Workflows discussion

Hello Front Community! I would like to make the most out of the Front knowledge base feature; however, I do not wish to recreate exisiting documentation. Currently, we have a knowledge base in Service Now, but it would be fantastic if we could bring that same information (If not simply make it accessible to search from from) into the Front knowledge base as a resource for our techs when assisting end users. My other concern is whether or not I have the ability to restrict the knowledge base view to ONLY our IT team. What would be the best avenue to accomplish these asks? 

Hello!I am currently trying to build a Dynamic Object that returns a URL format where the first two numbers after the static portion of the URL represent the numerical value of the letter + 1.For instance,  our order numbers are in the format of AV123456. I have this set to work as a dynamic object and it returns the correct URL. It is currently set as:Target String: A,Letters (exactly 1), Digits (Exactly 6)Target URL: ************************************next/21Digits(Exactly 6) It works beautifully. However, there are previous orders and future orders where the second letter is not V, and for this reason, 21 will not remain permanently static.​21****** represents the value of V(20) + 1 and the * represent the remaining numerical digits of the order number.Is there a way to build o

Hey Community,  Over the last few months we have been continuing to experiment with rules to attempt an equal distribution across our SMB CSM Team. With the exception to them being in multiple time zones, each of these CSMs should have equal distribution of emails daily over the full 24 hours in a day. What we have found consistently week or week is that 1-2 of our CSM’s typically has 2-3x the # of assignments as others. After many alterations and chatting with support we have determined that the primary reason for the outlier here is that a few CSM are exceptionally good at their job and move quicker than others. Because this particular CSM is very quick to answer emails, he/she has more capacity for the “assigned to me” queue to continue giving more and more work. On the other side of the house, the slower CSM queues are full so they are not getting additional work throughout the day.  Obviously I don’t want to “slow down” an

Working on updating my companies Front account and settings as we transition to using Front Chat as well, and I noticed that I do not have the option for setting business hours as listed in the knowledge base.  I am a company and workspace admin, however the setting is just not there when I go into analytics or inbox settings.Can someone point me in a direction I may be missing? Or is this a system issue of some kind.Thanks!

Hi, Has anyone updated the weekend in the business hours and what was the outcome? Any difference in the analytics as opposed to just having the 5 weekdays? 

We've been using FrontApp for some time and I've discovered that the tags and nested tags has gotten out of control.Does any one have any sound advice for managing these as we want users to create and use tags but found reporting is way to granular with too many tags.Cheers,

Hi!I have two questions regarding subscription management in Front: Is there an option to run a rule that will automatically unsubscribe all users from a specific thread? I have set up an emergency notification rule which notifies a large group of people to a thread in case of possible emergencies. However, once the emergency is dealt with, I would like a one-click or automated solution to unsubscribe everyone from that thread aside from the assigned person who would trigger it. While I'm aware manually unsubscribing everyone individually is an option (in most cases, see part two), I'm looking for a more efficient method. I've noticed that in WhatsApp threads on Front, the assigned person seems unable to manually unsubscribe subscribers which leads to people sticking around on threads until they unsubscribe themselves Is there a known workaround for this issue?

Great client service and support are critical for travel management companies to manage complex itineraries or unexpected issues. As more businesses consider incorporating chatbots, AI, and automation into their workflows, the risk of developing an over-reliance on technology can hurt a brand’s reputation. How do you empower teams to deliver a great experience through personalised service without compromising operational excellence? Watch our product demo to see how leading travel companies can:  Categorize and route messages automatically Manage, update, and respond to client itineraries faster Measure agent performance and customer satisfaction  

I was wondering if anyone had suggestions as to the best layout of Team groups, Managers / Leaders / associates.

How do you un-share an email string from a shared inbox.

Can you still make sub folders or has this function been taken away?

Is there a way to send an email as “High Importance”?

Hello, I know extracting dates from the message body is not currently built in to Front, but curious if anyone has any workarounds? I can extract the date as a string and then convert to a number but having trouble pulling it all together?Would love to take this: 08/12/2023 and say if within 30 days do X action, otherwise leave alone.

My group specifically had multiple shared inboxes created for our different customers that were ported into Front. Our current setup has each shared inbox routing into its own channel. I have a thought to combine certain shared inboxes that are managed by specific teams into consolidated channels. Has anyone in the Front Community had success with this?   

Hello,It seems the default action is for Front to simply place a reply on an old thread back in to Assigned to me box.In the past we have seen a customer reply to an old thread for a new request, and for one reason or another the reopened thread in Assigned to me was missed by that person.It seems like within Edit Rule, there could be a condition if Archived to send it back to unassigned. I have tried a few combinations but nothing clicks.Ideally, if a conversation is Archived, and a reply reopens it, it goes back to the unassigned box.Thanks for any guidance.

We are trying to streamline our process in sending confirmation to clients. Is there an app or plugin we can use to integrate to our template where client can just click a button to confirm or cancel?Let me know! Appreciate any feedback or suggestions. Thanks!

Hi all!I’ve tried working with context links and I’m a bit stuck. I’m trying to build one that pulls our Shopify order page, using the order number. The format is Order #XXXXX.  The main issue I’m having is that the order number appears nowhere in the URL, they seem to differ quite a lot. I’ve poked around on Shopify’s forums trying to figure out an alternative but I’m a bit stumped. Any advice would be appreciated! 

Is it possible to convert a dynamic object into a tag?For example. We receive an email from our CRM each time when new order is created. Each email contains an unique number.I’d like this number to be a tag.

Hi! I’m interested to hear any input about how other teams are leveraging the power of the Summarize with AI tool. Are you seeing marked differences in team collaboration, time savings/efficiency, improved team member satisfaction? Have you been able to quantify the improvement(s) in any way? In what use case examples is this tool proving to be the most effective?Thanks :)

Tag conversations while on leave What are your automations for individual productivity? Since Front has a rule engine for your individual workspace, the sky is the limit in creating workflows to handle your work for you.Here’s one that’s good for organizing your work when you need to go on an extended leave such as a parental leave, sabbatical, or a disability leave. You can create an individual rule (which works only on your individual workspace) to add a tag to all the messages you receive while you’re out:

Round robin assignment rule How do you divvy up work on your team? As Front users, we already have a huge advantage working in shared inboxes compared to a traditional single-player inbox where everyone must share one login. Now, in this multiplayer inbox world, what further workflows do you use to make sure all the work is distributed? Share with us what your systems to assign work are, or browse the thread to get some ideas for your own team. If you see something you’re curious to know more about, feel free to ask in the thread. I’ll kick us off with an assignment rule that Front’s own support team uses for chats:

Notify teammates based on tag One of the things I love to work on with customers and our own team is how to automate our manual processes so that we free up our time to do bigger and better things. I’ve joked with one of my teammates, Jason (technical support engineer), that we want to automate our jobs away. That’s not the end, of course — automation would be a means to evolve our own jobs to work on even more impactful things. (BTW @jason, I’d love if you could share an example of an automation you’ve built that has saved our support team from the manual actions we used to be tied to!)To our fellow Front users, please share some of your processes that you’ve turned from manual to automatic. Or, share something you’d like to automate — the rest of us can share tips or how we’

Hi,The documentation states that it is possible to create a custom channel, but is this possible for a "front_chat" type?I try but I have a bad request or conflict statutThanks

It would be great to get an Otter.ai integration so I can add otter to my meetings.

Hi there,  We are looking at Cordless and moving away from Aircall. I would love to hear anyones experiences with Cordless.What is something you love?What is something that excites you about using the product?What annoys you?How is the quality of transcription?How is the Customer Support Experience with Cordless?