Insights

Our security team has a preference for having webhook payloads sent authenticated with OAuth Client Credentials, rather than being signed by an HMAC signature.

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...

* On the analytics table when you click to view the smart csat score for a particular user(image1a) you are getting a list of conversations(image1b) where smart csat got added but you need to open each of these to see the star score. It would be u...

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

each Team member can view their own metrics each team member can view & comment on their own Smart QA and see all feedback.

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