Enrich your comments with a new, expanded composer 🖋

Some messages require more in-depth formatting. Bold, highlights, new paragraphs — the works. We’ve built a new comment composer that allows you to fully customize comments and add more sophisticated formatting.

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Post a conversation ID in comments for a preview and context at a glance 👀

To share context with your team or refer back to a conversation, paste a conversation or message ID in comments. A preview of the conversation will appear so your team is immediately up to speed.

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Quickly view a snapshot of all rules triaging conversations in an inbox

Now, it's easier than ever to understand the workflows happening behind the scenes in your inbox. Track rules moving conversations in and out of inboxes by going into the settings of the inbox itself: Settings ➡️Inboxes ➡️Inbox name.

It's the best way to debug what happens to an inbox and understand what rules are in place to route conversations.

Hone in on the right conversations with Views

Views are a combination of filters that create a dynamic list of conversations that you can save and pin to your workspace. Apply and save a filtered view of your messages, so you can easily access important ongoing conversations.


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Tag customer feedback in Front with the new Chatdesk integration

Chatdesk automatically tags customer feedback across email, chat, social media messages, app store reviews such as Amazon and Apple, and NPS/CSAT surveys used for product feedback. Now, Chatdesk can be enabled in Front! This allows you to automatically tag messages that you receive in Front so that you can have granular insights into your returns, and identify opportunities to drive repeat sales.

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Monitor the state of your communications at-a-glance with new Inbox Report 📈

From measuring the total volume to having insight into peak times, the new Inbox reports will give you the confidence to say that nothing has fallen through the cracks.


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Understand your team’s handle time and individual workload 💪

We’ve updated our Team performance report to give managers a deeper understanding of workload, efficacy and impact on customers. Know how many conversations where assigned to an individual teammate, who is commenting the most and the efficiency of the customer experience with handle time.


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Save time by searching for preferences ⏰

Rather than scrolling through a long list of preferences, you can now save time and search for the preference you want. Use the search bar in the 'My Preferences' page in your settings to get started.


New integration: Save customer feedback in Herald

Herald is a product management platform where teams to collect, analyze, and collaborate on user feedback. Herald helps you organize feedback from everywhere, serve your customers better, and keep your team aligned.

Herald's Front integration makes it easy for your team to save customer feedback directly from Front in a few clicks. Your team can also quickly check the status of each customer request to provide the most up-to-date information and close the loop with customers when updates are released.

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View important details with Conversation Summary view 👀

View important information about a conversation in one consolidated place with Conversation Summary view. You can see conversation details at a glance, such as all attachments in a thread or teammates who have read the conversation in one easy click.

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