Product updates

American Airlines Cargo provides a wide range of shipping services for freight and mail across a vast global network. Front integrates with American Airlines Cargo to provide immediate access to air freight tracking information within your inbox. By connecting your American Airlines Cargo account, Front surfaces the direct cargo tracking URL associated with your shipments within relevant conversations. This integration streamlines your team’s workflow, allowing for quick and easy access to detailed tracking information on the American Airlines Cargo website. Learn more.

Front seamlessly integrates with UPS, one of the world’s largest package delivery companies, to bring essential package-tracking details into your inbox. Once connected, Front displays the real-time shipping status and tracking URL using either a tracking or reference number associated with your conversations. This integration enables agents to quickly access crucial shipment information and provide accurate updates to customers directly within Front. Learn more.

Coming soon, you’ll be able to streamline staffing and ensure all your inboxes are covered with Workforce Management for consistent, quality customer support. With Front’s native Workforce Management add-on you can:Streamline scheduling: Build custom recurring shifts with defined inboxes, teammates, and cadence and set specific staffing requirements for each inbox to ensure proper coverage.   Stay ahead of coverage gaps: Keep schedules up to date with native time off management and coming soon, Google Calendar syncs. Get complete oversight into staffing and quickly identify coverage gaps with filterable timeline schedule views and coverage gap alerts. Improve team productivity: Teammates get full visibility into their upcoming shifts with improved teammate schedule view. You can also automatically route conversations based on shift schedules and workloads, preventing burnout. Workforce Management will be available to select beta participants for free during the beta period and $20 per scheduled per person per month at launch. Sign up to join the beta waitlist now.    

Enable your customer portal, knowledge base, Support Report, and chat widget—all from one place. Each feature can be toggled on or off, and you can customize the branding and layout to match your needs. Give your customers everything they need to help themselves, and scale your support effortlessly. Learn more.

With new ticket status groups, you can now create unique sets of statuses tailored to each inbox’s workflow. Hide default statuses where needed, easily make bulk updates, or keep it simple with company-level statuses. Learn more. 

Automatically close a ticket or conversation after a certain period of time in “resolved” or “archived” status (and prevent it from being reopened) for more accurate resolution analytics. You can also close conversations manually using the three-dot menu. Learn more.

Send out a single bulk reply to multiple customers experiencing the same issue, like a bug or outage. Learn more.

Admins can now set resolution targets for Time to Resolve workflows with the resolution time goal rule. This allows teams to prioritize work based on any task resolution time, not just response time. Learn more 

The new Retool integration seamlessly connects your Retool application with your Front environment, enabling powerful context-aware workflows. It automatically passes the conversation ID and teammate ID from Front to your Retool app via URL parameters. With this contextual data, your Retool plugin can dynamically display information tailored to the conversation currently being viewed in Front. This integration is available to all plans for $250 per month, billed annually. Learn more. 

Connectors can now handle attachments, allowing users to use macros and rules to trigger a connector to send attachments to third-party applications. Learn more

With our all-new integrated Dialpad experience, you can handle voice calls and SMS in real time alongside emails, live chats, and your other channels — all within Front:Real-time call actions: Receive call notifications and place calls right inside your Front inbox (no plug-in required) AI call summaries: Get up to speed with recordings and AI-generated call summaries in Front Voicemails and transcripts: Listen, comment, and tag teammates on call transcripts and voicemails Automatic status sync: Keep agents focused with automatic “busy” status syncs SMS error messaging: Instantly see if messages fail to send directly in FrontLearn more about how the new Dialpad integration can elevate your omnichannel support. 

With Front’s Mobile SDKs for iOS and Android, you can embed chat directly into your mobile app, making it easy for customers to get real-time support on the go. Learn how to set up Mobile SDK for iOS and Mobile SDK for Android.  

Smart QA replaces the need for manual ticket reviews by automatically generating scorecards and surfacing insights in a dedicated dashboard. Save time and get a more accurate picture of agent skills and quality of performance by replacing limited, manual reviews with comprehensive, automated AI scoring Here’s how it works:Customize your scorecard: Select the criteria that matter most from our extensive library like tone, professionalism, and personalization. Auto-review every ticket: Get an automated QA scorecard on each closed ticket for a more accurate view of agent skills and performance. Track quality at scale: Understand team performance and support effectiveness with dedicated analytics for your QA metrics. Now generally available, Smart QA is available as a plan add-on for customers on the latest Growth plan and above for $20/seat/month.Read the help center article to see how Smart QA can help you gain more control over service quality.

In the Resolution report, you can now filter the Resolution by tag table by custom ticket status, so you can better understand and reduce bottlenecks based on tag and custom status.Learn more.

Custom request forms are here! Now you can tailor the fields customers see when submitting a new request in the portal to add drop-downs, date pickers, file uploads, and more. You can also add branching to show relevant questions based on earlier answers. Learn more. 

The audit log lets company admins track changes made to their Front instance settings and resources. You can see who made changes, what changes were made, and when. This improves transparency, accountability, and makes delegating admin tasks safer. Learn more. 

Twilanswer is a call routing platform built on Twilio that helps businesses manage calls with ease. Forward calls, play custom messages, or route to voicemail, while keeping your personal number private. The Twilanswer integration brings Twilio voice calls into Front using the same number you already use for SMS. When a customer calls your Twilio number, Twilanswer routes the call and sends a notification to your Front inbox. The call is also automatically linked to the contact, so your team can manage calls, texts, and voicemails in one place. Learn more. 

Oversee’s AI-powered platform, AgentAI, helps travel companies scale efficiently by automating service processes. The Oversee integration with Front helps streamline travel bookings, cancellations, and exchanges, prioritizes ticket routing based on urgency and sentiment, and offers proactive incident handling. The integration comes with white-glove service for all travelers and integrates with GDS’s and back office systems. Learn more here.

Dashworks is an AI knowledge assistant that unifies knowledge sources and various tools to provide instant AI-powered answers, eliminating manual information searches. Dashworks integrates with Front to provide seamless search across conversations in shared inboxes, allowing users to quickly find relevant customer interactions, emails, and support messages without manually sifting through threads. By leveraging Dashworks’ AI capabilities, teams can instantly retrieve past conversations, summarize key discussions, and surface critical insights to improve response times and customer support efficiency. Learn more about Dashworks here.

Now you can create and edit calendar events right from the mobile app. Learn more about Front’s mobile app here.

Pull data from third-party systems (e.g., orders, shipping, bookings) into chat conversations to provide real-time updates, such as order status. Learn more about how to set up Connectors here. 

Customize how statuses are displayed in customer portal. Admins can now set external labels for custom ticket statuses, giving them full control over how ticket statuses appear to end users—like changing “Waiting on Legal” to “In Progress.” Learn more. 

Get a deeper understanding of your chatbot performance and drop offs and improve your workflows with chatbot path analysis. Learn more.

With the new “Publish” and “Unpublish” controls, you can make chatbot changes without disrupting the end-user experience. Save updates as drafts and only publish when they’re ready. Learn more about Front Chat.    

Stay connected, even offline. Now, you can access your Front conversations on mobile without an internet connection. Download past conversations up to 30 days to stay connected to your inbox on slow networks. Learn more.