Chatbots

Problem AI Answers only draws from Knowledge Base content and external sources — it does not use past conversation history, which often contains relevant answers. Request Allow AI Answers to leverage Front conversation history as a knowledge sourc...

Problem Chatbot flows cannot merge different paths or reuse shared content — identical paths must be duplicated, making the flow hard to maintain. Request Allow merging chatbot paths and reusing path segments across a flow to eliminate duplication.

Problem Chatbots are currently only available for Front Chat, limiting their use to that single channel. Request Enable chatbots to work across multiple channels including SMS and WhatsApp.

Problem Chatbot flow messages cannot be personalized with customer data, limiting relevance to chat visitors. Request Support custom field variables in chatbot flow messages (e.g., {visitor.first_name}) to enable personalization.

Problem Chatbots can't respond to visitor inactivity or time spent on a flow step, making it difficult to handle situations where visitors are stuck or not responding to questions. Request Add triggers based on visitor inactivity duration and time...

Problem Conversations are only created when a chat visitor completes the entire chatbot flow. Conversations abandoned mid-flow are lost, preventing the team from helping visitors who don't finish. Request Create a separate inbox that captures part...

Problem Open-ended chatbot responses can't be exported for analysis. Request Export chatbot responses to a spreadsheet.

Problem Website chatbot visitors must manually search for or navigate to knowledge base articles instead of receiving proactive suggestions. Request When a visitor types keywords matching knowledge base article titles or content, automatically sug...

Problem Chat visitors have no way to close the chatbot conversation. They're either stuck in a chat flow without reaching an end, or automatically routed to the inbox when they've already found their answer. Request Allow visitors to manually clos...

Problem All customers see the same chatbot flow regardless of their attributes or support category. Request Allow customizing chatbot flows based on contact fields so different customer types receive relevant flows for their support needs.