Hi Brandon,

Isaiah here from the Front Support Team! Great question. At this time, it’s not possible to set a default from address when replying with a specific message template. I reviewed our Product Ideas portal and didn’t see that we have an existing feature request for this. If this functionality would be beneficial for your team, I highly recommend submitting a request for it here! Happy to answer any other questions!

Isaiah,

Is it possible to change the setting that automatically includes the previous message in a reply?  It would be better for our use case if we manually added previous messages instead of having automatically included.

We have to remove the previous message in a lot of replies and cannot find a way to reply to someone without a previous message attached.  This has caused us some headache as we have accidentally had information sent to people that should not have been sent because someone forgot to remove the previous message.

Thank you

Hi Brandon,

Just to confirm, are you asking how to reply without including the previous messages in the conversation? If so, you would need to start a new conversation so it creates a completely separate thread. There’s not an option to reply within the same conversation and have it start a new thread.

You can, however, adjust your threading settings to “no threading,” which will make each subsequent inbound message create its own thread. You can find more details on that here.

Isaiah,

We respond to our clients from the thread, we need to keep all correspondence with them in as singular a thread as possible.  Creating new separate threads is not what we want to do, then we would have to go back and merge the conversations back together.  We just want to know if there is a way to hit reply or reply all and not have it automatically include the previous message that we are replying to.  Right now we have to go down and delete it from the email before we send it.

Hello Brandon,

Thank you so much for you reply! Annika here from Front Support, stepping in for Isaiah,

Currently, it is not possible to remove the previous message history automatically before sending. This would need to be done manually. However with that said, I believe this would be an awesome feature request that I would kindly ask you to submit via our portal here https://community.front.com/ideas 

Its ideas like this that help us continue making Front better!