Product Q&A

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.

Hi,We have a single workplace with two inboxes, each representing a different product. AI is enabled for both inboxes, and we use shared rules and templates.We’ve noticed that AI-generated replies (Copilot, and I assume Autopilot as well) will sometimes reference information from the other product when composing a response, even though the conversation is clearly in a specific inbox. As a result, the replies sometimes need manual editing to correct product-specific details. For example, the AI may compose a response for one inbox that should only apply to another product’s inbox.It appears that AI responses are not factoring in inbox context when generating replies.Is there a way today to scope AI behavior by inbox? If not, is inbox-level AI scoping something on the roadmap?Thanks!

Why is the drag-and-drop method the only way to reorder articles in the Knowledge Base? And, why is it so glitchy? It typically takes me multiple attempts to rearrange the articles and get them exactly right. And then, when I have them in the right order, if I edit an article, it moves it. Why are there not arrows or numbers to get the articles in the exact order that I want the first time I try it?

Hello,We started using the Front Knowledge Base to help the company internally. We would like to help the organization externally as well, how can Front help the customer portal information reach the customers effectively any tips? 

I can’t seem to find this in the knowledge base but how do you view all conversations which have multiple threads in their entirety from start to finish, without needing to jump in each thread of a conversation to view what was said in each thread? Is this possible?

Is there a way to have e specific signature for mobile? like media queries

Hi! I’m in the process of implementing Front for our Account Management team, which currently works out of HubSpot (where our Sales team also operates). I’m curious how others are using the HubSpot integration within Front to manage companies and contacts when that data already lives in HubSpot.Do you primarily rely on HubSpot as the system of record and use Front for visibility and communication, or do you actively use Front’s Accounts section as well? Are there specific use cases where you lean more heavily on one over the other?I’d love to hear how teams are structuring this and any best practices you’ve found.

Hi Front community,We’re migrating from Freshdesk to Front and are designing our workspace structure. We operate across four geographic sites, with multiple clients per site. Agents belong to a single site, and each client is handled within one site only. Within a given site, some agents support multiple clients (a shared support floor), while other agents are fully dedicated to a single client team.To clarify our current thinking, we are considering one main workspace per site for the shared support floor (where agents are multi client), and additional separate workspaces for dedicated client teams (where agents work only for one client). In this setup, does this split usually scale well for routing, permissions, and reporting, or does it create unnecessary complexity? We want to avoid excessive admin overhead (duplicated rules, inboxes, and roles), fragmented reporting across workspaces, and access control issues. If you have implemented something similar, what worke

Currently there is no way for you to filter a custom filed in Contacts or Accounts. Its already setup like a table, so a way to sort and filter would be a huge upgrade to a largely useless display. Is this in the works?

We are synchronizing our accounts and contacts from Salesforce to Front and are running into an issue with accounts that share the same email domain. This currently causes sync errors and prevents some accounts from being created on the Front side.Concrete exampleWe have a company, BigCompany, with three separate legal entities: BigCompany France BigCompany UK BigCompany US Each entity corresponds to a distinct Account in Salesforce.All three accounts share the same email domain: @bigcompany.com. This domain is stored in Salesforce and synced to Front.Current behaviorDuring the sync: Only one of the three accounts is created in Front. The other two fail with the error: “email domain already in use.” Expected / desired behaviorWe woul

Is it possible to add/connect internal conversations about a company to the conversation history in Front?Example:Internal E-Mail conversation about company A should be added below without an actual contact from company A within the conversation.  

Hello, I’m using Front as our ticketing and customer ops tool, and I’m looking for a plugin that can help with spell‑checking and email phrasing. Right now, I have to copy and paste text into another website to check for mistakes or improve wording, because I find Front’s built‑in email draft tool quite poor.Ideally, I want something that will correct errors and suggest better phrasing directly within Front to avoid switching between tools.

Is there a way to schedule send an email on condition the recipient did not reply yet?

We receive automated emails when orders unsuccessfully get added to our database.  This happens often and can over-populate our unassigned/assigned/waiting locations.  Is there a way to create a fake inbox or location where these emails can gather and everyone has access to see them and clear them?

Is it possible to branch your chatbot flow back to an initial multiple choice question rather than rewrite the flows all over again.  We have an initial multiple-choice question, and I’d like the option to return to it if a customer wants to ask another question on a different topic.

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!

I have been asked to extract a list of our most used client domains for cross referencing - I can’t find anything like this in analytics. Any suggestions please ? 

When saving rules or macros with multiple actions, the actions are automatically reordered to a fixed sequence rather than preserving the order I set. This breaks workflows where later actions depend on earlier ones.Steps to Reproduce:Create a new rule with the following actions in this order: Move to inbox "Support Requests" Add tag "VIP Customer" Save the rule Reopen the rule to editExpected Behavior: Actions remain in the order I saved them.Actual Behavior: Actions have been reordered to:Add tag "VIP Customer" Move to inbox "Support Requests"Impact: This causes the rule to fail silently. In my example, the "VIP Customer" tag only exists in the "Support Requests" inbox. Because the tag action now runs before the move action, the tag isn't applied, the thread is moved but remains untagged

Hello, community! You might already know that we recently launched Front Knowledge Base, a tool for you to centralize all your internal info for your team and/or external info for customers, which you can manage and access right within Front — reducing both your content and software sprawl. We use it ourselves to host our Help Center.If there’s anything you want to know about this new feature, you’ve come to the right place! We’re excited to answer your questions and get you started, with the help of Front’s two knowledge base experts:Anisha: Our internal PM for Knowledge Base who can answer anything related to its features, roadmap, workflows, and tips. Karen: Front

I can forward or re-send a message as a new conversation. But I often want to reply in a new conversation - follow up on one element of a conversation with an external person, without keeping all my colleagues subscribed to it. Is there a way to do that? 

No one on my team can find our 'Discussions' since the latest update. Where did it go???

Many users are reporting that when they search their inbox/shared inbox for a specific tag, emails show up that don’t have this tag. Why would this be?

We can make individual message templates available to specific inboxes — is there a way to do the same for entire template folders? Thanks for your help!   

So far I see only one discussion on desktop vs browser, so I am here to ask if there is a resource to give a full comparison on the differences between the two. I notice the training course deals with the web browser and I am curious how the behavior differs when creating tags. in the browser there are toggles to show in conversation and allow all inboxes. alternatively the desktop only gives an option to specify teammates that can use the tags. allowing all does not seem to be achievable efficiently. so where can i read on the distinction between applications?