Other channels

Problem Voice calls require a separate third-party subscription — Front does not have built-in calling, so teams must switch between platforms. Request Add native voice/call functionality so teams can make and receive calls directly within Front w...

Description: Front’s Channel API does not currently support WhatsApp templates that include dynamic URL buttons (buttons with a variable URL parameter). When such a template is sent, the API cannot match the template and the send fails. Only stati...

Problem SMS messages are delayed by 1 minute by default. In cases where a quicker response is needed, there's no way to bypass this delay. Request Add a Send Now option for SMS messages to override the default delay when an immediate response is n...

Problem There are no native validation or testing options in the Front API to verify that WhatsApp templates — including those with media headers — are correctly formatted before sending, increasing the risk of rejected messages. Request Add valid...

Problem Front blocks XLS and XLSX file attachments on Twilio WhatsApp channels even though Twilio's WhatsApp API natively supports these file types. Users must convert spreadsheets to PDF or switch to email to share Excel files with contacts. Requ...

Problem Call records (phone number, duration, transcript) are no longer displayed inline with SMS/MMS conversations. This makes it difficult for teams to quickly get context when joining an ongoing troubleshooting thread. Request Show call logs an...

Problem Dialpad department lines without assigned phone numbers cannot be connected as channels, blocking visibility of missed calls. Request Enable connecting Dialpad department lines without assigned phone numbers.

Problem AI features like Topics, Smart QA, and Smart CSAT are currently unavailable for call transcripts, limiting the ability to analyze and understand call content alongside other conversation types. Request Enable AI features (Topics, Smart QA,...

Problem MMS images appear as attachments requiring download to an external viewer before they can be viewed, slowing down troubleshooting when conversations contain many images. Request Display images inline within the SMS/MMS conversation thread ...

Problem When agents select a WhatsApp template to send, there is no visible indicator of whether it is a Marketing or Service type. This creates a real risk of sending the wrong type by mistake — for example, sending a Marketing template during an...