Currently if your Application Object doesn't pass the final test step none of your progress will save as you are not given the option to save progress. This can be really tough for teams that setup complex variables and connections as they have no way to close out setup and continue at a later point. It would be awesome if Front allowed you to save your progress in setup and return at a later time to complete setup.

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.

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.

Allow admins to view when templates have been created, edited or deleted, including which user made the change.

I love the AI summary feature in front. My only criticism is that I wish it would automatically summarize incoming emails. This would allow me to quickly browse through the summaries without needing to click generate and wait for the generation to happen.

Creating a public knowledge base that is only accessible to users with a login.

Allow company admins to define signatures that can be used across all Workspaces and individual inboxes.

This is already technically possible, since a Workspace signature is available in other Workspaces, but the behaviour is not intuitive and it is not possible to globally rank which signature should be the default.

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

Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox.

• The AI tagging rule doesn't support moves

• Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to support this trigger. It only allows triggering on all inbound messages. (worked around this by excluding conversations that are already tagged with one of our conversation category tags)

We are aware that we have conversation codes. But it would be nice and organized to have an internal ticketing system that queues the incoming emails and provides a ticket number to the customers and a portal our customers could access to track progress.

Currently there is a hardcoded 6-hour refresh window for the chat widget (as long as 30-min have elapsed since a message has been received from the chart visitor). However we have chat visitors who return more frequently than 6 hours so we'd like to be able to customize a lower time limit to ensure that the chatbot runs again for them.

Soon, chatbot admins will be able to insert embedded hyperlinks to text so messages look more professional and chatbot admins can more easily share content from other webpages in the chatbot flow. Currently it's not possible to include an embedded hyperlink in a chatbot message. Instead, the full URL (e.g., www.google.com) will appear.

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

It would be nice to be able to include emojis in messages sent by the chatbot flow to make the bot flow feel more approachable.

Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from just response times.

Today, internal KBs can only be accessed by users logged in to Front. External KBs can be accessed by anyone with the link. We do not support custom authentication for readers to access either of these KBs.

As an admin, it is important to me that end users/my customers, can advise if a help article in the KB solved their issue or not. I want them to be able to explain if it was not helpful. That way I can update the article for future queries and keep the KB up to date.

The ability to set an "Expiration" time on articles, so after that period of time, the admin will get a notification to modify the article

We would like to have an option for customers/KB article readers to rate the helpfulness of an article so that we can understand whether we're creating helpful content and where improvements should be made.

Be able to specify the language of the Summary.

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.

Option to search in attachments or exclude them from search. Right now, they are always included.

As an Admin, I want to be able to create a rule and immediately see how it impacts my inbox while I am creating the rule, so that I don't need to wait a few days to better understand whether it's behaving in the way that I need it to behave.

Please vote up if this is a pain point that we need to solve for you!

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.

Report for Admins to view when a teammate was invited, and who invited them.

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.