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Playbooks/SOPs: multi-step conversational workflows

Playbooks are Front's new automation tool designed to handle multi-step, conversational workflows that resolve complex customer inquiries over time.
4 months ago in Workflows Planned

Improve conversation list view in analytics regarding smart CSAT

* On the analytics table when you click to view the smart csat score for a particular user(image1a) you are getting a list of conversations(image1b) where smart csat got added but you need to open each of these to see the star score. It would be u...
4 months ago in AI / CSAT / Smart CSAT Planned

Ability to export analytics' custom report

No description provided
9 months ago in Exports, API and connectors Planned

Applying different filters on each graph in the custom report

That would allow side by side comparisons on inboxes or other criteria instead of only timeline
9 months ago in Customization Planned

Ability to create tasks via API and Rules

The new tasking system is not easy to use - it takes multiple clicks to make a task. Allow auto creation via API or Front rules
10 months ago in Core API / Workflows Planned

Views by Account

As a user, I need the ability to create a view by account (or domain) so I can view all comms with a certain customer in one place - and save that view (running the same search over an over again is not sufficient)
10 months ago in Admin Experience / Views Planned

[accuracy] Improve suggested reply accuracy (inquiry detection, customer context aware ...)

No description provided
over 1 year ago in AI / AI suggested replies (auto draft) Planned

[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….

The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
over 1 year ago in AI / AI summary Planned

[accuracy] Similar conversations feedback loop reinforcement

Similar conversations lack of accuracy.Ideas: Allow to remove "similar" results and use this as training signal to improve the accuracy
almost 2 years ago in AI / AI similar conversations Planned

[channel] AI suggested replies on more channel types (SMS, chat, custom..)

Same as auto-draft with AI for emails, but for chat and SMS or others TBD
almost 2 years ago in AI / AI suggested replies (auto draft) / Live Chat Planned