Are the AI features included in all plans?

No. AI Copilot, Smart QA, and Smart CSAT are paid add-ons for Starter and Professional plans. They are included in the Enterprise plan.

Can I build my own app or integration for Front?

Yes. Front provides a Core API, Plugin SDK, Connectors, and a Channel API. You start by creating a developer account to access the sandbox environment.

How does the AI Autopilot work for complex requests?

Autopilot uses your knowledge base and conversation history to handle multi-step workflows, going beyond simple FAQ bots to resolve operational tasks.

What is the 'Coordination Tax' Front mentions?

It's the hidden cost of context-switching and miscommunication between tools and teams, which Front aims to eliminate with its unified platform.

What are the API rate limits and authentication methods?

The Core API uses OAuth 2.0 or API tokens. Rate limits are documented (e.g., per-minute request quotas). Pagination is cursor-based.

How do I connect an AI agent like Claude or ChatGPT to Front?

Front offers an MCP (Model Context Protocol) Server, allowing AI agents to access Front data and actions through a standardized interface.

Directory/Chatbots/Customer Support Platforms/Front

Front

Front is a unified customer operations platform that combines shared inboxes, ticketing, and omnichannel communication (email, chat, SMS, social) into one AI-powered command center. It's designed for teams managing complex, multi-department customer interactions, not just simple FAQs. Key capabilities include collaborative shared inboxes, advanced automation rules, AI-powered tools like Copilot (for agent assistance), Autopilot (for resolution), Smart QA, and Smart CSAT, plus a comprehensive API and 160+ integrations. It targets customer support, operations, sales, and success teams in industries like tech, logistics, and professional services who need to coordinate across departments and tame workflow chaos.

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Sep 22, 2026

Omnichannel InboxAI CopilotSmart QAWorkflow RulesREST APIPlugin SDKKnowledge Base

Product information

Everything worth knowing about Front

The complete picture — from everyday features to the technical detail builders and IT folks dig for.

Core features

What it actually does

Omnichannel Inbox

Unify email, chat, SMS, social media, and more into a single collaborative shared inbox for team management.

AI Copilot

Get AI-powered answers, decide next steps, and draft replies to assist agents with complex requests.

Smart QA

Automate quality assurance with AI-powered scorecards and reporting to identify blind spots.

Workflow Automation

Tag, route, and manage conversations automatically with macros and configurable rules.

Technical capabilities

Developer APIs & Plugins

Extensive REST APIs, Plugin SDK, Channel API, and Connectors for deep integrations and custom app development.

Must watch videos

1:16

Tutorial1:16

Meet Front AI

Front AI keeps you in control to safely scale automation while maintaining service excellence. Transform customer support with Front AI's actionable insights, real-time assistance, and powerful automation — all wrapped up in a fast, intuitive inbox experience to help your team work faster than ever.

How Front Uses Front: Support team's AI suggested replies

4:21

Tutorial4:21

How Front Uses Front: Support team's AI suggested replies

Patrick V. from Front's Support team shows their AI workflow that uses Topics, suggested replies, and AI Compose.

Front Product Demo: the AI command center built for complex customer operations

3:56

Tutorial3:56

Front Product Demo: the AI command center built for complex customer operations

See how Front brings every team, tool, and channel into one AI command center so your customer operations run faster, nothing gets dropped, and your customers gets a fast, accurate answer every time. In this demo, you'll see how Front handles: 0:08 Cross-team collaboration: Front keeps every team in sync, in the same conversation 1:34 End-to-end automation: Autopilot resolves complex requests without your team touching them 2:33 Customer self-service: Autopilot Resolve handles requests instantly, right in your app 2:59 Real-time visibility: Front Analytics including Smart QA & CSAT keep you on top of your team’s and AI’s performance Join 9,000+ teams already running their operations on Front at front.com

Who uses it

Real use cases, no hype

Omnichannel Customer Support

Unify email, chat, SMS, social, and WhatsApp into a single collaborative inbox for faster resolution.

Cross-Departmental Ticket Resolution

Route, escalate, and manage complex tickets that require input from sales, support, and operations.

Inbound Sales & Lead Triage

Respond to inbound inquiries quickly, route leads, and manage handoffs between sales and support.

Automated Workflow Orchestration

Build complex automation rules to tag, assign, and trigger actions across conversations.

AI-Powered Quality Assurance

Automate review of agent replies with AI scorecards to maintain service quality at scale.

Customer Success & Account Management

Manage high-touch accounts with full conversation history and coordinated team follow-ups.

Building Custom Integrations

Extend Front with plugins, connectors, or a custom channel using the API and SDK.

What's great

Unified omnichannel inbox (email, SMS, social, chat) eliminates tab-switching.
Powerful AI suite (Copilot, Autopilot, Smart QA/CSAT) handles complex workflows.
Excellent team collaboration features: shared inboxes, macros, rules, internal comments.
Extensive integration ecosystem (160+) and robust API for custom workflows.

Technical strengths

Strong analytics and reporting, including AI-inferred CSAT without surveys.
Granular automation rules engine (up to unlimited in Enterprise) for intricate routing.
Multi-workspace architecture for separating teams and data in large orgs.

Where it falls short

Pricing can be steep for small teams, especially with AI add-ons.
Starter plan limited to single-channel support, pushing to higher tiers for omnichannel.
Knowledge base customization and multi-language support only in higher-priced tiers.
Advanced AI features (Copilot, QA) are paid add-ons in lower plans.

Technical limitations

Developer account has a 3-teammate limit, complicating larger dev team collaboration.
Plugin SDK and Connectors require significant setup; not a simple drop-in.
AI's 'complex request' handling claim is broad; real-world performance may vary.

For technical folks

The deep-dive specs

FAQ

Includes technical Q&A

Starter is for single-channel basics. Professional adds omnichannel, more rules, and SSO. Enterprise includes unlimited automation, multi-language KB, and full AI suite (Copilot, QA, CSAT).