All ideas

Problem Users managing multiple shared inboxes have to search through all public and private contacts to find relevant ones. Request Allow contacts to be scoped to specific shared inbox(es); users only see contacts for inboxes they're part of.

Problem Automation rules cannot process multiple items in a list or array, limiting the ability to perform bulk actions like sending requests for each item in a collection. Request Add loop functionality to automation rules so that rules can itera...

Problem Front users cannot mention or tag other users when responding to comments on social media channels (Instagram, Facebook, etc.), limiting engagement options on the platform. Request Allow @ mentions of users in social media post responses t...

Problem Currently there's no way to automatically assign conversations to agents based on their SLA urgency, so high-priority messages with tight SLAs may be routed the same way as lower-priority items with longer SLAs. Request Add an assignment o...

Request Add ability to split a conversation into multiple conversations through the API.

Problem Knowledge Base articles can be deleted accidentally, and there's no way to recover them, forcing customers to rebuild articles that may have taken hours or days to create. Request Provide a grace period or recovery mechanism so users can r...

Problem Webhook triggers are only available for conversation events, not contact events. Request Trigger webhooks when contacts are created or updated.

Problem API clients currently need polling to monitor message 'seen' status, which limits efficiency and increases API usage. Request Add a 'seen' event to webhooks for real-time seen status updates.

Problem Topic merges cannot be undone, but there is no permission setting to restrict who can perform merges. Request Add a permission setting to control which teammates can merge topics.

Problem Teammates invited without a specified workspace are automatically added to the default workspace (the one with the lowest ID), which may not be the intended workspace. Request Allow admins to configure which workspace is designated as the ...