Ability to copy message templates.

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.

When initializing a Front Chat conversation, I pass some contact custom fields from my app (user-id, etc)
Being able to access those passed fields in the Chatbot would allow me to perform lookups using App Requests to build more powerful workflows in the chatbot phase

Similar conversations lack of accuracy.
Ideas:

• Allow to remove "similar" results and use this as training signal to improve the accuracy

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.

Same compose enhancements being made for email, for chat

Same as auto-draft with AI for emails, but for chat and SMS or others TBD

I'd love to be able to see Talk Time, Hold TIme, etc with our Dialpad integration, direclty in the analytics section of Front!

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

Add recipient fields to message templates so they can be used repeatedly as well.

A button or shortcut to jump to the very first email of a conversation

Load balancing rule conditions are checked when a conversation *enters* the queue, but not when Front tries to assign. Ex:

- Rule says "when inbound, if in inbox A, then assign load balance"

- Conversation comes in inbox A, no teammate capacity, goes to queue

- Conversation is moved to inbox B

- Teammate becomes available with capacity.

- Conversation is assigned despite not matching the conditions

It would be great if Front checked conditions both when delaying and trying to assign.

Today teammate Groups can be used to grant access to a Workspace with the default access role. This means that if an admin wishes to grant any other role with a teammate Group, they must assign it to users individually. This can becomes messy and inefficient with large numbers of teammates, and reduces the benefits of using teammate Groups.

We could allow a role to be selected when granting a teammate Group access to a Workspace, making permission management more scalable.

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

Send and receive messages to/from Microsoft Teams directly inside Front.

Allow someone to multiply a dynamic variable by a number or other dynamic variable.

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.

Playbooks are Front's new automation tool designed to handle multi-step, conversational workflows that resolve complex customer inquiries over time.

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.

It would be helpful if when you reply to an email or forward an email (not forward as new conversation) if the subject line of the email could be open, rather than having to click to open it.

Currently you have to click subject to then see the subject line of the email.

Whilst it might see just a click, it adds up when you are sending and forwarding so many emails during the day.

Allow customization of the criteria description of smart QA in order to tailor them to specific cases (e.g. "do not take reports of power outages into account as it is outside our company's power to address those").

This will make updating subject lines easier.

I would like it to be possible when I am replying to an email in a thread, I can see the subject line without having to click on it in order to change it in case the conversation topic has changed.

Integration of lookups for Slack users/groups and Slack channels within the Front interface. This will enable you to lookup people and Slack channels directly from Front to help redirect people to the correct channels/people. Basically work in the way typing in Slack works, so typing "@" or clicking a lookup button will start a lookup search for what you type next. Same goes for "#" for channels

When moving a message to a new conversation, there is no base rule trigger to automate actions on the new conversation. This idea suggests adding a new item to rule triggers for when a conversation is created from a split.

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.

As a user, I need the ability to create a view by account (or domain) so I can view all comms with a certain customer in one place - and save that view (running the same search over an over again is not sufficient)