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Front Review

Front is an AI-powered customer operations platform for B2B teams, unifying communication, automating workflows, and enabling collaboration to scale exceptional service.

shipped Jul 24, 2026automatepaid
AutomateCustomer SupportShared Inbox
Front — product screenshot

Why it matters

1Front offers three annual per-seat plans: Starter at $25, Professional at $65, and Enterprise at $105.
2The Autopilot AI agent is available from $0.05 per conversation, while Copilot costs $20 per seat per month.
3Front consolidates customer interactions from email, SMS, WhatsApp, live chat, and social media into a unified workspace.
4Key AI features include Topics for inquiry classification, Copilot for drafting responses, and Autopilot for autonomous resolution.

Specs

API Docs

View Documentation →

API Available

Yes, public API

overview

What is Front?

Front is an AI-powered customer operations platform developed by Front that enables B2B teams to manage complex customer conversations. It consolidates email, SMS, WhatsApp, live chat, and social media into a unified collaborative workspace, enabling companies to streamline communication, scale customer experience, and deliver faster, more personal service across all channels. The platform aims to enhance efficiency and collaboration in customer service and support by centralizing customer interactions and automating workflows. Recent developments, as of July 2025/June 2026, include the introduction of AI-powered features such as Topics for inquiry classification, Copilot for drafting responses, Smart CSAT for inferring customer satisfaction, Smart QA for automated quality assurance, and Autopilot for autonomous inquiry resolution. Front also offers an AI Summarizer and AI Compose for Knowledge Base content creation.

features

Key Features of Front

Front provides a comprehensive suite of features designed to centralize customer communication and enhance team collaboration. The platform's core functionality revolves around its shared inbox, which aggregates interactions from multiple channels. AI capabilities are integrated to automate routine tasks and assist human agents, improving response times and operational efficiency. The system also includes tools for managing customer service workflows and providing analytical insights into customer interactions.

  • Shared Inbox/Helpdesk: Consolidates email, SMS, WhatsApp, live chat, and social media into a single interface.
  • Autopilot AI Agent: Resolves customer inquiries autonomously and executes complex workflows, starting from $0.05 per conversation.
  • Copilot AI Assistant: Drafts email responses, summarizes threads, and provides instant customer information for $20 per seat per month.
  • Smart QA: Provides automated quality assurance by reviewing agent performance and identifying coaching opportunities.
  • Smart CSAT: Automatically infers customer satisfaction (CSAT) scores from interactions without requiring surveys.
  • Topics: AI-generated categories that classify and label incoming inquiries for automation and insights.
  • Omnichannel Support: Manages customer communications across email, chat, social media, and SMS from a unified interface.
  • Ticketing System: Tracks, organizes, and resolves customer issues with custom status options and automatic routing.
  • Knowledge Base Management: Supports the creation of self-service help centers to deflect frequently asked questions.
  • Integrations & API: Connects with various third-party applications and offers an API for custom development.

use cases

Who Should Use Front?

Front is primarily designed for B2B teams that require a centralized platform to manage complex customer conversations and enhance collaborative customer operations. Its features cater to organizations focused on scaling personalized customer relationships and improving service delivery across multiple communication channels. The platform is suitable for teams that need to automate aspects of customer support while maintaining human oversight.

  • Customer Service Representatives and Support Managers: For unifying customer communication across email, chat, social media, and SMS.
  • Operations Staff: For automating customer operations with AI to achieve faster resolutions and increased efficiency.
  • Inbound Sales and Account Management Teams: For enabling real-time team collaboration on complex customer conversations and managing client communication.
  • Small-to-Mid-Market Companies and Enterprise Organizations: For scaling personalized customer relationships and experience through a collaborative workspace.
  • Teams requiring human-in-control AI: For leveraging AI agents like Autopilot and Copilot to assist with or autonomously resolve customer inquiries.

how to use

How to Use Front

To begin using Front, organizations typically configure their communication channels within the platform and then onboard their teams. The system allows for the creation of shared inboxes and the setup of AI-powered workflows to manage incoming customer interactions. Users can then collaborate on conversations, utilize AI assistance for drafting responses, and track customer issues.

  • 1Connect Communication Channels: Integrate email accounts, SMS numbers, social media profiles, and live chat widgets into the Front platform.
  • 2Configure Shared Inboxes: Set up shared inboxes for different teams or departments to centralize incoming customer messages.
  • 3Onboard Team Members: Invite team members and assign roles and permissions to manage access and responsibilities.
  • 4Set Up AI Workflows: Configure AI features like Topics for automatic classification and Autopilot for autonomous resolution of common inquiries.
  • 5Utilize Collaboration Tools: Employ internal comments, shared drafts, and @mentions to collaborate on customer conversations.
  • 6Engage with Customers: Respond to customer inquiries using AI-assisted drafting (Copilot) and manage conversations through the unified interface.

pricing

Front Pricing & Plans

Front offers a tiered subscription model based on the number of seats, with additional costs for its advanced AI agents. All plans are billed annually. The pricing structure is designed to accommodate various team sizes and operational needs, from basic shared inbox functionality to comprehensive AI-powered customer operations. Specific AI features like Autopilot and Copilot are available as add-ons to the core subscription plans.

  • Starter: $25 per seat annually, providing core shared inbox and collaboration features.
  • Professional: $65 per seat annually, offering enhanced features beyond the Starter plan.
  • Enterprise: $105 per seat annually, designed for larger organizations requiring advanced capabilities and support.
  • Autopilot AI Agent: Available from $0.05 per conversation, for autonomous resolution of customer inquiries.
  • Copilot: $20 per seat per month, providing AI assistance for drafting responses and summarizing conversations.

Pros

  • +Unifies customer communication across email, SMS, WhatsApp, live chat, and social media into a single collaborative workspace.
  • +Offers advanced AI capabilities such as Autopilot for autonomous resolution (from $0.05/conversation) and Copilot for agent assistance ($20/seat/mo).
  • +Facilitates real-time team collaboration on customer conversations with internal comments, shared drafts, and @mentions.
  • +Provides AI-powered insights through features like Topics for inquiry classification, Smart CSAT for satisfaction inference, and Smart QA for performance review.
  • +Supports complex customer service and support workflows with a robust ticketing system and knowledge base management.

Cons

  • −Can become expensive, especially as teams scale or require advanced AI features, which are often add-ons to core plans.
  • −Some users report limitations with its automation capabilities compared to more specialized help desk systems.
  • −Initial setup can be complex for some teams, requiring significant configuration.
  • −The iOS mobile app does not support the full feature set available on the desktop application.
  • −Outlook sync issues may occur, where actions in Front (read, archived, tagged) do not consistently sync back to Outlook.

Policies

Pricing Page

View Pricing→

Similar Tools

Front vs Competitors

Front is positioned as an enterprise-grade customer operations platform, emphasizing collaborative email and messaging management, particularly for complex workflows and integration of third-party data. It differentiates itself from traditional help desk systems by focusing on a conversation-first approach within a unified workspace. Its AI capabilities, such as Autopilot and Copilot, aim to provide more sophisticated automation and agent assistance compared to some alternatives.

1
MissiveOn StorkCompare

It integrates shared inboxes with team chat, allowing for real-time collaboration on emails and messages within the same interface.

Missive offers a similar shared inbox experience to Front but with a stronger focus on integrated team chat and a more budget-friendly approach to AI, requiring users to bring their own OpenAI key for potentially lower costs.

2
Help ScoutOn StorkCompare

It combines shared inbox, a knowledge base (Docs), and live chat, making it a comprehensive customer communication platform.

Help Scout provides a polished helpdesk experience with native knowledge base and live chat, which Front offers through integrations, and its AI Answers feature is priced per resolution, similar to Front's Autopilot.

3
HiverOn StorkCompare

It operates directly within Gmail, transforming existing inboxes into a collaborative helpdesk without requiring agents to learn a new interface.

Hiver is ideal for teams deeply integrated into Google Workspace, offering a shared inbox experience directly within Gmail, whereas Front is a standalone application that integrates with various email providers.

4
FreshdeskOn StorkCompare

It offers a robust ticketing system with AI-powered features like Copilot and AI Insights for sentiment analysis and knowledge base-driven answers.

Freshdesk provides a more traditional ticketing helpdesk approach compared to Front's conversation-first shared inbox, offering extensive omnichannel support and AI features with a different pricing model for AI usage.

5
ChatwootOn StorkCompare

It is an open-source, self-hostable omnichannel customer support platform with a built-in AI agent (Captain) for automated responses.

Chatwoot offers a free, open-source alternative to Front, providing similar shared inbox and omnichannel capabilities, but requires self-hosting and setup, trading off convenience for cost savings and full control.

See every Front alternative, compared→
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