Product Q&A

Got questions about how to use a feature? Need help troubleshooting? Ask away and our team or your peers can assist.

  • 157 Topics
  • 364 Replies

157 Topics

helena
helenaCommunity Manager
published in Product Q&A

Front Product Roadmap Webinar - February 2024Recording

Join us for a very exciting roadmap webinar where we unveil where Front is headed in the coming quarters. In this webinar recording, we cover:📱Where do we stand on a native SMS channel? ✅ In addition to viewing data from third-party systems, you’ll be able to action on them right within Front 🔀 Custom actions you can automate for Front, similar to macros in other tools 🤖 So much AI, such as AI tagging and email reply suggestions  📊 Revamped analytics with more visualizations and filtering ❓ Q&A from the audience We’ll answer any questions you have about the presentation, so leave them below and subscribe for updates 👀

3964
JohnW
2 months ago
helena
helenaCommunity Manager
published in Product Q&A

When to post in this forum versus contacting Support

This forum is the primary way to receive assistance using Front. Post questions about our product in this forum. Posting questions in our Product Q&A allows other Front users to learn from your question and allows the broader Front Community to suggest innovative solutions or respond with follow-up questions of their own. However, there are times when you should contact Front Support instead. These include:Reporting bugs or performance issues When you need changes made to your Front account When you need to share private information to troubleshoot a problem  If your issue does not fall into one of those categories, then please post in this forum. Rest assured our Support team and community gurus will see your question and respond before you know it!

5460
helena
1 year ago
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
2 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
14 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
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
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
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
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
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
mark_saunders
mark_saundersConversationalist
asked in Product Q&A

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

Currently for sales users who need to log email to a salesforce opporutnity need to first send the message and then go back to sent items to add the email. Or Front is recommending that you turn on the Bcc feature in salesforce to accomplish this.  Will there be a "send & log" feature out outgoing messages using Front & Salesforce

1
Javier - Developer Relations
18 days ago
Kamohelo
KamoheloEnthusiast
asked in Product Q&A

Using Front For WhatsApp

Hi Everyone!We have been using Front in conjunction with Twilio and Courier to send WhatsApp messages to our users. Using all three platforms is a long and tedious process. We use Twilio to approve WhatsApp marketing templates and add buttons, then we copy that template to a Courier template and add our list of users we want to send the WhatsApp message to and then send the template to the users on Courier and then we respond to user replies on Front. My question is can we do all of this just on Front? If so please let me know how or how to simplify this process.  

2
geraldine_oduber
19 days ago
john
johnRookie
asked in Product Q&A

View Date Last Modified: Message Templates

When I’m viewing Message Templates, I’d like to be able to see the Date Last Modified. Right now, the view only shows “Date created.”  There’s plenty of screen real estate to do so.  

1
Cori
19 days ago
SummitMitch
SummitMitchRookie
asked in Product Q&A

Skip "How can I assist you with..." question in Chatbot AI

I have setup a simple chatbot that collects a device brand, and the repair that is needed for the device. Ideally after collecting these two pieces of information, the chatbot would use the connected Knowledge Base to find the article with pricing and provide the repair price back. Right now, the chatbot asks the question “How can I assist you with the *device model*? Is it possible to skip this question either through a setting or by providing more information prior to the AI Answers module? For further clarification, I’ve attached a screenshot below. 

1
PhoebeatFront
20 days ago
nhu_lam
nhu_lamRookie
asked in Product Q&A

time zone

How to change time zones for each workspace?

1
R
25 days ago
F
fernandasilvaRookie
asked in Product Q&A

Whatsapp Reaction 👍

I have already integrated whatsapp to my FA, however when a user reats to a message it shows to me as empty message. ANyone could set this up to show in frontapp this reactions? (when a user clicks my message and reacts with an emoji)Thank you!!

1
Javier - Developer Relations
26 days ago
rachaelm
rachaelmRookie
asked in Product Q&A

Google Group Collaborative Inbox

Hi there! We are looking to transition another team over to Front. They currently operate using Google Groups instead of a Google Email Account. There is not a way “on the Google side” to transition a Google Group to a Google Email Account. So we are looking into Google’s option of a Collaborative Inbox. I am trying to figure out if the Collaborative Inbox would be configured the same way as a standard Google Email Account would be through Front? Or would this be set up as a Google Group in Front? The distinction between the two on our end is that the Google Group does not have a 2-way sync, but a standard Google Email Account does. 

1
JohnW
1 month ago
JohnW
JohnWSmart Cookie
asked in Product Q&A

What Causes Ghost (Archived) Messages w/ No Activity to Reappear?

We have a user who has reported “Ghost” emails, sent only to them, that were previously archived, reappear in their personal inbox.  There seems to be no activity that would trigger this behavior.  Has anyone else experienced this phenomenon?  Is there any administrator-accessible forensic data, that can be examined to determine why these emails are reappearing? 

1
JohnW
1 month ago
ArranLeith
ArranLeithConversationalist
asked in Product Q&A

Signatures - Whatsapp, Facebook, Instagram

Is there a way to enable a signature to automatically appear at the end of every message? It works on email but is there a plugin or a feature coming that will allow the signature to appear on anything non email. It could just be a Front feature that puts it in the text box for you. Doesn’t have to sync with the respective apps

1
Luke
1 month ago
ArranLeith
ArranLeithConversationalist
asked in Product Q&A

Facebook - Filter People commenting on posts and/or replied to your story

Currently when someone comments on our Facebook story with an emoji/reaction it gets picked up on our system and gets tagged as a “member problem”. We want our members to be able to message us with an issue and we’ve got trigger words that activate that. We can’t just turn off all Facebook messages/reactions as we need to reply to some of them. This is where it gets tricky. We also have a rule where if the “Conversation Subject doesn’t contain: mentioned you on an; Commented on your; “ then add Member problems. We found this stops comments on Facebook posts flooding our views.   What we’re finding is when we put a post up on our story and it gets a reaction really quick. People are messaging in and it just floods the “member problems” view with these messages. We then have to manually go through and add a tag to separate the different types of messages.  Is there a way to separate a reaction/emoji from a genuine message?Is there also a way to put messages in our Facebook Group into it’

1
PhoebeatFront
1 month ago
Vchin
VchinConversationalist
asked in Product Q&A

Unable to view the photos after updating to UI/UX for chat-like channels

I need help in solving the issue where I can’t view the photos that sent by my client after the recent UI/UX for chat-like channels. Anyone is facing the same issue and anyone know how to solve it? 

1
Javier - Developer Relations
1 month ago

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