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Change sending email address for auto reply/Customer Feedback request

Summary: When creating an auto-response rule or 'Measure Customer Satisfaction' rule, it would be nice to change the sent from email address. A customer (currently in opt-out phase), has onboarded both their Support and Customer Success teams. The...
4 days ago in Auto-reply / Missing core rule actions / Rule actions 0 Backlog

Chatbot Analytics: Export detailed data

In the Chatbot Analytics report, it would be helpful to export detailed conversation data (customer<>bot messages) along with reports on whether a conversation was resolved / deflected / AI Answers used / etc.
10 days ago in Analytics Exporting Data / Analytics exports content - fields / Generic drill down (business objects) 0

Workload report: add 'Moved to inbox' metric

No description provided
12 days ago in Metrics 0 Backlog

Loops in rules to process multiple items in a list

Ability to set a looping logic for rules to process multiple items in a list. E.g. split an array to send an app request for each item in the array.
27 days ago in Workflows 0 Backlog

(Front desktop) Pull search results into a new window

On the macOS desktop app, I can double-click an email chain in my inbox to pop it out into its own window. I'd like to be able to do this with search results. Sometimes I search but am still sorting through the results when I need to go back to th...
about 1 month ago in Core Product Experience / Search 0 Backlog

Set default Knowledge base for p4

Currenty when a user opens the p4 KB side bar it shows the first knowlege base aviable. Users manually have to select which one they are viewing.
about 1 month ago in Knowledge Base 0

SSO for Gated Knowledge Base

Customer wants to utilize Gated KB for internal employees that are not Front users. SSO makes this much easier to maintain.
about 1 month ago in Knowledge Base 0

Dedicated "Merge conversations" permission

Ability to restrict "merge conversations"
about 1 month ago in Conversation/inbox permissions / Permissions 0 Backlog

Update Twilio SMS Channel Credentials in App

Currently it's not possible for team's to update their Account SID or Auth Token within the channel settings of their Twilio SMS channel. To update their credentials they have to reach out to the Support team which can take some time for a respons...
about 1 month ago in Default channel management 0 Backlog

Auto QA

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...
about 1 month ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned