Easy access to edit your subject line

When writing an email, the subject line is now fixed so it's always easy to access. Even if you have dozens of recipients, you won't need to scroll to find your subject line β€” so you can get that email out the door faster!

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New integration: WhatsApp in Front

Front's WhatsApp integration enables your business to connect with customers in real time without sharing devices or switching tools. Just add your company WhatsApp number to Front to handle messages as a team. With email, WhatsApp, and more in one platform, it’s easy to get back to every customer faster.

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This integration is powered by Twilio and requires a WhatsApp-enabled Twilio number to connect WhatsApp with Front. Follow our guide to get started!

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Search for text in PDF attachments

Front's search engine can now match results in any machine readable PDF attachments πŸ” For example, if you have PDF attachments like invoices, quotes, or receipts, you can now search for content in them from your main Front search bar:

  • If you search for proposal and that word only appears inside a PDF attachment, that email will now show up in search results.
  • If you want to narrow down your search, you can use the modifier. For example, in:attachments proposal.

A surprise when you reach Inbox Zero!

We've just added a little surprise to Front when you clear out an inbox β€” but we don't want to spoil it πŸ₯³ Clear all the conversations out of your inbox with snooze or archive to find out what it is!

New rule action: assign based on contact field

We've got a new advanced rule action for you β€” assign by contact field. When you add a custom contact field with an email address (like Salesforce Owner), your rule can assign to the Front teammate who matches that email address.

To supercharge your rule, use the Front API to sync a custom field with your CRM or other backend system ⚑️ You'll save time routing messages and make sure everything gets into the right hands in a snap.

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Improvements for your tags

We've made a few updates to make it easier for you to organize your inbox with tags! They're a great way to label, sort, and file away messages to keep your inbox neat and tidy.

  • Display and hide tags in your workspace from the streamlined options menu. You can drag and drop conversations into displayed private tags like a folder, or click Hide All to clear up your workspace in one click.

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  • When you create a new tag, they'll be shown in your workspace automatically for easy access. To disable this behavior, just uncheck this option, and Front will remember that going forward.

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  • When you search for a tag to use on a conversation, if it doesn't exist yet you'll be able to add it in one click. Easy peasy!

Open search results at a specific location

Now, when you search for a specific word or phrase, we'll open the conversation to the exact message where your search result matches. No more hunting through a long thread to find what you're looking for!

Customize quick snoozes for your schedule

Snoozing allows your inbox to keep track of tasks for you β€” just dismiss a message until a specific time, and it’ll pop up in your inbox later for you to handle.

Now, you can set custom snooze presets to triage messages even faster. In Settings > My preferences, pick the times that work best for your schedule to use them in your brand new snooze menu. Click the gear icon to make changes at any time!

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Load balance assignments for faster responses

New load balancing rules make it easy to fairly distribute work across your team and ensure your customers get the fastest responses possible.

Conversations are assigned to the teammate with the most bandwidth to handle them (and held in a queue if no one is ready), so your team can respond as quickly as possible. You can also set limits for each teammate based on their experience level to help set up new hires up for success.

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Available on the Pro plan.

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New integration: Flow.ai

Flow.ai empowers your business to design, test, and deploy bots to handle customer conversations β€” no code required. You can instantly update messaging bots across all your customer communication channels in real time.

Front's Flow.ai integration connects your chatbots with Front for seamless handoffs to your team. Let the bot respond first, then set custom rules for when a teammate should be assigned to take over and respond personally from Front.

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Setup instructions