Smart rules

It would be very helpful if there was a condition in rules that allowed you to trigger a rule based on what Front user performed the originating trigger/action. For example, we have an SLA set up but we have a tag that will exclude a message from ...

Have a new [Is out-of-office] Teammate property to use in Dynamic Variables, in addition to [Is available] which returns false whether the status is Busy or Out-of-office.

While custom fields are currently enabled on the Inbox level, having these fields enabled a step further on the Channel level – the actual email customers use for example – would allow you to dynamically insert phone numbers, names, and other impo...

Example use case: In building some rules/macros, I want to access the current timestamp. For example, I want to create a tag prefixed with the current date; "[2025-03-25] {generated-tag-name}". At present, you can fetch a timestamp from attributes...

I have a use case where I match text patterns in a message body (like ORDER-{digits}) and want to convert all matches to markdown links ( `[ORDER-123](https://example.com/orders/ORDER-123)` ) Right now this is not supported - as there's no way to ...

Introduce duration fields in rules to power time-sensitive workflows. For example: Add a "SLA target" custom field on the account to support a customer-specific SLA targets Have a "contract renewal date" custom field and use dynamic variable to fi...

Rule data sets are currently manually maintained or limited to 500 rows for a CSV import. API access to manage this would give an avenue to maintain this in a non manual way and reduces chances of errors occurring

I think it would be beneficial for rule sets to support dropdown menu custom fields

When a request comes in from a known content it would be nice to extract the notes from a contact and paste them into the conversation as a comment so all context stored in a Contact is immediately viewable by the agent. It would save time clickin...

We use custom ticket numbers for client-facing communication, and related billing, which we really appreciate for the clarity. However, these ticket numbers can't be used to create dynamic fields. This limits the functionality of the numbers.It wo...