Unanswered questions

Hi everyone, nice to meet you!I have two questions regarding analytics reports:1 Metrics showing 0:When I request a report with:metric_names = ["num_messages_sent", "num_messages_received"]start_dt = datetime(2025, 8, 10, 0, 0, 0)end_dt = datetime(2026, 3, 1, 0, 0, 0)account_id = [account_id]I get:'metrics': [ {'id': 'num_messages_sent', 'type': 'number', 'value': 0}, {'id': 'num_messages_received', 'type': 'number', 'value': 0}]However, when I manually check the contacts and conversations for this account, there are messages sent in that interval. I don’t understand why the report shows 0. Here is my code if it helps:metric_names = ["num_messages_sent", "num_messages_received"]start_dt = datetime(2025, 8, 10, 0, 0, 0)end_dt = datetime(2026, 3, 1, 0, 0, 0)account_ids=['acc_xxxxx']start_ts = int(start_dt.timestamp())end_ts = int(end_dt.timestamp())body = { "start": int(start_ts), "end": int(end_ts), "timezone": "UTC", "filters": { "account_ids":

How can I link a message or conversation to another conversation, just like I can do it from the UI using the "Link to original" button?  I know how I can link conversations, but it's not the same as when it's done via the UI. I need to do this via the API, and there simply doesn't seem to be any option to do this. When I look through the API docs and I link the conversation, then it is just added on top as an external link, but I wanted to be internally linked within the conversation around the original conversation, just like I do it from the UI.  How would I use the API to do this? 

Hi Front team 👋We have a plugin which is created using @frontapp/ui-kit, and we’ve run into a limitation regarding dark theme support.At the moment, most (if not all) component colors in the UI Kit appear to be hardcoded. Because of this, there’s no straightforward way to support a dark theme in our plugin without overriding the existing component styles.While overriding styles is technically possible, it doesn’t feel like a clean or sustainable solution, especially considering future updates to the UI Kit.We’d like to ask: Are there any plans to introduce official dark theme support in @frontapp/ui-kit? Is there (or will there be) a theming system using design tokens, CSS variables, or similar approaches? What is the recommended best practice for supporting dark mode in Front plugins today?

Is there a single place you can look at everything that occurred with a conversation with time stamps and who touched what instead of going to the bottom of the individual conversation

We are implementing Front and all very new to the system. Does anyone have additional information on the Salesforce integration? We currently use the Salesforce plugin as well as Calendly for meetings and want to ensure events and emails flow through correctly to Salesforce. Thanks! 

Hi everyoneWe’re exploring ways to integrate our cloud contact center solution with Front and wanted to see what others here have done. Specifically, we're hoping to streamline agent workflows by syncing conversations, contact data, and possibly call recordings into Front.Has anyone here integrated Front with platforms like:Genesys Cloud WebEx Contact Center Talkdesk Five9

Hi guys,  I`ve started exploring the Dialpad integration in Front and was curious to know if anyone could share some best practices and how to best leverage this integration. Thanks in advance!

Good evening, A lot of my job requires tasking and directing Inventory Control clerks to help solve problems or to do repetitive tasks.I have a question: Is it possible to use the summary function in front, and automatically create a list of tasks to accomplish a goal or find a solution, and allow the leads and supervisors to then assign those generated tasks to clerks so they have a step-by-step guide as how we want a task completed?For example, a customer requests a cycle count of a certain product, under a specific lot. Could we use the summary of the email, using AI, to generate a task list?  We can then expand or simplify the task list and then assign it to someone. This way too, if a customer requests what a process looks like, then we can give them bullet points and a look into what our process was, and we can fine tune if there is a disconnect or if a problem arises, we can see where it started and correct it from there, rather than trying to retrace every step clerks take, los

Hi Front community,we are migrating from Freshdesk to Front and setting up our taxonomy from scratch. We need consistent reporting and automation across multiple teams, so we are trying to choose the right balance between tags and custom fields.Our main use cases are tracking client, request type, priority, and SLA category, while keeping rule maintenance and agent usage simple. In your experience, what should be modeled as a tag versus a custom field in Front when you care about long term analytics quality? Are there common pitfalls you would recommend avoiding early (for example tag sprawl, inconsistent tagging, too many fields, or fields that become obsolete)?Thanks in advance for any guidance.

I am happy to access a new promotion allowing me to Utilize Front further in helping my team!

One of the reasons we stopped using Front when the redesign bomb dropped last year is that we could no longer go into each account that we had in Front (which is many) and look at Archived (“Done”) and Snoozed (“Later”) for each account. It all got smooshed into one over-arching folder for each status. So I moved my team back to Outlook.Decided to log back in to see if the inbox redesign had fixed this, but it’s still missing. I still have to open Later/Done, click Filter… Inboxes… scroll to the right one… select it… each time that I want to view this, instead of just clicking the mailbox then Archived/Snoozed.Is this ever going back to the simple way it was before or is it going to stay as a more complex filtering process forever? It would be one thing if you could create views to accomplish this, but views (1) do not work on private inboxes; and (2) do not allow saving filters by Done/Later state.

Hi folks 🖐Is there a way to automatically update the internal knowledge base, based on the content of messages? For example, if a customer emails to give blanket authority for specific transactions accross their account, can I automate capturing this into the knowledge bank? Thanks all!🙂

We have a central email for triaging inbound new quotes - I am working on trying to capture the outcomes of the quotes and use as KPI for my brokers. Anyone else have any experience with this? 

Hi!We often have emails that are linked or are in two inboxes for our internal teams that work together. Is there anyway to archive an email/ticket in just ONE inbox? The only option that I see if a button that says “Archive in 2 inboxes” but I only want to archive it in my team’s inbox and not the inbox for the other team.If that isn’t a current feature, can that be added? Basically, an option to toggle and select to only archive in one or the other OR both inboxes.Thank you! 

We don’t use views because they are too limited in the filters we can use.  But, the search filters can do everything we need.   If only we could save a search with all filters as a view, this would solve all our issues.For example,search for any conversation status, with a specific tag. search for a custom ticket status, with a specific tag. specific keywords with Waiting ticket statusEveryday, we need to redo some search filters for our daily meeting.