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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 bite-sized setup guides show you how to connect knowledge sources, enable Topics for automatic categorization, and turn on your first AI features. Essential viewing for admins getting their workspace AI-ready.Watch playlist 🎓 New Academy Course: Try Front AI CopilotType: CourseNow pra

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 Analyzes sentiment and effort automatically Surfaces actionable insights directly in conversations Provides a more complete view of customer experience over time👉 Watch the video here (1:30)Comment below if you h

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 why in secondsHave you ever stared at a mountain of emails and wondered, "What are people actually asking about?" Without data, you’re just guessing. I see so many teams hit a bottleneck because they’re manu

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 on this post to get updated when we answer Q&As from the session!

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 community group to access self-paced examples and view the workshop videos later.

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 value from the tools you already have.👉 Check out the Front AI playlist

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, and keep your communication consistent across every channel.This course is perfect for anyone new to Front AI — or for teammates who want to work smarter with the tools they already have.👉 Start the course: Try Front AI Copilot for faster and smarter responses 

While the season is full of gifts destined for regifting, these product updates aren’t. Your feedback has played a huge role in shaping our latest updates, 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 + HubSpot integrations to keep your CRM up to date You can see all 15+ features in action in the full blog recap with demo videos.  Join our upcoming webinar on Jan 13 at 11 am PT / 2 pm ET for a walkthrough of the updates you helped inspire.👉 Save your spot for the live product recap on Jan 13

Since the inbox redesign this summer, we’ve heard what you love—and what could be better. Based on your feedback, the improved inbox is available to try out starting today, December 15th. The new inbox will be off by default, but can be turned on in your personal settings until February 9th, 2026.  Here’s what’s new: One-click navigation: We’ve moved the navigation menu to the left-hand sidebar for quick access to your calendar, analytics, and more. Customizable sidebar: Add Discussions and Tasks to your sidebar, drag and drop items within sections, or reorder sections using arrows to organize your workspace. Inbox and workspace indicators at a glance: Shared inbox indicators are back (optional for global admins to enable). Users can also toggle between reply time goals and timestamps to quickly identify which messages should be prioritized first. Expanded to see more tags and objects: Users can expand the conversation header to see more app objects and tags for more context upfront.Th