Core Product Experience

Ability to hide the reading pane or conversation view to help users better focus.

We’d like the ability to programmatically close conversations using the Front API. Right now, the API allows updating a conversation’s status to archived, but there’s no way to mark it as closed. This creates a challenge for teams like ours who re...

Hi, I would like to have the time left before warning or breach displayed based on business hours of our teammates. For example, if a message was received 5.04 pm CET - Our business hours 9.00 AM to 5.00 PM CET. Time left is already displayed whil...

Hi, in long conversations, with lots of back and forth emails, we need to identify quickly and easily to which message in the conversations the SLA warning tag is applied to. Maybe highlight the message or a symbol close to the related emails but ...

I'm trying to build a rule that uses AI topics to send a message template response when certain topics are used. I want to send an existing message template, but add a "sent using AI" disclaimer at the end of the message. Right now, the only way t...

As a team leader, I want to be able to ensure my team follows our correct operating procedure. With that, there's a need to have more control over the visual interface that agents work out of. I'd want to be able to add comments with HTML to show ...

Example: When a comment is added by sales, body contains "#quote", if the conversation is in accounting, then create task in inbox accounting. When a comment is added "#redston", if conversation is in production, the create link conversation with ...

This feature would significantly improve the efficiency of navigating through numerous conversations by allowing users to filter and find conversations containing e.g. specific tags. It facilitates a streamlined workflow by reducing search time, p...

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...

Our team currently has a fairly large number of templates which we use for rules and automations (mostly for off-hours requests). Though we don't change business hours often, when we hire in different time-zones and therefore update hours, it woul...