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Improve the Imported Conversations Experience for Rules

While Front rules engine isn't currently set up to solve for imported conversations, this is something that comes up a lot with customers. This impacts rules in various ways. This idea is to look into how we can improve this experience for custome...
11 months ago in Workflows 0 Backlog

Load balancing checking rule conditions again before assigning

Load balancing rule conditions are checked when a conversation *enters* the queue, but not when Front tries to assign. Ex: - Rule says "when inbound, if in inbox A, then assign load balance" - Conversation comes in inbox A, no teammate capacity, g...
over 2 years ago in Load balancing 1 Backlog

Give non-admins permission to manage shifts

Add a new permission for managing shifts that can be added inside a custom role. This enables teammates other than full Workspace admins to manage shifts.

Availability status (Available, Out of Office, Do Not Disturb, etc) shown next to assignee name when a conversation is already assigned

When assigning to another Front user, their availability status is listed next to their name in the drop down assignment window. However, there is no availability status shown for the assignee once it has been assigned to them - a coloured circle ...
11 months ago in Assigning / Teammate availability 0 Backlog

Ability to use "reply-to" fields in rules

Use the "reply-to" field for auto replies instead of the "from:" field.
about 3 years ago in Auto-reply 1 Backlog

Add more triggers to require tags rules

Require tag rules currently apply to move and archive actions. It could be useful to offer other options: reply, comment, etc.
about 2 years ago in Rule library 1 Backlog

Dynamic Variables in Reply time goals (a.k.a. SLA) Rule

It would be great if we could filter SLAs based on Salesforce contacts or other dynamic variables. Thank you!
12 months ago in Workflows 0 Backlog

Auto-reply including conversation history

No description provided
about 3 years ago in Auto-reply 0 Backlog

Choose whether a moved conversation (by a rule) is archived or not for subscribers

When a conversation is moved by a rule : Choose whether it archives or not for subscribers : today, front automatically archives the conversation for subscribers.
about 1 year ago in Workflows 0 Backlog

Frontline users can see rule logic with view-only access

This will help with transparency as to how/why messages are getting assigned to them or not. This could be managed with a view-only permission for custom roles.
about 1 year ago in Permissions / Rule management 1 Backlog