All ideas

Problem Snooze options are limited to durations (e.g., 1 day, 3 days) rather than specific dates or times. Request Allow snoozing conversations until a specific date and time (e.g., the day you return from vacation) instead of only relative durati...

Problem Analytics data can only be exported manually. Scheduled delivery would enable integration with other business systems. Request Support scheduled delivery of analytics exports via automated reports, similar to manual full events data downlo...

Problem Currently, Front analytics are disconnected from workforce management systems, making it difficult to analyze support performance alongside staffing and workload data. Request Provide a direct integration with Assembled WFM to enable analy...

Right now, in order to update conversation custom field with an API, you have to make 2 API calls rather than 1, since you will overwrite the existing conversation custom fields if they are not included in the Update conversation API request. Ther...

Problem Teams lack visibility into when they last communicated with specific customers or accounts. There is no way to automatically track communication recency or identify customers who have not been contacted in a specified time period. Request ...

Request Users want control over how template subject lines are applied to replies—specifically a toggle between always replacing the subject or only setting it if the subject line is empty.

Problem To temporarily hide a conversation while waiting to review it later, users must perform multiple steps: mute, archive, then snooze separately. Request Add a combined mute and snooze feature that hides conversation activity while keeping it...

Problem Frontline users cannot see why messages are being assigned or routed to them, limiting transparency about conversation routing. Request Grant view-only access to rule logic through custom role permissions so Frontline users can see the rul...

Problem When scheduling links are active and an out-of-office period is set, meetings scheduled through the link may still be created and conflict with the OOO time. Request Automatically cancel or disable any scheduling link meetings that fall du...

Request Enable filtering and searching conversations by individual teammate status or assignment state.