Live Chat

Problem AI Answers only draws from Knowledge Base content and external sources — it does not use past conversation history, which often contains relevant answers. Request Allow AI Answers to leverage Front conversation history as a knowledge sourc...

Problem Chatbot flows cannot merge different paths or reuse shared content — identical paths must be duplicated, making the flow hard to maintain. Request Allow merging chatbot paths and reusing path segments across a flow to eliminate duplication.

Problem Chat and Internal Comment boxes have similar appearance and placement, leading to accidental posts to the wrong field and exposing internal notes to customers. Request Visually differentiate the fields more clearly (e.g., different colors ...

Problem Chatbots are currently only available for Front Chat, limiting their use to that single channel. Request Enable chatbots to work across multiple channels including SMS and WhatsApp.

Problem Support teams spend extra time diagnosing technical issues because they lack customer information like browser, device, and location—and customers often answer these questions incorrectly. Request Display visitor metadata including locatio...

Problem Front Chat currently sends transcripts automatically after 5 minutes of visitor inactivity, but teams need flexibility in how and when transcripts are delivered. Request Provide a setting to customize the transcript timing interval and all...

Problem Chat conversations cannot be merged, even though emails and tweets can be. Request Support merging of chat conversations.

Problem Front Chat transcripts are always sent after 5 minutes of visitor inactivity, but this fixed timing doesn't work for all teams or use cases. Request Allow admins to customize the time interval before a chat transcript is automatically sent...

Problem When offline hours are configured, the chat widget is completely removed, preventing customers from initiating conversations during those times. Request Keep the chat widget visible during offline hours but display a message indicating age...

Problem Chat visitors have no visibility into response time — they do not know their queue position, estimated wait time, or whether the team is experiencing high volume. Request Display real-time availability indicators on the chat widget, such a...