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I recently joined a team that uses Front as their primary tool for communicating with it’s users. I wanted to learn what others have found helpful as they were in the process to become a Front admin for their organizations and what features they utilize the most to gain operational efficiencies 

I am exploring the available features that front offers and how they may help our operations. We tend to have many issue types and categories. I was thinking of either using tags or custom fields to identify issue types. How have your teams utilized custom fields and how does that impact your reporting and analytics?

Hi, When did contacts become relationships? I’ve been away from the community for a while and am not up to speed on changes. Today I discovered my contacts on the right are now relationships. Sidebar still has contacts, but that is not visible or usable on the right. This didn’t seem like a big deal until I discovered you can no longer create new accounts as quickly and easily as before. We use the contacts and accounts visibility on the right all day, so this has really thrown a wrench in the works. Please tell me there is a way to fix this! 

Hi guysWe have unique use case where we have certain Mentors on our platform + their respective VAs, VAs go through their inbox and support our customers. Here is the structure:We treat their personal inboxes (Mentors) as support inboxes, the Mentees are our customers essentially. Currently mirroring the mentor convos into shared inboxes and only capturing mentee comms using our CRM integration and custom fields + rules.Was wondering if there’s a way that we can leverage Front AI to automatically segment normal conversations from actual tickets and tag them, actual concerns raised by the mentees.We are currently using conversation custom dropdown fields to automatically move convos to a general/no escalation inbox (e.g Conversation Type = Ticket/Conversation)

Hello Front Community, nice to meet you all! I'm mapping out a new tagging strategy for our inbound operations. We want to ensure clean analytics without overwhelming our agents with too many manual tag choices.Currently, we are thinking about automating high-level 'Topic' tags via rules based on keywords, while leaving specific 'Sentiment' tags for agents to apply manually. For those managing high-volume inboxes, do you find it's better to keep your tag menus strictly minimal, or do you lean heavily into deep sub-tags for detailed reporting? Any tips or structure frameworks would be highly appreciated!

Does the Front MCP connector have the ability to auto-draft templates for bulk sends to a list of contacts?

Hello, Curious if anyone has seen any rules (outside of the “standard” rule set that really helps CS teams perform well? I am aware of the SLA features and love those, but any creative workflows or sequences anyone has seen work really well for Customer Success teams?

Hello Front team,We’ve been testing the Front MCP with Claude and overall, it’s been super useful for our CSM team! Being able to interact with Front directly from Claude has a lot of potential for our day-to-day workflows, especially when it comes to understanding conversations, drafting replies, and saving time on email management in general.After using it regularly, we’ve also identified a few things that were impacting our experience, and we wanted to share it with you :Images & screenshots: Claude doesn’t seem to be able to read screenshots or images embedded in emails ? And this is sometimes key for the context Draft iterations: When asking Claude to improve or modify an existing draft, it sometimes creates a new draft instead of updating the previous one. Being able to iterate on the same draft would make the workflow much smoother. Draft refresh in Front: Updates made through the MCP don’t always appear immediately in the Front interface. We sometimes need to open the messa

Hi All,A few of us who’ve used the Dialpad desktop app for years have been testing out the new Front integration. Overall it’s a great step, but a few workflow things have come up that we’d love to share feedback on: Bigger Caller ID: Is it possible to make the incoming call pop-up a bit larger? Right now, it’s tough to read the entire caller ID quickly when a call rings in. Desktop/OS alerts: Can incoming call alerts show up as native Windows/Mac notifications so we don't miss them when Front is minimized or in the background? Pinning the dialer: We really miss having the dialer docked or always visible on the right side like before or have this pop out entirely. Is there a way to keep it on screen while clicking around between inboxes? Post Call Wrap Up: We use post call wrap up times of 60 seconds, it’d be nice to display that in Front.

Hello All,I am just getting this connector setup and the searching appears to be working as expected. However, when we ask Copilot to compose a draft it tells us that the tool is not exposed to the current session. My scope on the connector was blank but then I updated to the feature:mcp but that didn’t change anything. I asked Copilot to show me the list of tools that it is seeing and this is what it returned.  Conversation tools_search_conversations_read_conversation_read_message_list_draftsPeople / metadata tools_search_contacts_read_contact_list_inboxes_list_channels_list_tags_list_teams_list_teammates_list_statuses_search_accounts_read_account_get_my_identityNotably missing from Copilot's exposed tool list:create_draftupdate_draftsend_messagereply_to_conversationcreate_commentany other write/update operation I disconnect the session and re-connected. I can confirm that the permissions requested during the authorization show check marks for the read/write column. Is there another s

We use Front MCP (mcp.frontapp.com) from an inbox agent (Pit Bot / grok@xxx.com) Workflow: a teammate @mentions the agent in a Front comment and asks for a fairing-kit mockup. The agent generates a PNG and needs to post it as an internal comment on that same conversation, visible to CS, not to the customer.What we tried: add_comment with conversationId + body. The MCP schema only has those two fields. get_attachment can download comment images, but nothing can upload them.What we expected: add_comment to take an attachments list, same as Core API POST /conversations/{id}/comments which already documents attachments as multipart/form-data, max 25 MB (https://dev.frontapp.com/docs/attachments-1). Teammates already attach images to comments in the Front UI (we do this daily with color swatches).What happened: we can only post text. We have to drop the mockup in a side chat and ask a human to attach it on the thread. That breaks the workflow.Ask: please add an attachments argument on add_c

I connected the Front MCP server to Claude Code and it works well for conversations, messages, drafts, comments and tags. Thank you for shipping it. One gap: there is no way to work with message templates. The OAuth app's Resource permissions grid includes a "Message templates" row with Read, Write and Delete, so I ticked it and re-authorized, but the MCP server still exposes no tool that touches templates. The full tool list I get is: search_conversations, read_conversation, move_conversation, assign_conversation, tag_conversation, update_conversation_status, read_message, send_message, list_drafts, create_draft, update_draft, delete_draft, add_comment, get_attachment, list_channels, list_inboxes, list_tags, list_statuses, list_teammates, list_teams, read_contact, search_contacts, read_account, search_accounts, get_my_identity. The server also advertises no MCP resources. For comparison, the Core REST API does support templates: GET /message_templates works with an API token carrying