Insights

If only a part of the company uses Front, the inbounds from "external" employees (technical, legal ...) will be considered no differently from the end customers' ones. As a result, all reply based metrics (and probably workflows) are off. We might...

Add a workspace parameter in the API endpoint

Some conversations don't need to be answered (newsletters, automations etc.). They are archived/resolved very fast and therefore skew analytics' metrics. Conversation stages offered a "no action needed" status, but are now deprecated. The "archive...

It's hard to have a overview on low CSAT scores in the Customer Satisfaction report - especially in the account table. This would allow to quickly get a sense for customer health without digging in each account individually

The "Customer satisfaction details" table only contains details on traditional CSAT. This provides only a fraction of the knowledge about accounts

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

Summary: I’d love to have a dedicated report or filter in Front that shows all conversations archived or closed by automation rules — including which specific rule and branch performed the action. Problem: Right now, the full events export only le...

Would be based on the open-archived status, and replace the old "archived" metrics