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    Playbooks/SOPs: multi-step conversational workflows

    Playbooks are Front's new automation tool designed to handle multi-step, conversational workflows that resolve complex customer inquiries over time.
    9 days ago in Workflows 0 Planned

    Smart QA custom criteria

    Allow customization of the criteria description of smart QA in order to tailor them to specific cases (e.g. "do not take reports of power outages into account as it is outside our company's power to address those").
    3 months ago in AI Smart QA 0 Planned

    Schedule delivery of Smart QA report

    No description provided
    3 months ago in AI Smart QA / CSAT / Scheduling and automation 0 Planned

    Views by Account

    As a user, I need the ability to create a view by account (or domain) so I can view all comms with a certain customer in one place - and save that view (running the same search over an over again is not sufficient)
    7 months ago in Admin Experience / Views 0 Planned

    [accuracy] Improve suggested reply accuracy (inquiry detection, customer context aware ...)

    No description provided
    over 1 year ago in AI / AI suggested replies (auto draft) 0 Planned

    [granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….

    The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
    over 1 year ago in AI / AI summary 0 Planned

    [accuracy] Similar conversations feedback loop reinforcement

    Similar conversations lack of accuracy.Ideas: Allow to remove "similar" results and use this as training signal to improve the accuracy
    over 1 year ago in AI / AI similar conversations 0 Planned

    [channel] AI suggested replies on more channel types (SMS, chat, custom..)

    Same as auto-draft with AI for emails, but for chat and SMS or others TBD
    over 1 year ago in AI / AI suggested replies (auto draft) / Live Chat 1 Planned

    Option to display Knowledge Base widget (without live chat) during offline hours

    Option to only show help centre from chat widget. Especially useful when chat is 'offline'. When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. ...
    almost 2 years ago in Knowledge Base / Live Chat 0 Planned

    Dialpad Analytics Dashboard within Front

    I'd love to be able to see Talk Time, Hold TIme, etc with our Dialpad integration, direclty in the analytics section of Front!
    about 2 years ago in Developer Platform / Insights 0 Planned