We're actively looking at moving to Front from Happyfox, and the idea that a well-meaning person might link two conversations or add a Task in the UI to track a critical piece of context, and we'd have no way of ever in the future even seeing that action over API (including to pull that into context for either humans or custom AI)... is the closest thing we're seeing to a deal-breaking gap in functionality, something that can't be worked around.
The last thing we want is to tell our team: "Yay you have Front! But see those things called Linked Conversations and Tasks? You must never click them, even though they sound incredibly helpful, because your actions will go into a black hole, and both third-party and custom integrations are forced to work as if you didn't link anything at all, making meaningfully different assumptions about the entire context of what's going on with the conversation vs. what humans saw with that linked conversation you added." That sets a negative fear-based tone for Front that would be antithetical to the entire experience.
Even a read-only API, and/or simply including the ID of the linked conversation in /conversations/x/events, would turn this from a risk into an asset. Or even a timeline for when this would be available would give us confidence in a decision to choose Front!
Any update on this feature? We want to switch to Front, but it is a major blocker. We have a tracking number that we want to attach to the linked conversation, but not able to since we can't identify the relationship
+1 for this feature. We have a couple of use cases.
1. Build our own automation to link conversations when another conversation id or conversation url is posted as a comment. Its quicker and more familiar for our users to comment conversation urls or cnv_ids rather clicking through to link a conversation properly. Linking a conversation properly is a lot of clicks. *On a related note, that would be a nice feature to have. When posting a comment with another conversation's url or cnv id, throw a popup asking the user if they want to (properly) link the conversations where they can do so in one click.
2.Build our own automation to automatically link related conversations. For example, we might have multiple conversations related to the same order. We currently use external objects and external links. Yes, you can find conversations that are associated to that same external object or external link, but that takes a few clicks and isn't obvious that other conversations may be related unless you performed those clicks and saw a list of all conversations associated to those objects/external link.
Hello! We are doing some more discovery on this gap with our Core API. Can you please tell me more about what your use case is for conversation linking?
We're actively looking at moving to Front from Happyfox, and the idea that a well-meaning person might link two conversations or add a Task in the UI to track a critical piece of context, and we'd have no way of ever in the future even seeing that action over API (including to pull that into context for either humans or custom AI)... is the closest thing we're seeing to a deal-breaking gap in functionality, something that can't be worked around.
The last thing we want is to tell our team: "Yay you have Front! But see those things called Linked Conversations and Tasks? You must never click them, even though they sound incredibly helpful, because your actions will go into a black hole, and both third-party and custom integrations are forced to work as if you didn't link anything at all, making meaningfully different assumptions about the entire context of what's going on with the conversation vs. what humans saw with that linked conversation you added." That sets a negative fear-based tone for Front that would be antithetical to the entire experience.
Even a read-only API, and/or simply including the ID of the linked conversation in /conversations/x/events, would turn this from a risk into an asset. Or even a timeline for when this would be available would give us confidence in a decision to choose Front!
This capability is very important for our business.
Any update on this feature? We want to switch to Front, but it is a major blocker.
We have a tracking number that we want to attach to the linked conversation, but not able to since we can't identify the relationship
+1 for this feature. We have a couple of use cases.
1. Build our own automation to link conversations when another conversation id or conversation url is posted as a comment. Its quicker and more familiar for our users to comment conversation urls or cnv_ids rather clicking through to link a conversation properly. Linking a conversation properly is a lot of clicks.
*On a related note, that would be a nice feature to have. When posting a comment with another conversation's url or cnv id, throw a popup asking the user if they want to (properly) link the conversations where they can do so in one click.
2.Build our own automation to automatically link related conversations. For example, we might have multiple conversations related to the same order. We currently use external objects and external links. Yes, you can find conversations that are associated to that same external object or external link, but that takes a few clicks and isn't obvious that other conversations may be related unless you performed those clicks and saw a list of all conversations associated to those objects/external link.
Hello! We are doing some more discovery on this gap with our Core API. Can you please tell me more about what your use case is for conversation linking?