Front AI
Front adds AI to a shared inbox for support and account teams with seat based tiers and optional AI add ons that suggest replies summarize conversations and automate QA and CSAT at scale.
Overview
Front centralizes email SMS social and chat in a shared workspace so teams reply faster with clear ownership and analytics. AI features include suggested replies summarization topic detection and the Autopilot add on for automated resolutions. Admins design rules and SLA policies and track performance by queue and teammate while integrations keep CRM and billing context visible in the composer.
Pricing is transparent by seat with Starter Professional and Enterprise tiers and AI is available as add ons with limits that differ per tier. The value is collaboration and accountability for high volume inboxes with AI that speeds triage and keeps tone consistent. For adoption start with Copilot suggestions in busy mailboxes then expand to Autopilot where intents are repetitive and knowledge is strong.
As volume rises quality AI sampling and coaching tools help leaders maintain standards across regions segments and time zones.
Key features
- Copilot suggested replies inside threads that keep tone on brand and speed response while humans edit and send to maintain control and quality
- Conversation summaries for long threads that allow quick catch up during escalations and handoffs without rereading every message in the timeline
- AI Topics and routing that label intents and prioritize queues so triage time drops and SLAs improve across peak periods and small teams
- Autopilot resolutions as an add on that handles narrow repetitive intents while reporting deflection so leaders see verified savings clearly
- QA automation that reviews samples for tone accuracy and policy then flags coaching moments for managers who guide continuous improvements
- CSAT automation that measures satisfaction and ties back to threads so changes in macros and playbooks can be tested and validated
- CRM and billing context in composer so agents personalize replies with accurate account data and reduce alt tab and copy paste errors
- Analytics by teammate and tag with dashboards that track backlog response time and outcomes so operations improve and bottlenecks are visible
Best for
- High volume shared inboxes for support success and operations where speed ownership and tone matter and AI reduces manual triage and drafting
- Account management teams that coordinate with shared context and rely on AI summaries for quick ramps into long threads during renewals and issues
- Small teams handling many channels where AI Topics and rules keep focus on the most urgent conversations and reduce SLA misses
- QA and coaching programs that sample AI and human replies for tone accuracy and compliance which improves performance systematically
- Macro optimization sprints that test GPT style copy and measure CSAT and handle time so best templates are promoted across teams
- Autopilot pilots on repetitive intents like password resets or subscription questions so humans focus on complex cases and relationships
- Escalation workflows that use summaries and tags so experts understand history fast and deliver solutions without long rereads
- Seasonal surges where AI helps triage and draft at scale and analytics guide staffing and process improvements during peaks
Capabilities
Copilot Replies
Provide on brand drafts inside threads that humans review and send which preserves control while accelerating throughput in busy queues.
Topics and Routing
Detect intents and label threads so rules prioritize work and SLAs and busy teams focus on the highest impact conversations first.
Autopilot Add On
Resolve narrow intents automatically with reporting on deflection CSAT and handoffs so leaders track savings and quality together.
QA and CSAT
Sample replies for tone and policy then link results to coaching and playbooks which lifts performance over time across segments.
Frequently Asked Questions
What are the base plan prices and AI options?
Starter and Professional are published per seat with Enterprise by quote AI add ons like Copilot QA CSAT and Autopilot can be added per needs.
How do we roll out AI safely?
Begin with Copilot suggestions and summaries then add Autopilot for well documented intents while sampling quality to protect experience.
Does Front integrate with CRM and billing tools?
Yes context is shown alongside threads and actions sync back which reduces errors and improves personalization at scale.
Can we measure deflection and ROI?
Autopilot and analytics report resolution rates handle time and CSAT so finance and ops can validate savings and reinvest confidently.
How are permissions and compliance handled?
Admins manage roles SSO SCIM and retention with logs for audits and industry policies across regions and brands.
Will AI support multiple languages?
Core AI can assist across languages but teams should test tone and accuracy per market and adapt macros accordingly.
Is there a trial to evaluate fit?
Front offers trials and guided demos so teams can validate workflows before migration from legacy inbox tools.
How are automations limited per tier?
Starter and Professional include different rule quotas and AI suggestion limits confirm quotas before committing roadmaps and volumes.
