It would be helpful to be able to use custom fields / variables in chatbot flow messages like "Hi {visitor.first_name}" in order to personalize the chatbot flow more for chat visitors.

Companies want to standardize their email signatures from a branding perspective. We want all users to have the same font and color scheme and to use only the company approved phone numbers [by team] and to have the proper email and website links.

When external applications request Front API access through OAuth2, they are limited to the "shared resources" scope, which grants access to API resources belonging to shared workspaces. This idea suggests expanding the available scopes that a user could grant to an OAuth client, including a scope for accessing otherwise private individual teammate resources.

Allow users other than company admins to create, edit and delete teammate Groups, including the ability to add teammates to Groups. This could be a permission granted to users, or a company-wide setting that allows Workspace to manage teammate Groups.

Use case:

• Ask for a reference ID in the bot flow

• Get data automatically about that reference ID (shipments, bookings etc.)

• Use app object custom fields to reply automatically

Provide visibility on actions taken by admins, to help teams work cohesively together. View historical activity when resources have been created, edited or deleted

• Rules

• Contacts

• Channels

• Inboxes

• Roles

• Teammates

• Teammate Groups

• Company settings

Feel free to leave comments with the objects and kind of information you would like to track edits to.

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on top of existing plans.

Ability to filter in analytics by conversation custom field (similarly to tags)

We'll allow agents to end chats for end customers and we'll also notify agents when the visitor abandons the chat conversation.

Localization in the chat widget to support different languages. Includes text & buttons in the collect customer details step in the chatbot flow, the "Start new conversation" button after the chatbot auto-archives the flow, and more.

The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation

As an operator / agent, I'd like to be able to "end" a chat with a customer. They can still start a new one.

Option to only show help centre from chat widget. Especially useful when chat is 'offline'.

When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. The whole point of the knowledge base is to find the answer yourself. Hiding the whole widget when chat isn’t available means the customer can't even try to find the answer themselves.

At a high level we would like to be able to only have our chatbot run in Off Hours and have our support representatives handle all live conversation during business hours.

So part 1 of the request: be able to set the chatbot to only turn on during certain hours

Part 2: Is in a similar vein and could replace #1 depending on how it is implemented. Part 2 is the request to be able to conditionally split chatbot responses based on time of day/ Business Hours. Example: During business hours I want my chatbot to only say "Hi, how can I help?" and then pass on to a human but in Off Hours I want my chatbot to ask more follow up questions.

Right now when configuring a Server as part of building an App Connector, only the Authorization Code OAuth2 grant type is supported.

It would be helpful to introduce support for the Client Credentials grant type ( https://auth0.com/docs/get-started/authentication-and-authorization-flow/client-credentials-flow/call-your-api-using-the-client-credentials-flow ) to support connections to APIs which do not support Auth Code grant types.

Currently a conversation is not created within Front unless a chat visitor has completed the chatbot flow. It would be helpful to have a separate inbox that stores partially completed chatbot conversations - this way the team could still jump in to help chat visitors.