Voice

Description: Currently, the Call Summary field renders the raw string as-is, so <br> tags (and presumably other formatting) don't get parsed into line breaks like they do in regular messages. This makes call summaries with multiple sections ...

Problem Voice calls require a separate third-party subscription — Front does not have built-in calling, so teams must switch between platforms. Request Add native voice/call functionality so teams can make and receive calls directly within Front w...

Problem Call records (phone number, duration, transcript) are no longer displayed inline with SMS/MMS conversations. This makes it difficult for teams to quickly get context when joining an ongoing troubleshooting thread. Request Show call logs an...

Problem AI features like Topics, Smart QA, and Smart CSAT are currently unavailable for call transcripts, limiting the ability to analyze and understand call content alongside other conversation types. Request Enable AI features (Topics, Smart QA,...

Problem Agents can finish calls and move on without documenting notes or tags, reducing conversation context and organization. Request Display a popup window after voice calls that requires agents to add notes and tags before allowing them to arch...

Problem When teammates miss calls from Dialpad, there's no automatic way to notify the caller that the call was missed. Request Enable auto-responders via SMS for missed calls in Dialpad, automatically sending a response to the caller's phone number.

Problem When receiving calls, users only see the contact's name, account, and handle, which may not provide enough information to decide whether to answer the call. Request Allow admins to customize which data fields display in the incoming call w...

Problem Phone numbers mentioned in conversation messages can't be used directly to initiate calls, requiring manual entry into the phone system. Request Make phone numbers in conversations clickable to initiate calls through the Dialpad integration.

Problem Dialpad department lines without assigned phone numbers cannot be connected as channels, blocking visibility of missed calls. Request Enable connecting Dialpad department lines without assigned phone numbers.

Problem When teammates manually set their status to busy to focus on Dialpad calls and avoid load-balanced ticket assignments, their status automatically resets to available after each call ends. Request Preserve manually-set status through call c...