Front

Front is a customer service platform for shared inboxes, workflows, analytics, and AI-assisted support across multiple channels.

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Overview

Front is a customer service platform built to help teams route, respond to, and measure customer conversations from a shared operational workspace. The product combines shared inboxes, ticketing, workflow automation, analytics, and AI so support and operations teams can manage customer communication without switching between disconnected tools.

The site positions Front for complex customer operations where multiple teams, systems, and channels are involved. It supports omnichannel communication on higher plans, with features such as workspaces, knowledge bases, team collaboration tools, and AI add-ons that help automate replies, assist agents, and analyze conversation quality.

Features

Shared inboxes and ticketing

Front brings shared inboxes and ticketing together so teams can track, organize, and resolve customer conversations from one place.

Omnichannel channels

Higher plans support omnichannel communication, including email, SMS, social channels, WhatsApp, Slack, and voice or telephony through integrations.

Front AI suite

Front AI includes Topics, Copilot, Autopilot, Smart QA, and Smart CSAT to help teams understand requests, draft replies, automate work, and review quality.

Workflow coordination

Workflow tools include assignments, tags, views, internal comments, shared drafts, scheduling, snoozing, and macros or automation rules.

Workspaces and controls

Workspaces let teams separate inboxes into distinct spaces with their own workflows, analytics, and resources; the pricing page lists up to 5 on Professional and unlimited on Enterprise.

Reporting and admin features

Analytics, reporting, knowledge base options, and identity controls such as SSO, SCIM, and custom roles are included on higher tiers.

Use cases

Customer support
Manage incoming support conversations in a shared inbox, route them to the right teammate, and keep context visible while resolving issues.
Complex operations
Coordinate requests that move across departments or systems, using assignments, tags, automation rules, and internal comments to keep work moving.
Sales and account management
Handle inbound sales or account conversations where fast replies, handoffs, and shared visibility matter during the customer journey.
Customer success
Bring together success, support, and onboarding conversations in one workspace so teams can work from the same customer record.
AI-assisted service
Use AI tools to draft replies, summarize conversations, infer satisfaction, and review quality across high-volume queues.

Pros and Cons

Pros

Combines shared inboxes, ticketing, automation, analytics, and AI in one workspace.
Supports cross-team coordination for support, operations, sales, success, and account management.
Offers structured workflow tools such as tags, assignments, views, internal comments, and shared drafts.
Includes AI features for reply assistance, automation, quality review, and satisfaction tracking.
Provides admin and security-related controls on higher tiers, including SSO, SCIM, and custom roles.

Cons

Several AI capabilities are sold as add-ons on lower plans rather than included by default.
Some channel support and advanced controls are limited to higher tiers or depend on single-channel versus omnichannel plan structure.
The site emphasizes complex workflows, so teams looking for only basic inbox management may find the platform broader than they need.

FAQ

What is Front used for?

Front is a customer service platform for teams that need to route, respond to, and measure customer conversations across shared inboxes, ticketing, automation, and analytics.

What does Front AI do?

Front AI is designed to help with complex customer work, including automating responses, assisting agents with drafts and next steps, and analyzing interaction quality.

How is Front priced?

The pricing page shows Starter, Professional, and Enterprise plans. Starter is listed as $25 per seat per month, Professional as $65 per seat per month, and Enterprise as $105 per seat per month when billed annually.

Which channels and workflows does Front support?

Front supports omnichannel communication on higher plans, including email, SMS, social channels, WhatsApp, Slack, and voice or telephony through integrations. The pricing page also lists workspaces, shared inboxes, knowledge bases, analytics, and user management features.

Who is Front built for?

Front positions itself for customer support, inbound sales, customer success, operations, and account management, especially where work crosses teams and requires shared context.

Quick Facts

Category: Customer service platform
Primary users: Customer support and other customer-facing teams
Deployment: Web-based SaaS
Source domain: front.com
Pricing shape: Paid plans with annual billing shown; trial/demo entry points are available
Notable capabilities: Shared inboxes, ticketing, automation, analytics, AI add-ons, and workspaces