Front

What is Front?

Front is an AI-powered customer service platform that consolidates email, chat, SMS, and other channels into a shared team inbox with full ticketing and routing. Unlike pure ticketing tools, it keeps the email-like experience agents are familiar with while adding automation, SLA tracking, and AI assistance for complex multi-step customer interactions.

Who is it for?

Mid-market and enterprise teams across logistics, financial services, tech, and professional services — anywhere customer issues require coordination across multiple departments. 9,000+ companies use it, and it's particularly strong for operations where a customer's request might touch sales, fulfillment, and support before being resolved.

Strengths

• Omnichannel inbox — email, chat, SMS, and voice in one shared workspace without siloed channels.
• Cross-team workflows — route, escalate, and collaborate without losing conversation context or forcing handoffs.
• AI Autopilot — handles up to 70% of inbound requests automatically on qualified plans.
• Smart QA and CSAT — automated quality scoring and customer satisfaction measurement built in.
• 160+ integrations — connects to CRMs, ERPs, and business tools without custom development.

What to consider

• AI Autopilot and Copilot are paid add-ons on lower tiers; the real cost of AI features isn't in the base plan.
• Starter plan caps at 10 seats and one channel — not suitable for growing teams.
• Better suited for complex operations; simpler support teams may find the tooling overkill for their needs.

Bottom line

Front earns its place for teams where customer requests cross department lines and conversation context must survive every handoff. The pricing is reasonable at the Professional tier if you're getting real use from the omnichannel and workflow features — just budget for AI add-ons separately if that's the draw.