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[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
5 months ago in AI / AI summary 0 Planned

AI Conversation Data Extraction

Define one or multiple fields to be extracted when present from the body of an inbound message to be leveraged in workflows, dynamic objects, what have you.
10 months ago in AI / AI data extraction 0 Backlog

Allow customers to use their own Open AI API key

We would like to be able to implement AI features for our own instance of Front using our own Open AI API key.
11 months ago in AI / AI extensibility 0 Backlog

[action] Ask a question on X (a conversation, a KB article, a group of conversations in the analytics ...

I wish to ask a question and get an AI answer without having to read the entire conversation(s). For example: I'm in a conversation and I'm looking for a specific information ("what is this customer saying about X") I'm looking at the analytics ab...
6 months ago in AI / AI insights / AI knowledge 0 Backlog

AI Reporting Insights: Copilot for Front Conversations

Front could build a copilot or in-app reporting powered by AI that ingests and analyzes Front conversations/Support tickets/sales transcripts to produce useful and actionable Support/Product insights. The AI can report the most common feature requ...
almost 1 year ago in AI / Insights 0 Backlog

[context] Customizable templates for AI compose

When using AI compose, I want to have more granular control over the template, including whether or not to include a closing signature.
over 1 year ago in AI / AI compose 0 Backlog

[customize] AI suggested replies to include knowledge base source link in the draft

Insert the source of the suggested replies in the draft so agents can send it as part of the reply and help the end-user self-serve. Today, the link is present in the outline but not in the reply. This makes it harder to insert after clicking sugg...
7 months ago in AI / AI suggested replies (auto draft) 0 Backlog

Utilize Internal Knowledge Base for Suggested Replies

No description provided
7 months ago in AI 0 Backlog

[context] Enable Uploading or Linking of PDFs to inform Suggested Replies

Similar to Custom GPTs by Open AI, it would be great if we could upload our product manuals, price lists, and other literature in PDF form to inform email Suggested Replies.
7 months ago in AI / AI suggested replies (auto draft) / Knowledge Base 0 Backlog

[accuracy] See more similar conversations

It would be helpful if we could: flag suggested conversations that were not helpful (more often than not, there's at least 1 irrelevant suggested similar convo) have the AI generate more similar conversations if possible (when the user flags one o...
7 months ago in AI / AI similar conversations 0 Backlog