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alex_soriaConversationalist

asked in Product Q&A

Conversation behaviour | UI platform

Hello I have several questions around UI and conversation behaviour when making changes:Conversation moving from one inbox to anotherI would like to ask for any good advice or work around to avoid the conversation to disappear from the page when making a change.i.e: I move a conversation from inbox A to inbox B - current behaviour. I stop seeing the conversation, as this one is moved from the inbox Im in.I’d like the conversation to remain on the page, as sometimes I need to add a comment, a tag, or simply review some informationMoving a conversation from one inbox to another (II)When a moving a conversation both status and assignee are changed. I have tried to create a rule to prevent these changes, however, something is failing -I have created a rule for Archived conversations to be moved but assignee and status remain the same Macro is applied, however, conversation is reopened and then unassigned Help? xD As a summary, 1- how to avoid not seeing the conversation when making a chan

595

16 hours ago

alex_soriaConversationalist

asked in Get started on Front

Why does a front user sees a restricted inbox when choosing to move one conversation from one inbox to another?

Hi team, I’m trying to understand, why if I restricted access to a workspace and its inboxes, a Front user can still see and assign conversations to an inbox they dont have access to? Is there any work around to prevent this from happening?I dont want every front user to be able ALL the available inboxes in front in the different workspaces.Any good best practices here?

204

20 hours ago

alex_soriaConversationalist

asked in Product Q&A

Move work emails in CC to participant

Hi, I’m trying to find a workaround to move work personal emails username@domain.com as participants when a customer is adding them in TO/CC along with our main domain support@domain.comI may have found a way to spot they are in CC and add them as participants, but I cant find a way to remove them from CC when someone hits on Reply to allUnfortunately this is a habit for some of our customers, and as the team is starting to use Front they dont always check everyone is CC resulting in Adding these agents as contacts in the conversations (which I havent found a way to remove - if there is a solution here please share) Adding emails in different inboxes (a same conversation is in 3 or 4 different inboxes in different workspaces) Any workaround?

113

20 hours ago

ErvinRookie

asked in Workflows discussion

Create a client list with soem data that have to be estracted by the incomming emails

HiI am new in front and was wondering if it is possible to extract data from the incoming email and then create a list of the clients with some custom fields. for example:Client Name Email Phone Tour Date Tour Language Booking Platform Special Notes Custom FieldsJohn Doe john.doe@example.com +123456789 2025-02-01 English GetYourGuide Dietary restrictions: Vegan Voucher Code: GYG12345. Thank you

1 day ago

KristenRookie

asked in Product Q&A

Can you add a calendar when using a shared inbox?

My team has a shared inbox but we would like to sync our calendars for keeping updated on when clients are being assisted or onboarded? I have not been able to find a way to to that. Please help.Thank you

1 day ago

ienRookie

asked in Workflows discussion

Any way to order threads arbitrarily for a todo-style shared work queue?

With Front folders, you can sort by date and reply status. I wish there was a way to re-order threads arbitrarily, similar to cards in a Trello list, so that we could have a shard todo-list style work queue.Anyone have ideas on how to do something like this, whether within Front or through an integration (e.g. with Trello or Slack)?

4 days ago

alex_soriaConversationalist

asked in Product Q&A

Open + Sent emails View

Hi team, Is there anyway to create a view that combines: Open email sent TO domain@domain.com & SENT emails from domain@domain.com? This view is for a team for them to help them understand what actions have already been taken and avoid duplicated work.Thanks Alex

Own Chat Aliases for Visitors

When we receive incoming chats, the visitors get names like ‘Purple Lemur’, ‘Taupe Boa’,’Coral Lynx’ etc.I would like to upload our own ‘aliasses’ list, so I can change these names to more friendly names, or our products names for instance.

When we have an incoming chat in say German, we would like to translate it to English. Then compose our reply in English, translate back to German.In the email channel this translate option is available, however not in chat. is this coming? We now need to copy paste in Google Translate multiple times..

5 days ago

bccConversationalist

asked in Product Q&A

How to Exclude Holiday Hours from Metrics and SLA Calculations?

Hi Front Community,I hope everyone is doing well! I’m looking for guidance on how to manage our holiday hours in a way that ensures our team’s response rate metrics and SLA calculations are not negatively impacted on days when we are out of the office.Is there currently a way to configure holiday hours or exceptions so that these days are excluded from the overall metrics and individual performance tracking? If not, are there any workarounds or best practices that others have implemented?

161

5 days ago

matt_wojciakRookie

asked in Workflows discussion

Routing specific individual inbox emails to shared when someone is out of office?

Hey All,Sometimes a client mistakenly sends an email to an employees personal inbox, which is fine until they need a response and the employee is OOO. How would you go about setting up a personal/workspace rule to ensure this gets routed and handled in a timely manner? I have considered: Time based rule - if X hours has passed then move/assign to different inbox Automatically route the emails from that domain back into the shared inbox However, has anyone set up a rule where if an individual is OOO or busy the rule can re-route the email to the shared inbox?TIA!

131

5 days ago

thespacebetweenRookie

asked in Product Q&A

Setting rules as a delegate?

I’m a delegate for my boss’s inbox and I’ve been asked to create rules and automations for it. I already know there are certain things I can’t do as a delegate, like send emails as the person, but it doesn’t seem like I can set rules for the delegated inbox either. Does this sound correct? The best solution I’ve come up with so far is to write the rules myself and set them up while I am in my boss’s actual inbox. I just want to make sure there’s not some workaround I can do before I let my boss know. Thanks for the help!

5 days ago

amonesmithConversationalist

asked in Workflows discussion

Link vs tagging people

Hello-I am very new to Front. It seems my company tags people to keep emails all in one place. Is there a reason that linking them would be a better way? Or does tagging do the same thing. Thanks

171

12 days ago

baris_celikConversationalist

asked in Get started on Front

Tips and Tricks

What are some of the best tips’ and tricks for users moving from traditional outlook?

623

13 days ago

alex_soriaConversationalist

asked in Get started on Front

Intercom Chats Don't get associated with Front Existing Contacts

Hi there, so I have enabled the Intercom channel to manage Intercom chats on Front.Independently, we have an API from our data source to Front and have created all of our contacts and accounts, however, when a chat is created, the contact is not linked to the existing contacts. Do I need to set up some kind of rule?I would have expected Front to authenticate the contact with what is already existing… Can I get some guidance on how to make it happen?Thank you

232

14 days ago

kmitchConversationalist

asked in Product Q&A

Code block issues with article in Knowledge Base

Hello! I’ve been having issues using the code block feature when creating an article in the knowledge base. Is there a specific formatting type that I need to use? I have a standard iframe code.

549

15 days ago

alex_soriaConversationalist

asked in Get started on Front

Tag Bulk Upload

Hi there, I wonder if there is any way to bulk upload tags from a csv? I havent been able to find anything related to it in the help centerThanks for letting me know, Alex

15 days ago

cole_madrayConversationalist

asked in Workflows discussion

Making Notifications More Prominent

Hey folks,Our CS and TS teams work primarily through our CRM software (sonar) to respond to tickets via phone calls, but we do assign out messages through front was well. However, because our team mainly “lives” in our CRM software, sometimes front assignments get overlooked. I wanted to see if anyone had any bright ideas on best practices for notification rules or ways to make notifications more prominent/ increase the likelihood a team member is aware they have messages to respond to?

444

18 days ago

alex_soriaConversationalist

asked in Workflows discussion

Help with Routing Setup for Intercom Integration in Front

Hello everyone, and Happy New Year! 🎉As a new Front user, I have a question about replicating existing routing from our Intercom widget when integrating Intercom with Front.In our business, we have different profiles using the web-app chat, and depending on the profile, chats are routed to specific inboxes (e.g., chats from Profile A go to Inbox A, and chats from Profile B go to Inbox B).When connecting Intercom to Front, I haven’t been able to find a way to replicate this routing setup.Does anyone have tips or guidance on how to set up routing rules to achieve this?Thank you in advance for your help!Best,Alex

222

18 days ago

idoRookie

asked in Workflows discussion

change default send settings

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

151

22 days ago

sheona_mcqueRookie

asked in Workflows discussion

Printing

Hello,Is there any way to create an automation on emails, to say if it has been printed by a user? Our emails are our orders and it’s important these don’t get duplicated. If when a user clicks print, it would be great if this could be noted on the ticket?

281

25 days ago

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