Advanced rule conditions and actions

Ability to change the channel used when replying or forwarding with rules. This useful when a conversation moves around multiple inboxes with different channels. This applies to the CSAT rule template too.

The existing time criteria all exist as conditions to rules rather than triggers. For an overnight coverage use case it would be extremely helpful to have a time-based trigger be capable of taking action on a conversation. "When the clock strikes ...

Use the "reply-to" field for auto replies instead of the "from:" field.

Allow rules to reply all instead of replying to the sender.

We want to begin using the auto replies, but it only replies back to the actual sender. Not the email addresses within CC etc.

Be able to create a test suite of conversations and the desired branch that was taken for them in a Front rule. If I had this capability, I could ensure that any new changes to a branch by Autopilot answer rule did not break backward compatibility...

Right now, we're limited to only extracting a single item from an email, which makes it challenging when there might be a list of items that we'd like to extract in an unstructured way and pass that list into another system downstream. So, support...

Be able to extract and transform attachement content data to use in dynamic variables in workflows. For example: extract attachment info > use in API request to create order request in TMS

Giving Admins more confidence that no conversations are left behind thanks to rules. Front already supports queuing conversations that cannot be assigned immediately but we want to make improvements to the experience: giving Admins visibility on t...

Current State Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received. Requirement Provide additional triggers for starting an SLA countdown, including: Ticket unsnoozed Time since last outbound...