Live Chat

I wanted to share a usability concern regarding the layout of the Chat and Internal Comment boxes. Currently, the two fields are very similar in both appearance and placement, which increases the risk of accidentally sending internal comments to t...

To have the ability to send proactive messages with Front chat on Mobile like we can on the Web. Additionally to be able to recognise the logged in user, that signed into the app for Type of Audience, and then leverage contact info as conditions f...

Requesting a 4th option is added for Chatbot end-of-path options - the option to create a new Customer Portal thread. Our team wants to move towards a portal-based support model, so auto-creating a new portal conversation when a chat visitor needs...

Google Ads conversion events for Chatbot – track users who come to our website from an ad and interact with the chat (and not the other CTAs).

When viewing a completed Front Chat transcript that's transitioned to a conversation, the teammate is presented with a transcript that looks something like this. It's tricky to tell the difference between multi-select options the user entered vs f...

When you view a completed Chatbot<>Visitor conversation in the conversation UI, we see the AI/Visitor messages differentiated by being bolded or not. While the HTML version of the message accessible via the API does contain the same bolding,...

The chat transcript emails can be difficult to read—especially for longer conversations. They often appear as one long quoted thread, which makes it hard to follow the back-and-forth flow of the conversation. It would be a big improvement if the t...

Ability to branch chat based on agent visibility to ensure synchronous chat expectations are met - also to direct customers to submit a request via email or collect information but set expectations that all agents are "busy". and/or - ability to s...

We use Front for email as well as our help desk. We've recently adopted a new service for our chatbots that offer more robust training and natural conversational language. We have this running on our primary website, but would also like to use thi...

Under the “End of path” options, it would be great to have the option to have users be notified by email when we reply in the chat conversation so they know to come back to it. We find that users rarely respond to the chat conversations after a ce...