RELATED IDEAS
Choose reply channel in rule actions
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 conversation.
Context
Also affects the CSAT rule template, which sends surveys from the wrong channel after inbox moves.
13
MERGED
Change sending email address for auto reply/Customer Feedback request
Summary: When creating an auto-response rule or 'Measure Customer Satisfaction' rule, it would be nice to change the sent from email address. A customer (currently in opt-out phase), has onboarded both their Support and Customer Success teams. The...
Backlog
6
MERGED
Specify name and sending address in auto-reply and forward rule actions
When creating forwarding rules, it doesn't allow the user to specify which address to forward from. Which totally makes sense, you usually want a rule to reply from the address that the original email was sent to. But maybe an "advanced settings" ...
Backlog
We're a logistics company rolling out Front across multiple departments with dedicated shared inboxes and channels for each. Our core workflow requires conversations to move between inboxes constantly — a quote comes into one inbox, gets worked, then once approved moves to another inbox to handle. This happens dozens of times per day across the team. The problem: after the move, the reply channel still defaults to the original inbox's channel. So when our ops team replies to the customer, it goes out from the original inbox. Right now the only option is for every team member to manually check and switch the From channel on the first reply in the new inbox. Sure, it takes 2 seconds, but at our volume that's a guaranteed source of errors, especially when things get busy. What we need: a dedicated setting, or a rule action that automatically switches the reply channel to the destination inbox's channel when a conversation is moved. Trigger: conversation is moved. Action: set reply channel to [x].
This is super high on our list. The whole auto reply in rules is useless without the ability to choose sender info. The auto reply is delivered without any sender display name, it only shows the raw email address. From a customer experience perspective, this looks unbranded and unprofessional on the receiving end.
The whole feature is useless without this. Def. hi on my list.
Need to be able to set who the auto-reply is coming from. Right now the rule keeps choosing our accounting email rather than our operations email because its a company wide rule.
When a message originally goes to the wrong inbox, and is then moved to be dealt with elsewhere, the auto-responses really should be those in the current inbox and not where the message originally arrived
This 100% needs to be a feature of automated replies. Multiple users respond through our support inbox and we DO NOT want the customers to have visibility of those users personal email addresses.