What is Front?
Front is a modern customer service platform that brings teams, conversations, and AI together in one place. Unlike basic support tools that only handle simple tickets, Front is built for complex customer operations—where requests cross departments, require context, and demand coordination. It combines shared inboxes, omnichannel messaging, smart automation, and human-friendly AI to help teams deliver fast, accurate, and personalized service at scale.
Designed “powered by AI, but for humans,” Front ensures nothing falls through the cracks. Whether you're managing email, chat, or internal workflows, Front gives every team a single view of the customer—so responses are consistent, handoffs are smooth, and resolution happens faster, with less rework.
What are the features of Front?
- Front AI (Autopilot & Copilot): Handles complex requests beyond FAQs—automating replies, assisting agents in real time, and improving with every conversation.
- Shared Inboxes: Collaborative email and message management where teams can comment, assign, and track conversations without switching apps.
- Omnichannel Support: Unify email, live chat, SMS, and more in one workspace—no tab chaos or lost messages.
- Smart Ticketing: Turn messy conversations into clear, trackable tickets with full customer history and context.
- Knowledge Base: Reduce repeat questions with an easy-to-use self-service hub that integrates directly into agent workflows.
- 160+ Integrations: Connect tools like Slack, Salesforce, Shopify, and Zoom right into Front—no more Alt+Tab hell.
- Cross-Team Workflows: Route, escalate, or loop in other departments seamlessly using automated rules and shared visibility.
What are the use cases of Front?
- Customer support teams resolving multi-department tickets (e.g., billing + tech issues) without losing context.
- Operations teams managing high-volume email workflows like onboarding, cancellations, or partner coordination.
- Inbound sales teams tracking leads across email and chat while collaborating internally in real time.
- Account managers using shared inboxes to keep client communications organized and transparent across teams.
- Logistics companies proactively updating customers about shipment delays using automated, AI-assisted messages.
- Financial services firms handling sensitive client requests with audit trails, compliance, and team collaboration built in.
How to use Front?
- Start with a free trial to explore shared inboxes and basic automation—no credit card needed.
- Connect your email and other channels (like WhatsApp or live chat) through Front’s integrations dashboard.
- Set up tagging rules and assignment workflows to auto-route common requests to the right team.
- Enable Front AI features like Smart QA or Autopilot to assist agents or resolve routine—but complex—queries.
- Build a knowledge base using past resolved tickets to power self-service and reduce repeat work.
- Train your team using Front Academy resources to master collaboration best practices and AI tools.
