversations': console.log('Multiple conversations selected', context.conversations); break; default: console.error(`Unsupported context type: ${context.type}`); break;

652

1 month ago

lifanConversationalist

asked in Developer Q&A

Webhook events sometimes come with empty tag list

Hi, we setup the webhook to receive inbound events. We also have rules on Front to tag each conversation based on its channel. The rules work well on tagging.However, we have some hiccups on the webhook. In the ideal case, once there is a new conversation, the rule tags the message, our webhook receive the inbound events about the message and the event comes with tag list, so we can route it to proper processors. However, we sometimes receive the inbound events with empty tag lists, therefore I cannot do the proper routing for the next step. It appears the tagging happened after Front server send out the event to our webhook.Anybody knows how to fix this?

533

1 month ago

jacobbayConversationalist

asked in Product Q&A

Ability to see how many conversations are under the Open and Waiting tabs

The ability to see how many conversations are under the Open and Waiting tabs. Preferably directly in the interface. This is quite critical for us in customer service management.Would it be possible to add this?

333

2 months ago

marcConversationalist

asked in Product Q&A

Send to Slack - Create Link in Conversation

I am trying to link the Slack message created by the Send to Slack option, but I cannot figure out how to do that. I would like to either see the Slack conversation in the Front conversation or, at minimum, see a link to the Slack message in the Front conversation. Is there a way to do that?

901

2 months ago

john_postiglioneRookie

asked in Product Q&A

Snooze when a specific tag is applied

I am looking to snooze conversation when a specific tag is applied. I cannot seem to find a way to set this up. Can this be done?

DianeRookie

Will macros currently set up in the team inbox eventually be allowed to use in individual inboxes? Our customer base tends to first reach out to the CSMs first and we are trying to transition them over to our Support team so responses are quite repetitive during this transition period and having macros that are currently applied in our shared inbox be allowed to be used in personal inbox would be very helpful

211

2 months ago

alejandro_castroFronteer

asked in Product Q&A

New Ticket system

Regarding the new ticket system shown during the latest Frontline Presentation, do you have any documentation on this?

1152

2 months ago

jeffroehmConversationalist

asked in Product Q&A

You have exceeded your Office 365 storage quota

Unable to send emails in Front. Getting error that we have used up our Office 365 storage quota, but when we look at Office 365, we are well below our storage limit. Is there an issue on the Front side?

342

2 months ago

MariaCRookie

asked in Product Q&A

Snoosing for different time zones

Hi Front team,Our team operates 24/7 on a rotating shift basis, but our clients and partners are often unavailable outside their normal working hours. We frequently need to snooze conversations until their morning hours, which requires calculating time zone conversions.To simplify this, we decided to use your 'Add snooze' feature for different time zones. It works well for time zones behind us (e.g., US Pacific), but not for those ahead (e.g., Asia Pacific) since snoozing for a particular hour (not a number of hours from now) is only available for the same day, not the next. Can you please add a feature of setting up 'Add snoose' for the next day?Or even better to snoose according to Zulu time?

392

2 months ago

yitzRookie

asked in Workflows discussion

Add future date to an email template

Hi,I’m currently trying to build a set of templates for my team to use. One of the templates asks for a response by a date 3 days in the future. I’m currently struggling to find a way for that date to auto populate when the template is loaded up. Is this something that is possible, either through Front itself, or by pulling from another source, such as Excel.Many thanks

271

2 months ago

elisa_gibertRookie

asked in Product Q&A

Export - Message templates

Hi, Do you know how I can export my message templates in a .csv file ? Or any other way to export our templates ?Thanks for your help !

711

2 months ago

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