Front users

Community topics about Front features and workflows

317 Topics

saroach
saroachHelper
asked in Product Q&A

Linked Conversations- Archiving Sub-Conversations

Hello, Is there a setting that will enable auto-archiving for sub-conversations whenever an original conversation is selected? My goal is to rapidly declutter my conversation list when addressing incoming requests. Please advise.Thanks,Sarai Roach

3
annika_hanlon
4 hours ago
eden
edenRookie
asked in Get started on Front

How are we supposed to use email automation tools when All sent emails from automation platforms end up in inbox

Hi Front Reps, We are trialling your software and are finding it hard to figure out how we are best to use it as it is actually creating ALOT more work for our team Let me explain what is happening specifically. Our shared inbox, and some personal inboxes, have automations from email platforms that send email from our accounts. This is incredibly common, it saves our team dozens if not hundreds of hours a month.  For example, if a new lead comes in, a series of 10 emails get automatically sent from my inbox over the course of the next few months. If a project is completed, the request a review email gets sent. We also have a CRM that sends emails directly from Gmail and syncs with that. In front - it seems that every time one of these platforms sends an email (they do sync with my gmail inbox, and send from my gmail itself, eg: these emails send from the gmail account via api using these email automation tools so we can see all emails) - all these automations then appear in my INBOX in

1
annika_hanlon
4 hours ago
joshualindsey28
joshualindsey28Rookie
posted in Workflows discussion

Utilizing Front Tools for Colletive Team Collaboration in the Financial Services Industry

Hello everyone,I'm currently using Front as part of my workflow in an accounting firm, and I'm looking for some advice and inspiration. Our team consists of several accountants, administrative staff, and interns, and we seeking seamless methods to manage client communications, schedule appointments, and share important updates within our team.I've started utilizing Front's shared inbox feature to streamline client inquiries and ensure that no message goes unanswered. However, I'm curious about how other firms are maximizing their use of Front for internal communication and task management. Specifically, I'm interested in:Automated Workflows: Are there specific rules or automations you have created that have significantly improved your efficiency? Integration with Other Tools: We use a few different tools for client records, billing, and financial analysis. How have you integrated Front with other tools in your tech stack? Team Collaboration: Any tips on using Front's tagging, commentin

1
Luke
5 hours ago
kaitlynm
kaitlynmConversationalist
asked in Product Q&A

Using message templates & automating tags

Hi team,We frequently use message templates to speed up workflow and give consistent and concise replies to our customers. We also use tags on every email we receive to differentiate between query types.My question is can we automate tags to be added when using a specific message template to minimize any manual interaction with these common queries we receive? Thanks!

0
kaitlynm
16 hours ago
sebastienmarouani
sebastienmarouaniRookie
asked in Product Q&A

Have a way to retrieve where a message have been moved (shared mailbox)

As an admin, it will be very usefull to have a way to investigate where a message is. Sometimes agent applies macro that will move messages to another box with restricted access and users can’t understand. As an admin, I wish to be able to past the message ID to retrieve where it is and give to informations to my team 

0
sebastienmarouani
3 days ago
zrichardson
zrichardsonConversationalist
asked in Workflows discussion

"This conversation is assigned to...are you sure you want to archive" don't show again

Hi! Excited to be part of the Front community, as there’s a lot of things I love about the application.During the weekdays, we have one box the whole team uses and responds to, but a lot of the members don’t sign out, so conversations still get assigned to them.On the weekend, it’s just me and one other person taking turns managing the box, and it’s SOP to clear out 100+ emails at a time as they are “inquiries”- in other words, people asking to do a job for us, where hundreds of emails will come in, but then only one of them actually gets it, and it’s unnecessary to even respond to the others (they know that).I need to stay in open view so I see all conversations, even ones that are assigned, but when I try and close out a ton at a time, I keep getting this popup saying that the conversation is assigned to someone else, am I sure I want to close it out.I’m 100% sure that I need to close all these out every day, is there some kind of “don’t remind me”, “don’t bug me”, “don’t ask again”

4
Luke
3 days ago
Kam
KamEnthusiast
asked in Get started on Front

Bulk Archive Shared with me emails

Is there a way to bulk archive Shared with me emails?

1
helena
3 days ago
S
stella_ighodaroEnthusiast
asked in Product Q&A

Instagram Mention

Hey Fronteers!When we’re mentioned on Instagram, is there a way to click on the mention from Front and get redirected to Instagram rather than going to Instagram to view the story?Thanks. 

1
annika_hanlon
4 days ago
joshualindsey28
joshualindsey28Rookie
posted in Workflows discussion

Seeking Best Practices and Advice for Using Front's Analytics to Optimize Team Efficiency

Hi everyone,I’m reaching out to gather some ideas and best practices on how to effectively use Front's analytics features to optimize team efficiency in our accounting firm. We’ve started leveraging Front's analytics to improve our operations, but I’m sure there are many more ways to enhance our use of these tools.Here are a few areas where we’ve found Front's analytics helpful, and where I’m seeking your advice:Tracking Response Times: We’ve been monitoring our response times and setting benchmarks (e.g., responding to all client emails within 24 hours). This has helped us improve client satisfaction, but I’d love to hear how others are using response time data effectively. Workload Distribution: Analyzing the distribution of messages across our team has helped us balance workloads and identify peak times. What strategies do you use to ensure an even workload distribution? Identifying Bottlenecks: We’ve been able to pinpoint delays in our communication process by examining message han

0
joshualindsey28
4 days ago
helena
helenaCommunity Manager
published in Announcements

Front product tutorial videos on YouTubeTutorial

We heard your feedback and delivered! The most common request we receive for Front Academy is for more video tutorials, so we’ve been working hard to create them. And now, we’re also making them available on our YouTube channel!➡ Check out our product videos YouTube playlistOur Front Academy courses will have much more comprehensive content and education, so we encourage you to enroll in those — but if you’re in a pinch, keep this playlist handy! We’ll update videos frequently, so subscribe to our channel to get the latest 😎

70
helena
5 days ago
helena
helenaCommunity Manager
published in Announcements

If you use Front for customer support, this Front Academy program is for youCourse

Introducing: the new Front Academy learning path on how to utilize all the features in Front to run a world-class support team. This comprehensive program has been curated with the best tips and tricks collected from our most seasoned support leaders and teammates, who use Front to handle every single support request. By enrolling in this course, you can:Gain access to a wealth of knowledge and insights on how to make the most of Front's powerful features for managing customer support Master features such as: rules to automate workflows, AI chatbots to handle inquiries, knowledge base that wows your customers, key operational workflows to run your team, SLAs to keep your customers happy, CSAT improvement and tracking, and more Audit your existing support structure in Front to ensure all the key workflows and features are optimizedTo prove that we walk the walk, we publish our own support metrics on our website (spoiler: we have 98% CSAT), which we accomplish by using Front. We hope to

70
helena
5 days ago
helena
helenaCommunity Manager
published in Announcements

How do you deliver stellar self-service support?Guide

We spoke to top customer experience leaders at Loom, Airbnb, Lattice, and more on the 5 best practices of self-service support.Our newest guide gives comprehensive, practical tips on:When to offload work to automation and AI Creating simple, yet effective chatbots Keeping your knowledge base up to date Building a community your customers love The metrics you should be tracking and how to use those insights📍 Get your copy here! What has worked well for you in your self-service support? We’d love to hear your lessons learned or what’s on the docket for your self-serve strategy! Join the discussion below 👇

254
helena
5 days ago
harvest
harvestConversationalist
asked in Product Q&A

Rule to preserve tags or auto-tag on "Move message to new conversation" actions

I currently have a rule to move certain messages with the same subject into a new conversation, in the same inbox.This is a specific type of transactional message that’s received when customer’s complete a form. We don’t have control over the subject line, which is always the same, so they stack up in a single thread otherwise.The rule is successfully splitting up these messages. However, tagging does not seem to work.The first message of the day for this type does get tagged per what I have setup in the rule, but subsequent messages do not.I’m not sure if there’s a specific order of operations that should happen, if a separate rule can catch these “Move message to new conversation” actions, or if this is a limitation of the rule action itself.Curious to know if anyone else has run into this or if there’s a solution.

5
samsheridan
6 days ago
L
Lisa FRookie
asked in Workflows discussion

How can we append messages to all signatures in organization

What is the best way to append a message to the end of all company signatures without updating each one manually?

3
Mika
6 days ago
DKSci
DKSciConversationalist
asked in Workflows discussion

Need Consulting Help for Front

We are a small company and going above Starter plan would be huge overkill. Given that this plan does not include dedicated onboarding, I need to hire someone expert in Front for like an hour to just look at what we’re doing, what we’re trying to do, and give us advice on how to do it. We can do the grunt work, I just need someone who is really expert in the software to help guide us properly. I tried searching on Upwork, via various terms, and cannot find anyone with “Front” as a tag or in their profile. Thanks for your help trying to find a resource.

6
helena
6 days ago
S
stella_ighodaroEnthusiast
asked in Product Q&A

Font Dialog Box

Hey there!Is there a way to enable font dialog box on WhatsApp, Instagram and Facebook channel in Front, just like it is on the Email channel?  

1
cat_apac
6 days ago
chels
chelsRookie
asked in Product Q&A

Notes

Is there a plugin for note taking?  I use the notepad on my computer for taking all of my notes for different emails and once I don’t need that note anymore I delete it...I want to be able to keep the notepad on the side panel of my inbox where the plug-ins are instead of having to go back and forth between tabs.

1
cat_apac
7 days ago
evankim
evankimFronteer
posted in Desktop release notes

Front Desktop 3.52.5

Various bugfixes Better handling for notifications on Windows Server 2016

0
evankim
11 days ago
JohnW
JohnWSmart Cookie
asked in Product Q&A

Can The Archive Be Sorted by Email Received Date?

We want to Sort Archived Messages by Date Received, NOT ArchivedBeing able to have an option to sort Archived Messages by the date the message was originally received would be super helpful.  I don’t see that option existing, but wanted to ask, in case we’re missing it.  If it doesn’t exist, I’ll definitely be putting it in as an Idea for a future feature. 

4
mattg
12 days ago
Dinesh
DineshRookie
posted in Workflows discussion

Managing inboxes

How do you effectively manage and prioritize incoming messages in FrontApp to ensure timely responses and maintain high-quality customer support apart from the typical SLA method?

1
sadie_mcdaniel
13 days ago
Dinesh
DineshRookie
posted in Workflows discussion

Using Front for Optimization

"In what ways can FrontApp users leverage advanced automation features, such as custom rules and API integrations, to orchestrate complex workflows and optimize team productivity across diverse communication channels?"

1
sadie_mcdaniel
13 days ago
Kamohelo
KamoheloEnthusiast
asked in Product Q&A

This channel is limited to 5 recipients per message

I’m trying to send a WhatsApp mesaage to around 200 contacts but I get this error “This channel is limited to 5 recipients per message”How can I change this limit? 

1
PhoebeatFront
16 days ago
mark_saunders
mark_saundersConversationalist
asked in Product Q&A

Will there be a "send & log" feature out outgoing messages using Front & Salesforce

Currently Front is asking users who need to log email to salesforce to send the email and then seek out the sent item and log it manually as a second step.  This is not productive and difficult to get user buy in for.When will Front have a send & log feature to automate the look up to the contact and opportunity record to have a single step to log the email activity?Right now Front is sending all sent email at the account level which is creating noise and reporting difficulty and none of that mail is related to the opportunity record.

6
PhoebeatFront
16 days ago
jkase
jkaseEnthusiast
asked in Product Q&A

User Profile Audit Logs

I am looking for Audit logs for users added recently on Front. Is there any specific place i can go to extract this information.

1
patrick_v
16 days ago
benanderson
benandersonConversationalist
asked in Product Q&A

Best way to create rule for calendar invites

Hi, I have a rule setup that says when an individual gets an email it should be moved to a shared inbox. I want to set the rule that says not to move calendar invites sent to the individual. I have tried a rule to say if the header contains Exchange-Calendar then to notify the inbox owner and stop processing any other rules. I had this set up as rule number 1 but it still went to rule number 2 and sent to the shared mailbox.  I am probably looking at the wrong header section but is there a better or correct way to set a rule against a calendar invite?

2
benanderson
17 days ago

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