Other channels

Problem There are no native validation or testing options in the Front API to verify that WhatsApp templates — including those with media headers — are correctly formatted before sending, increasing the risk of rejected messages. Request Add valid...

Problem Call records (phone number, duration, transcript) are no longer displayed inline with SMS/MMS conversations. This makes it difficult for teams to quickly get context when joining an ongoing troubleshooting thread. Request Show call logs an...

Problem Sequences (bulk message automation with CSV uploads and dynamic variables) are only available for email, not SMS channels. Request Extend Sequence functionality to SMS channels (e.g., via Twilio), including support for CSV uploads and temp...

Problem Twilio channel creation only supports SID and Auth Token authentication, which is less scalable and poses security risks if credentials are exposed. Request Support Twilio API Keys as an authentication method for creating Twilio channels f...

Problem Voice calls require a separate third-party subscription — Front does not have built-in calling, so teams must switch between platforms. Request Add native voice/call functionality so teams can make and receive calls directly within Front w...

Problem MMS images appear as attachments requiring download to an external viewer before they can be viewed, slowing down troubleshooting when conversations contain many images. Request Display images inline within the SMS/MMS conversation thread ...

Request Add support for WeChat and WeCom so teams can manage customer conversations from these platforms within Front.

Problem Recruiters must ask users to send a direct message before beginning a conversation, adding extra steps and delaying engagement. Request Ability to delete or hide comments, like or react to comments, and send private messages directly to co...

Problem Agents can finish calls and move on without documenting notes or tags, reducing conversation context and organization. Request Display a popup window after voice calls that requires agents to add notes and tags before allowing them to arch...

Problem AI features like Topics, Smart QA, and Smart CSAT are currently unavailable for call transcripts, limiting the ability to analyze and understand call content alongside other conversation types. Request Enable AI features (Topics, Smart QA,...