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[granularity] AI summary at the contact and account levels

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...
5 months ago in AI / AI insights / AI summary 0 Backlog

Company-wide email templates

The ability to create message templates that are accessible across multiple workspaces, when it's not feasible for all who need access to also have access to the same workspace.
8 months ago in Admin Experience / Core Product Experience / Message templates / Workspaces 1 Backlog

Export Busiest Times heat map of volumes (as csv)

No description provided
over 1 year ago in Analytics - Widgets - Heatmap 0 Backlog

Rules for Discussions

Adding the ability to apply rules to Discussions in the same way rules can be applied to messages in inboxes. A new trigger for "discussion is added" or something along those lines so we can auto-tag/assign/archive discussions following the same w...
almost 2 years ago in Workflows 0 Backlog

Full offline mode

Ability to use the Front app while being offline - all major functionality
over 3 years ago in Desktop 9 Backlog

[context] AI to "understand" images (summary, similar conversation, tagging, suggested replies & AI answer ...)

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...
4 months ago in AI / AI answer for chat / AI data extraction / AI similar conversations / AI suggested replies (auto draft) / AI summary / AI tagging 0 Backlog

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
4 months ago in AI / AI tagging / CSAT 0 Backlog

OOO status should allow re-assignment but no new assignments

OOO status to allow conversations that were once assigned to a teammate to be re-assigned, but no new conversations to be assigned.
almost 2 years ago in Teammate availability 1 Backlog

Message templates for comments

Be able to create message templates for comments the way you can for emails today.
over 3 years ago in Comments / @ mentions 4 Backlog

Manually triggered auto replies should be accounted for in metrics

As a support manager, I want that manually triggered automated messages are taken into account in analytics, so that my teammates' work is represented accurately
3 months ago in Metrics 0 Backlog