Chatbots

Problem When a single chatbot is deployed across multiple web properties (support.example.com, dev.example.com, etc.), chatbot analytics cannot be filtered by host, making it impossible to isolate metrics by domain. Request Add URL/host-based filt...

Problem Proactive messaging with Front Chat is only available on the web, limiting customer engagement for mobile users. Request Enable proactive messages on mobile apps, with the ability to target users based on logged-in identity and contact inf...

Problem Chatbot handoff options don't include creating a Customer Portal conversation, preventing teams from directing chat visitors to the portal-based support model. Request Add a handoff option to automatically create a Customer Portal conversa...

Problem Cannot distinguish chatbot interactions from ad-driven traffic when tracking conversions in Google Ads. Request Track Google Ads conversion events for chatbot interactions to measure engagement of ad-driven visitors.

Problem In completed chatbot transcripts, it is difficult to distinguish between multi-choice options the user was presented with versus free-text fields they entered. Request Display both the available options presented to the visitor and their s...

Problem When retrieving chatbot conversations through the API, message attribution (who sent each message) requires parsing HTML style attributes, making it difficult to programmatically determine conversation structure. Request Expose chatbot tra...

Problem Front Chat does not account for agent availability, so customers may start chat conversations even when no agents are online, creating mismatched expectations about synchronous support. Request Add the ability to branch chat flows based on...

Problem Customers often don't return to chat conversations after a period of inactivity, missing messages and limiting the effectiveness of chat for support. Request Add an "email notification" option to the "End of path" settings for chat convers...

Problem Multiple choice questions in Front Chat are limited to 8 options with a 35 character maximum per option, restricting use cases requiring more options or longer text. Request Increase the maximum number of options and increase the character...

Problem The Front chat widget lacks proactive messaging capabilities for sharing updates. Users want to display news and announcements to visitors, similar to capabilities in other chat platforms. Request Add home page and news features to the Fro...