Get context from customer conversation history at a glance

Need more context on the customer you're working with? We've just redesigned Front's contact details panel to give you a complete customer view of past conversation history, custom data, and internal notes.

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Instantly check on past conversations and issues, update contact information like their location, title, or other custom attributes, and add notes for your team to keep everyone in the loop. Multiple contacts involved the thread? Toggle between any of them at the top of the panel.

All the customer context you need is right there in your inbox, so you can craft the perfect response even faster βœ…

Trigger rules with contact fields for customized workflows

Custom fields make it easy to enrich your Front contacts with all the information you need β€” like Salesforce owner, account value, or signup date. Once you've updated custom contact fields using the Front API, you can now use that data to build custom rules for your business.

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You'll have different options for your rule condition based on your custom field type: text strings, numerical values, true/false booleans (like the example above), dates and times, or Front teammates. Here are a few ideas to help you get started!

  • Move messages from high-value customers (MRR > 1000) to your VIP inbox for faster responses
  • Tag messages from revived leads (Signup date before 30 days ago) as Urgent πŸ”₯ to prioritize those conversations
  • Tag messages from admins (Admin is true) or end users (Admin is false) to give context for your support team

Using custom contact fields in rules is an advanced rule action available on our Pro plan and above.

Learn more about rules

Quickly search for rules by their content

Looking for all rules related to your "Onboarding Support" inbox or your "2020 Renewal" tag? Now, when you search for terms like these in rules, you'll find all the rules using these resources β€” whether or not they have these specific words in their title.

Combined To/Cc condition in rules

Need to tag emails from your client as "IMPORTANT ⚠️", whether you're the recipient or just Cc'ed? Use the new To/Cc condition in rules to trigger actions whenever you're involved in an email.

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More text and highlight colors for your email

Want to emphasize certain text in your email (or just add some pizzazz ✨)? We've added new text and highlight color options to make your text stand out, so it's easy to see what's important at a glance.

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Express yourself with emoji reactions πŸ₯³

Emoji reactions help you give input and show your appreciation while cutting back on unnecessary internal email. Less typing and fewer messages for everyone? That’s what we call a win-win πŸ™Œ

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Here are the emojis we use most often to weigh in β€” without bombarding everyone’s inbox with another β€œLooks good to me” email:

  • πŸ‘ = Sounds good
  • βž• = Agreed
  • πŸ’― = Totally agreed
  • 😍, πŸ‘, and πŸ™Œ = Love it
  • πŸ™, πŸ™‡β€β™€οΈ, and πŸ™‡ = Thank you
  • πŸ’ͺ and πŸš€ = You can do it!

Read receipts for WhatsApp messages

Wondering whether your customer saw your WhatsApp message and is playing hard to get, or just hasn't seen it yet? Now, Front can help with that. Like email, you'll see a read receipt on your Twilio WhatsApp messages sent through Front as soon as your customer opens it πŸ‘€

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Automatically reload for critical app updates

When we release a new version of Front with critical updates (or if you just haven't restarted your computer in a while πŸ˜…), now you'll be prompted to reload your app automatically. Either wait for the timer to countdown, or hit "Reload now" to restart your Front app. That way, you'll always have the latest!

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Search improvement: match by first name, last name, or username

Got multiple Davids, Kevins, or Sarahs in your company? Us, too πŸ‘‹ Now, it's easier to find conversations with the person you're looking for β€” searching by a single name will match against all first names, last names, and usernames in your contacts and teammates for both messages and comments.

Chime in with confidence in comments

Ever wonder who can see that comment you're about to post? Now, you'll always have a reminder of who has access to see comments. A quick button to @mention makes it easy to loop in the right people who aren't already involved in the conversation.

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