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Unanswered questions

18
makoba_ngulube
makoba_ngulubeConversationalist
 Workflows discussion
How do you balance shared inbox efficiency with individual accountability in Front?

Hi everyone,We recently rolled out Front to manage our customer support inbox, and it’s been great for collaboration — especially with assignments and shared drafts. However, one thing we’re still figuring out is how to balance teamwide visibility with clear accountability.For example, if multiple teammates jump into a thread to help, sometimes the “owner” of the conversation gets blurred. On the other hand, if we stick strictly to assignments, we lose some of the fluid teamwork that makes Front powerful.I’m curious: How do you structure ownership rules for conversations? Do you let teammates “jump in” freely, or do you enforce strict ownership until a conversation is resolved? Are there any workflows (tags, rules, or analytics dashboards) you’ve set up in Front to help track individual accountability while still encouraging collaboration? Would love to hear how other teams have struck this balance!—Do you want me to also draft a reply post that you can use to comment on someone el

151
chelsea
theweefarm
theweefarmRookie
 Workflows discussion
Need a plug in to track client requests

We’re an e-commerce business and use Front for communication with high value clients looking to order multiples and other operational concerns (not general customer service).  The problem:-My main problem deals with my high value clients. When we need to reference their specific order requests, delivery dates, or other specifics, we have to scroll back up in the thread and as we approach our busy season, this is very inefficient. Once the order is placed, we would track this information in Shopify or Google Sheets, which we use for invoicing on our more complicated orders. I typically drop a link to the relevant invoice/Google sheet as a Front comment, but this still involves a lot of scrolling as these email chains get very lengthy. We don’t currently use a CRM. We’re a small business and just never had the man power to leverage one enough to merit the cost. We are open to one, but I am hoping for a low cost solution.  The ideal solution I envision:-The absolute most ideal solution wo

212
Javier - Developer Relations
katriel
katrielConversationalist
 Product Q&A
How to print PDF with text, not an embedded image?

On Windows, when I print a PDF from Front using Microsoft Print as PDF, the resulting PDF has embedded images, not text. In other words, I can’t select or copy text in the PDF using Adobe Reader or any other PDF viewer. Is there a way to print a PDF that would enable me to copy text from the PDF? 

202
katriel
sandboxes
sandboxesRookie
 Developer Q&A
Pulling Ticket Name and Status Updates

Hi Front Team,I am attempting to use the /events endpoint for incremental syncs, and I realized that it does not capture updates to the name or status of existing tickets. Similarly, these updates do not update the last activity timestamps used to order the response to /conversations/search.At the moment, the workaround is to re-pull all tickets in bulk, which is inefficient and can quickly run into rate limits.Are there other workarounds? If not, is there a plan to support these updates, either as new event types or as filters? Thank you!

312
makoba_ngulube
macarena
macarenaConversationalist
 Workflows discussion
Company rules affect this inbox setting

We’d like to migrate some existing rules to ‘Company rules’ and have two questions: Can an existing rule be converted to a Company rule without recreating it from scratch? Many Front users currently have “Company rules affect this inbox” turned off. Is there a way to enable this for all users at once, or must it be toggled manually for each user?

142
macarena
trixie
trixieRookie
 Get started on Front
Using Front Analytics to Improve Customer Response Times

Hi everyone! 👋 Our team has been exploring Front’s analytics dashboard to better understand our response patterns. One insight we noticed is that while our average response time is within target, the distribution is uneven—some inquiries are answered in minutes, while others take much longer depending on the time of day or who’s on shift. I’m curious: How do you use analytics to identify bottlenecks in your workflows? Do you set up custom tags or rules to track specific types of conversations (e.g., billing vs. support) and then measure performance separately? Has anyone tied Front’s analytics into external tools (like a BI dashboard) for deeper reporting?  Would love to hear how others are using these metrics not just for reporting, but for improving team efficiency in real time.

141
cat_apac
richard_afilio
richard_afilioConversationalist
 Developer Q&A
`updateDraft` breaks composer

Hi,after calling `updateDraft` from our composer plugin, the composer does not work properly any more. This happens even if I keep the current draft HTML without modifying it at all. Breakage we’ve seen:Cut/paste does not work any more Templates do not insert any more Templates insert at the wrong location Errors in JavaScript consoleWould you be able to look into it?BestRichard

878
E
ido
idoRookie
 Workflows discussion
change default send settings

How do I change the default of send as resolved, to send as open?

472
Steven Sauder
harry
harryHelper
 Workflows discussion
Subscribed Lisdt

Hi, Is it possible to generate a list of all the emails I’m subscribed (not assigned) to? For example, if I go on holidays and have a ton of emails subscribed but not assigned then I come back to a sea of emails - UGH! I would like to get a view or list to see what I’m subscribed to so I can manage it. Is this possible? I have tried the subscribed in the side panel but nothing appears here. What is the purpose of the subscribed on the sidebar?

182
cat_apac
denis76vua
denis76vuaRookie
 Developer Q&A
exporting conversations

Dear community,I need your help and would greatly appreciate any support.My task:Fetch exactly the same conversations shown to my users and team inboxes in the “Open” and “Later”/“Snoozed” views. I have not been able to accomplish this.Could someone provide a sample code or give instructions how to exactly filter conversations to achieve the goal? (I am Admin).Thank you,Best regards,Denis

201
E
iris_musukwa
iris_musukwaConversationalist
 Product Q&A
Whatsapp Integration

Hi Guys,We’re currently trying to set up WhatsApp on Front but running into the error below. Has anyone else come across this before? 

241
tiamarie_dennington
twilanswer
twilanswerConversationalist
 Developer Q&A
Are you supposed to be able to trigger a sidebar call from the contact preview?

I’m currently having trouble where I’m not able to trigger a sidebar opening when clicking “Call with” from a contact preview. It works without issue from the Contact Sidebar, but not the preview card. I’ve recorded this demo walking through what I’m experiencing.    

967
Andy
pramu_illege
pramu_illegeRookie
 Get started on Front
Optimizing Front Knowledge Base for Support and Analysis

Hey everyone,In my role combining business analysis and support responsibilities, I’ve been exploring the Front Administration Certificate. One area I find especially useful is the Knowledge Base.From the materials, I understand you can: Organize articles with tags by customer type or topic. Insert articles directly from the composer when responding to customers. Track article usage to see what’s most helpful and update content regularly. I’m looking for ways to reduce repetitive questions while maintaining SLA targets. I’d love to hear how other analysts or support teams structure their Knowledge Base workflows to improve efficiency and insights from analytics.

161
annika_hanlon
pramu_illege
pramu_illegeRookie
 Get started on Front
Rules to Automatically Tag and Route Conversations

Front rules are a game-changer for managing incoming messages efficiently🙂 Automatically tag conversations by priority or customer type. Route messages to the right teammate or inbox. Trigger notifications for SLA breaches. Has anyone set up rules to automatically prioritize urgent requests or high-value customers? Real-world examples would be really helpful to see these best practices in action.

150
pramu_illege
Torro Exchange
Torro ExchangeRookie
 Developer discussion
Looking for a developer to connect API

Hello,  We are looking for a developer who could connect Front to our property management software with API and Webhooks. We could also use some additional settings in Front, if you are interested send us a message or an e-mail on info@rent4me.hr I hope this is in line with the community guidelines. Kind regards,

221
Javier - Developer Relations
discipleaaron
discipleaaronConversationalist
 Product Q&A
Give me my delete button back

The recent update put the delete button behind an ellipses. That’s a terrible idea. My laptop does not have a delete button. Give me my button back :(

1368
BillMcL
khughes
khughesRookie
 Product Q&A
Search archives by person who archived the email?

Is it possible to search a shared inbox’s archives by user? So, like I could search to see all the emails that I specifically archived? It’s likely not possible, but I won’t know for sure unless I ask. Thanks!

331
Isaiah
harry
harryHelper
 Workflows discussion
How to get to the bottom of contacts

Hi, Might seem like an odd question but is there a faster way to get to the bottom of one’s contact list? Can you pick a letter and jump down the list? Seems like something is missing in contacts as the only method other than searching is to scroll.Harry

201
tiamarie_dennington

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