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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
6 months ago in Metrics 0 Backlog

UI to build forms for embedding in external website

I was on a call with Tarion and they wanted to be able to embed a form on their website but they're not that technically sufficient with HTML, so they're probably going to use a 3P. It would be great if Front could provide a drag and drop feature ...
over 1 year ago in Other channels 1 Backlog

In-app analytics metrics for a specific conversation

Access the metrics related to a conversation directly in app (replies, resolution etc)
about 2 months ago in Insights 0 Backlog

Support STP files in chat

No description provided
5 months ago in Live Chat 0 Will not do

Company level views including Inboxes across workspaces

As an Admin, I want to create a View that includes inboxes from multiple different workspaces.
about 1 year ago in Core Product Experience 1 Backlog

Keyboard shortcut: select all (Ctrl+A) in the Spam & Trash folder to mass delete

Today, we are unable to use the select all shortcut in the spam folder, which makes mass deletion of spam messages difficult.
almost 2 years ago in Core Product Experience / Keyboard shortcuts / Triage - get to inbox 0 1 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...
8 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

Rules action - Merge contacts

Rule action to merge the contact to an existing one (for channels that are not emails, using a different handle like chat).
about 1 year ago in Workflows 0 Backlog

Slack channel integration — support syncing message edits

Once a message comes in from Slack, any edits that the original creator makes are not updated in Front, making it possible to miss information without going back to check the message in Slack. Images as an example.
about 2 years ago in Existing integrations 0 Backlog

CES: Customer Effort Score - Analytic metric

Description of the Feature: The Customer Effort Score (CES) is a critical metric for assessing the ease with which customers can interact with a support team to resolve their issues. It is a survey post-interaction with customers asking something ...
over 1 year ago in Metrics 1 Backlog