Overview

Front is an AI-powered customer service and shared-inbox platform that centralizes customer conversations across email, chat, SMS, WhatsApp, and other channels into a single collaborative workspace. It combines shared inboxes, ticketing, live chat, automation, and analytics so teams can route, collaborate on, and resolve inquiries faster while maintaining consistent, measurable service.

Features and Capabilities

• Omnichannel inbox: Centralizes email, chat, SMS, WhatsApp, and other channels into one shared view so teams handle all customer conversations in a single workspace.
• Shared inboxes & internal collaboration: Assign, comment, draft together, and share context across teammates to keep responses coordinated and avoid duplicate replies.
• Ticketing & workflow automation: Convert messages into tickets, set routing rules, SLAs, and automate repetitive actions to speed resolution and consistency.
• AI assistance & automation: AI helps summarize threads, suggest replies, auto-tag and categorize, and automate routine tasks to reduce handling time and improve accuracy.
• Live chat & in-moment help: Embedded chat for real-time support plus tools to escalate chats into tickets or hand off to specialists.
• Knowledge base & self-service: Integrated help center to reduce inbound volume and provide agents with quick access to standard responses.
• Analytics & reporting: Provides insights into response times, volume, SLA compliance, team productivity, and customer satisfaction to measure impact and optimize operations.
• Integrations & extensibility: Connects with CRMs, product tools, and third-party systems so conversations are surfaced with relevant customer data.
• Security & compliance: Includes enterprise controls for permissions, SSO, and governance suitable for regulated industries and larger teams.
• Scalable plans & deployment: Offers multi-tier SaaS plans with trials and demos available; designed to scale from small teams to large enterprises.