New
Understand your workflow better by viewing what tags were applied, how often, and for how long. The new table in the Tags report views you an in-depth view of the themes of your conversations and the effectiveness of your tags.
Monitor tag changes in Analytics 👀
Delay since trigger (internal SLA) + Unassigned after improvements ⌛️
Improvement
We've released two significant updates to Front’s time-based rules.
The new ‘delay since trigger’ filter tells Front to start a timer after a trigger (WHEN) condition. For example, “WHEN… conversation is moved IF… conversation is in validations (inbox) AND delay since trigger is 2 hours AND message is unreplied THEN… notify teammates. Basically, this rule will notify teammates two hours after a conversation has been moved into the validations inbox. This is just one example - the new filter now enables yo to run rules off any trigger in Front, which unlocks a world of possibilities.
The second improvement focused on the ‘unassigned and opened after’ filter, which now recognizes time based on the the trigger of a rule rather than just the last inbound time (when a message was received).
For example, “WHEN… inbound message is received IF… conversation is in sales (inbox) AND conversation is unassigned and open after 15 minutes THEN… notify teammates. Basically, this rule will notify teammates 15 minutes after a conversation in the sales inbox was opened and unassigned. This is a valuable new filter to help teams ensure nothing slips through the cracks when a rule or someone on the team manually unassigns a conversation.
API Support for Snooze is now live 💤
New
It’s now possible to manage a conversation’s snooze status through the API, and understand whether a conversation has been snoozed vs archived through webhooks.This will unlock new opportunities for automating send-and-snooze workflows as well as triggering third party actions when conversations are snoozed vs archived.
Front Analytics got a makeover worth writing home about 📈
New
A shiny redesign, brand new capabilities, and improved navigation makes this update feel more like a new product – the reimagined Front Analytics is here:
- 6 redesigned, customizable reports that keep you focused on the metrics most relevant to you
- Bring clarity to every situation with new “drill-down” capabilities that make most numbers across reports clickable to show all conversations associated with that metric
- Pinpoint areas of improvement and spot trends with a redesigned interface, navigation, and filter system
Start measuring your impact, anticipating trends, and understanding areas of improvement with the new Analytics.
Name & contact fields are now in Front Chat ⚒
Improvement
Previously, you could only identify a user in Front chat by providing an email through the Front Chat SDK. Now, there are new name and custom contact fields in Front Chat that will allow you to send more customer data into Front and significantly improve contact quality.
New team channel setting 💬
New
We released a new team channel setting that allows conversation participants to reuse a channel already used in a conversation, even if they don't have access right to the original inbox.
Make work more fun – create custom emojis in Front 🎉
New
Make someone’s day, personalize your team chat, and bring a playful spirit to keep the work from home woes at bay by creating custom emojis in Front. They are available in reactions, comments, and emails.
Split Inboxes – keep actions separate between inboxes
New
We just launched an in-app setting that lets you keep actions in an inbox separate from other inboxes.
This means you can have separate copies of a conversation in each team inbox to allow different teams with different processes to archive, comment, assign, and more in their own inbox without affecting other teams' copies. Phew!
The same feature can be used to help you manage threading and maintain stricter privacy.
Small tweaks to the conversation merge banner 🛠
Improvement
We've stopped displaying the blue conversation merge banner in a couple of cases:
- When there's a duplicate conversation in a private inbox and a team inbox, we won't show the banner if you don't have the team inbox pinned to your P1 workspace.
- When there's a duplicate conversation in two team inboxes, one or both of which is split, we won't show the banner.
This should help reduce confusion and clutter in your workspace 😎
Rule position is now preserved when searching in the rule list 3️⃣6️⃣2️⃣
Improvement
When you search in the rule list, the rule # displayed used to be the position in the filtered list based on your search. We now display the rule position in the full list so you can better navigate your rule list and understand each rule should should trigger.