Rule conditions

Problem CSAT survey rules only support a fixed delay after the trigger — there is no way to control the day or time a survey is sent, reducing response rates. Request Add time-of-day and day-of-week conditions to CSAT rules so surveys can be sent ...

Problem To track Reply Time Goals specifically for the first reply in a conversation, users must create a separate rule that first adds a custom field to the conversation, then reference that field in the goal — an inefficient multi-step process. ...

Problem Users must manually work around Delivery Status Notifications by checking email headers to prevent Inbox Rules from executing on DSNs. This is not user-friendly. Request Automatically suppress Inbox Rules on Delivery Status Notifications t...

Request: We would like to see an "Attachment Content" condition added to the Rules engine (potentially using OCR or AI parsing) that allows us to set triggers based on text or numbers found within a PDF file. The Problem: We are a high-volume Manu...

Problem Rule Set variables are required; you can't create a single rule where some variables are optional. For example, matching all emails from certain senders regardless of subject requires creating multiple rules. Request Allow Rule Set variabl...

Request Enhance the language detection system used in Front to better identify and handle multiple languages in conversations.

Problem Rules can't identify auto-generated emails (from mailing lists, auto-replies, etc.), making it impossible to handle them differently from human-sent messages. Request Add a rule condition to detect whether an email was auto-generated.

Problem Rule timers don't reset when new matching events occur, making it impossible to trigger actions based on elapsed time since the last event. Request Option to reset timer when a new matching event happens (e.g., send CSAT survey 5 days afte...

Request Add Japanese language detection as a condition in rules for routing and automation.

Request Enable using conversation Topics as conditions when creating and configuring SLA rules.