All ideas

Problem Tags can only be applied after sending — users who hold drafts for review risk forgetting to tag the conversation later. Request Allow tagging conversations while a draft is still being composed, so tags are applied before sending.

Problem Message templates only support basic text formatting, so emails sent from Front lack the rich branding and layout that other email platforms offer. Request Allow creating message templates with custom HTML for richer formatting, especially...

Problem Teammates can only configure a single default channel across all inboxes, but different inboxes may require different channels for outbound messages. Request Allow a default channel to be set per inbox, so the correct channel is automatica...

Problem Rule-triggered replies and forwards always use the default channel, which may be wrong when a conversation has moved across inboxes with different channels. Request Allow specifying which channel to use when a rule replies to or forwards a...

Problem When a teammate is composing a draft response, new incoming messages are not clearly indicated, causing important customer updates to be missed. Request Show a notification when new messages arrive while a draft is being composed, so agent...

Problem Portal users cannot search or filter their past conversations, making it difficult to find specific requests in a long history. Request Add search and filter capabilities to the customer portal so end users can find past conversations by k...

Problem When a webchat form is submitted, the email address is clickable to start an email conversation, but the phone number is not clickable for SMS. Request Make phone numbers clickable to initiate SMS conversations directly, with ability to co...

Problem SLA warning icons change to red at a fixed time threshold (the final quarter of the SLA window), regardless of how a team has configured priority levels — causing teammates to treat the wrong conversations as most urgent. Request Allow adm...

Problem The subject line is hidden or collapsed in the composer and individual message view, making it hard to review or edit. Request Always display the subject line in the composer and when viewing individual messages.

Problem AI summaries are always generated in English, which is not useful for teams operating in other languages. Request Allow users to specify the output language for AI-generated conversation summaries.