Front users

Hi Front Community! 👋This month, we shared a collection of educational resources to help you get the most out of Front and AI features. Whether you're planning your rollout or deepening your expertise, here's one place to review all the goodies: 🚀 AI 101 Basics: Get StartedType: Tips with short videosStart here for the big picture. We walk you through the strategic framework: how Topics reveal what customers need, how Copilot assists your team, when to scale with Autopilot, and how knowledge sources power accuracy. Perfect for planning your AI rollout or understanding how the pieces fit together.Read and watch tips 🎥 YouTube Playlist: Front AI FeaturesType: Short videos seriesReady to configure? These bit

What we covered: We walked through how to build a Connector that lets your teammates create new Jira issues—like stories, tasks, and bugs—directly from Front conversations, no code required. Resources: Workshop Recording - Rewatch the session or share with teammates who couldn't attend     Front Academy: API Fundamentals Course - Learn API basics like requests, responses, authentication, and how to read the docs

I wanted to highlight a feature that hasn’t gotten a big spotlight recently, as our Autopilot and Copilot features have. It’s very powerful nonetheless, so don’t sleep on it: Smart CSAT.This is an AI-powered feature in Front that infers customer satisfaction for every meaningful conversation, without relying on your customers filling out surveys. Instead, Smart CSAT automatically analyzes sentiment and effort to give you a more accurate, reliable view of the customer experience.Traditional CSAT surveys only capture feedback from the happiest or most frustrated customers, leaving you with an incomplete picture of customer satisfaction. The majority of your customers are silent.We created a new short video to show you how Smart CSAT:Fills in the gaps left by manual CSAT surveys

Hey there, I’m Matthew, Front’s Director of Product Education, and I wanted to get on here and write to you all directly about Front AI. I know the constant "AI this or AI that" can feel like drinking from a firehose, and I've been there too – it's easy to get inundated with marketing instead of real help. That’s why I wanted to write directly to you with synthesized tips on how my team and I actually use Front AI.I'm biased, but I truly believe Front’s approach – integrating AI with your team, not replacing them – is the way of the future. Using it has genuinely helped my team stay productive, kept our customers happy, and maintained my sanity.So, here are 4 helpful tips to get started with Front AI, coming from a real person (me) and not an AI bot 😉.  1. Use Topics to decode the

What we covered: We walked through how to build a Connector that lets your teammates update HubSpot contact properties—like names, phone numbers, and addresses—directly from Front conversations, no code required. This pattern can be adapted to update any HubSpot object, such as companies, deals, and tickets.  Resources:Workshop Recording - Watch the session to learn how to set up your HubSpot Connector in just 10-15 minutesWatch a quick overview of the Connector in action here. During the workshop, there was a glitch in our system that prevented the Connector from demonstrating the phone number update! 🤦‍♀️

We’ve shipped 15+ product updates designed to make support teams faster, clearer, and more consistent in Front, all inspired by you. We go over them all here: You’ll see the latest features, including:A faster, clearer inbox that cuts through the noise Sharper AI replies that reduce editing time Automation that finally handles complex workflows Slack auto-replies powered by your past conversations and help content Redesigned Salesforce and HubSpot integrations to keep your CRM up to dateP.S. Click Subscribe

Join Front’s community team for three hands-on Connectors workshops starting this week on January 15th! Connectors allow you to easily integrate with external services without writing any code! Follow along as we automate workflows between Front and your 3rd-party tools.  January 15: Salesforce <> Front workflows: Use Connectors to update Salesforce objects directly from your inbox. January 22: HubSpot <> Front workflows: Use Connectors to easily manage customer data in HubSpot. January 29: Jira <> Front workflows: Use Connectors to create Jira tickets from Front with just a few clicks.Register nowCan’t make it? No problem! Join the

We’ve put together a new YouTube playlist to help you and your team get up and running with Front AI in just a few minutes. These short, focused videos walk through Front’s suite of AI tools, built to support your business and save your team time with smarter automation. You’ll find:A general overview of Front AI and where to use it How to set up knowledge sources so AI can answer accurately Using Topics to categorize what customers email about Composing messages with AI Copilot Using suggested replies to speed up responses …and more!Share the playlist with your team so everyone can learn how to use Front AI consistently and get more valu

In this course, you’ll learn how Copilot supports you throughout your workflow — summarizing long threads, surfacing helpful insights, suggesting polished replies, and helping you draft or refine messages with ease.Through hands‑on activities, you’ll explore how to:Understand conversations instantly with AI Summaries Use similar conversations and knowledge articles to find the right information Respond faster with suggested replies Draft and refine messages using AI Compose Communicate clearly with Translate and Rewrite toolsBy the end of the course, you’ll know how to combine these features to reduce manual work, improve response quality,