Front
Shared inbox software
Help desk software
Live chat software
Customer self-service software
Social customer service software
Complaint management software
Conversational support software
Customer communications management software
Digital customer service platforms
Email client software
Email management software
Agentic AI software
AI agents
AI customer support agents software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$25 per seat per month
Free Trial
Free version unavailable
Small
Medium
Large
- Media and communications
- Professional services (engineering, legal, consulting, etc.)
- Manufacturing
What is Front
Front is a shared inbox and customer communications platform that helps teams manage email and other inbound messages collaboratively. It is used by support, operations, and customer-facing teams to route, assign, and respond to conversations with internal context and accountability. The product combines an email-style interface with workflow automation, analytics, and integrations to connect messages to customer data and internal processes. It also offers AI features intended to assist agents with drafting, summarizing, and handling routine requests.
Strong collaborative inbox workflows
Front provides shared inboxes with assignment, collision avoidance, internal comments, and @mentions to coordinate responses across a team. Rules and routing help distribute work based on inbox, tags, or other conditions. These capabilities fit teams that need email-centric collaboration rather than a ticket-only workflow. Compared with lighter shared inbox tools, Front typically supports more structured team operations and accountability.
Omnichannel messaging in one place
Front consolidates customer conversations from email and additional channels (such as SMS and social channels via integrations, depending on plan and configuration) into a unified workspace. Agents can keep context across channels while using consistent tagging, assignment, and templates. This reduces tool switching for teams that support customers through multiple entry points. It is useful for organizations that want a single queueing and response layer across channels.
Integrations and automation options
Front integrates with common CRM and business tools and supports automation through rules, templates, and API-based connections. Teams can sync customer context into conversations and trigger downstream actions from message events. Reporting and analytics help track response times and workload by inbox, teammate, and tag. This supports operational use cases beyond basic email management.
Email-first model may limit
Front’s core experience is optimized for email-style conversations, which may not match organizations that require strict ticketing, ITIL-style processes, or complex case management. Some teams may need additional configuration or complementary systems for advanced incident/problem workflows. If your support model is heavily form-driven or requires rigid state transitions, the shared-inbox paradigm can be a constraint. This can affect fit for highly regulated or process-heavy service desks.
AI agent capabilities vary
Front includes AI-assisted features, but fully autonomous “AI agent” behavior (end-to-end resolution without human involvement) depends on configuration, available integrations, and the maturity of the specific AI features in use. Organizations may still need human review for accuracy, tone, and policy compliance. AI performance can vary by language, domain complexity, and knowledge availability. Buyers should validate AI workflows against real support scenarios before standardizing.
Cost and admin overhead
As teams scale inboxes, channels, and integrations, licensing and add-on costs can increase relative to simpler shared inbox products. Ongoing administration is often required to maintain routing rules, tags, templates, and permissions. Analytics and governance are helpful but add setup effort to get consistent reporting. Smaller teams may find the operational overhead disproportionate to their needs.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Starter | $25 / seat / month (billed annually) — up to 10 seats | Shared inbox & ticketing; AI Topics; up to 10 automation rules; Basic analytics; No‑code public knowledge base; Available AI add‑ons (Copilot, Smart QA, Smart CSAT). |
| Professional | $65 / seat / month (billed annually) — up to 50 seats | Everything in Starter, plus omnichannel support (email, SMS, social, WhatsApp); Macros & up to 20 automation rules; Advanced analytics; Multiple workspaces (up to 5); SSO & SCIM; AI Autopilot available as an add‑on. |
| Enterprise | $105 / seat / month (billed annually) | Everything in Professional, plus smart rules; unlimited rules & macros; multi‑language knowledge base; custom roles & permissions; AI Copilot, Smart QA, and Smart CSAT included. Typically requires contacting sales / request a demo. |
Notes & add-ons (from official site):
- Front billing shown as “Billed Annually” (page notes "Save 24%" when billed annually).
- Copilot: $20 / seat / month (available on all plans; included in Enterprise).
- Smart QA: $20 / seat / month (available on all plans; included in Enterprise).
- Smart CSAT: $10 / seat / month (available on all plans; included in Enterprise).
- Smart QA + Smart CSAT bundle: $25 / seat / month.
- Autopilot (omnichannel AI agent): Contact sales for pricing.
- API rate limit increase: $200 per 100 API requests/min per month.
- Native WhatsApp: Meta‑billed WhatsApp costs + 20% admin fee (available on Professional & Enterprise).
Seller details
FrontApp, Inc.
San Francisco, CA, USA
2013
Private
https://front.com
https://x.com/frontapp
https://www.linkedin.com/company/frontapp/
