Exploring Front’s new inbox experience
Overview
Front’s inbox has been refreshed with a clean and streamlined layout for even more productivity. This updated inbox design simplifies daily workflows, reduces visual clutter, and helps your team stay focused.
Benefits include:
Faster context at a glance. A compact conversation header and moving search into the sidebar give you more space for reading while keeping the key details you need to take action.
More space to work. Collapse the left sidebar to free up space for reading and replying to messages with fewer distractions. Just hover to reveal it when you need it!
Clearer prioritization. New Open, Later, and Done sections in your individual workspace help you focus on the conversations that need your attention most.
Sidebar
Navigation menu
Use the navigation menu to access all of Front’s tools, like calendar, contacts, knowledge base, and more.
Sidebar sections
Use the Open, Later, and Done sections in your individual workspace to view your conversations by status. This updated structure is designed to make it easier to find and follow up on the conversations that need your attention, whether you're using ticketing, classic shared inbox statuses, or a combination of both.
Open contains active conversations that are assigned to you, conversations you’re subscribed to, discussions, and tasks
Later contains your snoozed and waiting conversations
Done contains resolved and archived conversations
Collapsible sidebar
Collapse the left sidebar to free up space to focus on reading and replying to messages.
When collapsed, hover over the left side of your inbox to quickly reveal it.
Create new conversations
Use the plus (+) icon to start a new conversation, discussion, task, or voice call.
Search bar
Click the magnifying glass icon to access the search bar to look for specific conversations. This new location provides more vertical space for reading conversations.
Profile, Help, and Settings
At the bottom of the sidebar, set your availability status, access educational resources, or navigate to your settings and personal preferences.
Conversation list
Status tabs
In your Later and Done sections, you’ll see additional conversation list tabs to view all or a subset of conversations by status.
Cleaner conversation previews
Use your conversation list to quickly view reply time and resolution time goals, tags, drafts, and more.
Conversation header
The compact conversation header allows you to see key details at a glance. Add and view information like tags and custom fields for context on the conversation.
Your header will prioritize tags where the Show in conversation list tag setting is enabled. Any additional space will be used to display other tags, otherwise they’ll be visible in the overflow menu.
FAQ
Can I switch back to the old inbox experience?
Yes. Click your icon in the bottom left corner, then toggle off the Enable new inbox experience setting. This option is available until early August 2025.
Are there new shortcuts?
There are two new keyboard shortcuts for the navigation menu:
Command/Control + Shift + 1: Navigate to your inbox
Command/Control + Shift + 2: Navigate to your fullscreen calendar
We've also added reminders for common actions throughout the app to help you learn shortcuts and navigate faster.
How do I prioritize tags shown in the conversation list and header?
Enable the Show in conversation list setting in your tag see it in your conversation list and header.
How do I share feedback?
We know change can be hard! Getting used to the new inbox experience may take some time. If you'd like to share feedback, please reach out to your account manager or our Support team.