AI

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").

Actions requests from the admin to improve the accuracy Guidance to write good tag description Suggest negative reinforcement for AI tagging (either raising it to the admin or training the AI) Let user flag good examples of conversations that shou...

We want more language support for the translate action in AI compose and the AI message translation feature. Languages like: Norwegian Hungarian Czech Latvian Lithuanian

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...

Context: Since we deprecated the Grammarly integration, customers can utilize Front's AI compose, which has grammar and spelling suggestions. Request: Would be ideal to either have auto-correct on email, (but also comment ideally) auto-suggestions...

Allow for usage of AI Translate functionality (message is received, language is auto-detected and user is able to translate message into language of their choice) in channels beyond email. Specifically, Chat, Portal, WhatsApp, SMS, Slack, and Cust...

Situation Description: Currently, AI translation for inbound and outbound messages requires users to manually trigger the translation. This adds extra steps and actions that slow down their workflow, especially for users handling conversations in ...

Many KB articles and conversations contain images and other file types with critical content. We'd like to have them used as important context for resolution and be added to the draft.

See a summary of conversations with a specific contact See a summary of conversations with a specific customer/account review all email correspondence with the client account list all references to the word 'transfer pricing' with date, subject he...