All ideas

Problem Chat and Internal Comment boxes have similar appearance and placement, leading to accidental posts to the wrong field and exposing internal notes to customers. Request Visually differentiate the fields more clearly (e.g., different colors ...

Request Integrate Zoom Phone as a communication channel to log calls and create tickets from call conversations for both inbound and outbound calls.

Problem Attachments cannot be dragged from Front to external applications (Chrome, Drive, Finder) on Mac, though this works on Windows. Request Enable drag-and-drop of attachments from Front to external applications on macOS.

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 ...

Description: Currently, the Call Summary field renders the raw string as-is, so <br> tags (and presumably other formatting) don't get parsed into line breaks like they do in regular messages. This makes call summaries with multiple sections ...

Problem The conversation list sort order resets every session — teammates who rely on "oldest unreplied" must manually reapply the sort each time they open Front. Request Save each teammate's conversation list sort preference so it persists across...

Problem Users can't easily tell which parts of AI-suggested replies come from admin-created templates (high confidence) versus generated from previous conversations or knowledge sources (lower confidence). Request Visually distinguish template tex...

Problem Tags are currently either private (visible to one person) or public (visible to all with conversation access). There's no way to make a tag visible to just a specific subset of people. Request Support tags visible only to designated teamma...

Request Create rules triggered by CSAT scores, with filtering by score range (e.g., 1–3) and submitter type (human or AI). Make the score and submitter info accessible via dynamic variables.

Problem The file picker only allows selecting one file at a time when attaching to an email, making it tedious to attach multiple files. Request Allow selecting multiple files at once in the attachment file picker.