Product updates

This month’s updates help your team build more trustworthy AI answers, measure support quality more clearly, shape smoother customer journeys, and connect Front with more of the tools your business depends on.The new mobile app is hereGet ready for the new Front mobile app experience. Front’s updated mobile app experience will become permanent on October 6, giving teams a more modern, streamlined way to stay responsive from anywhere. If your team has not switched yet, now is a good time to toggle to the new design and prepare users before the transition.Improve AI answers with trusted knowledgeConnect GitBook as an AI knowledge source. Connect GitBook as an AI knowledge source so Front can ground AI answers in your existing documentation and help teams deliver more consistent, accurate support. Inspect and improve AI replies. Use the AI replies hub to review the knowledge sources behind AI replies, spot gaps or stale information, and take inline action to improve future responses.Measure support quality more clearlyEvaluate every teammate involved in a conversation. Smart QA and Smart CSAT can now evaluate all teammates who contributed to a conversation, giving support leaders a clearer view of team quality. Filter QA and CSAT insights in analytics. New analytics filters help leaders spot trends, compare performance, and focus coaching where it can have the most impact. Keep QA and CSAT scores close at hand. Scores now appear in a side panel, making it easier to review quality signals while staying in the context of the conversation. Choose whether Smart CSAT posts comments. Smart CSAT now gives admins the option to post comments in conversations, so teams can decide how visible those insights should be in day-to-day workflows.Shape customer journeys with intentionExport conversation-level analytics. Create more granular reports with conversation-level exports, giving teams deeper visibility into customer journeys and support operations. Test rules before turning them on. Use rule testing with simulated conversations to validate automation logic before it affects live customer conversations. Send proactive messages with Autopilot Resolve. Set up proactive messages to engage visitors at the right moment and guide customers toward resolution with less friction.Connect Front with more business toolsBring Front context into AI assistants with Proxoria. The Proxoria integration helps teams access Front context from AI assistants, so customer information is easier to use where work is already happening. See shipment and booking details with Chain. The Chain integration gives logistics teams shipment and booking details in the Front sidebar, helping them answer customer questions with more context in fewer places.Catch these exciting resourcesHear how AI is changing customer service teams. Watch the Front CEO interview with Gorgias CEO Romain Lapeyre on AI’s new multi-player era and what it means for teams supporting customers. Become a Front Certified Admin. Enroll in Front Academy’s Front Certified Admin (FCA) program to build confidence managing Front and prove your admin expertise. See how GP Transco keeps shipments moving. Read the customer spotlight to learn how GP Transco uses Front to keep 2,000 weekly shipments moving.Ask a question liveJoin weekly office hours. Bring your product questions to Front’s weekly office hours and chat with product experts about all things Front.Have an idea, or want to keep up?Missed a feature update? Bookmark Product Updates to see the latest releases. Got an idea for a new feature? Submit a feature request or upvote an existing one.

This month’s updates help your team stay connected from anywhere, collaborate with more control, and bring smarter support workflows into Front. Explore a redesigned mobile app, new AI quality tools, expanded admin features, and more partner integrations built to keep customer work moving.New features Redesigned mobile app Front’s redesigned mobile app gives teams a faster, cleaner way to stay responsive when they’re away from their desk. Keep up with customer conversations on the go with a modern mobile experience built for everyday work from anywhere. Mentions view and filter Quickly track conversations you’re subscribed to so it’s easier to stay on top of relevant teammate collaboration. Topic management Give admins more control over how teams organize and manage topics, helping keep collaboration clear and consistent. Admin Copilot audit log actions Strengthen governance with more visibility into Admin Copilot activity through audit log actions. Default channel signatures Help teams maintain consistent, on-brand communication by setting default signatures for channels. Smart QA in Autopilot Resolve and custom channels Apply AI-powered quality insights across more support workflows so teams can measure and improve customer interactions more consistently. Smart CSAT in Autopilot Resolve and custom channels Use AI-generated satisfaction insights across Autopilot Resolve and custom channels to better understand and improve customer experience. New integrations Front now connects with more of the tools your teams already use, helping customer conversations move smoothly across systems. DialNext integration: Bring more customer context into Front with the DialNext partner integration. Virtru integration: Connect Virtru with Front to support more secure customer communication workflows. Acai Travel integration: Bring Acai Travel workflows into Front so travel teams can manage customer conversations with more context. Dataleap integration: Connect Dataleap with Front to help teams streamline customer workflows across systems. WorkSights AI integration: Use the WorkSights AI integration to bring more AI-powered context into customer work in Front. Exciting replays Untangled Ops Learn how teams can reduce coordination drag and build more efficient customer operations with Front.  Building a High-Quality, AI-Powered Client Experience: A Chat with Hermes Worldwide Watch the replay to hear how Hermes Worldwide is building a high-quality, AI-powered client experience. Community learnings New feature development: Live CSAT design feedback Read the thread to see how the Front Community is weighing in on Live CSAT design feedback. Tips for a beginner Read the thread for practical advice and community-sourced tips for getting started with Front. Tags vs. statuses? Read the thread to learn how other Front users think about using tags and statuses in their workflows. Have an idea, or want to keep up?Missed a feature update? Subscribe to Product Updates to see the latest releases. Got an idea for a new feature? Submit a feature request or upvote an existing one. 

This month's updates boost AI features, connect Front to more of the tools your customers and teammates already rely on, and give early access to exciting new features we're working on.New featuresExpand AI knowledge with file uploads Have decks and custom documents you wish you could train Front AI on? Now you can upload files as AI knowledge sources so your team can use existing docs for faster, more consistent answers, even if they aren't published on knowledge bases or websites. 4 new integrations for context, outreach, and connection Add powerful new integrations: One for AI agents, Birdie for screen recording, Salesmsg for communications, and Mindcloud for automations. See all integrations. Measure Autopilot Playbooks impact in analytics Autopilot Playbooks users can now measure their automation performance in analytics so admins can prove ROI and iterate with confidence.Get early accessMobile: Try the redesigned mobile app that matches the same sleek desktop experience. Smart QA: Try the new custom criteria feature in Smart QA to personalize your scorecard. Smart CSAT: Help shape the Smart CSAT feature by sharing how you'd like to use it. Bring your own agent: Want to bring your own AI agent into Front? Fill out the quick survey to share your thoughts.Missed a webinar?Front's Smart products: Learn how Smart CSAT and Smart QA improve your team's quality and speed. Watch the replay. Tax Coordination: See why companies are paying a hidden cost for coordination, and how to solve for it. Watch the replay.Have an idea, or want to keep up?Missed a feature update? Bookmark Product Updates to see the latest releases. Got an idea for a new feature? Submit a feature request or upvote an existing one. 

Zoom Contact Center is an AI-first, omnichannel contact-center-as-a-service solution built to empower agents to deliver a total customer experience across multiple digital channels. With the Zoom Contact Center integration, Front users can seamlessly manage SMS and voice channels directly alongside email, live chat, and more in one unified workspace.Here’s what you can do with the new Zoom Contact Center + Front integration:Manage Zoom Contact Center calls and SMS right from your Front inbox Tag teammates and collaborate live on transcripts View customer details instantly during a call Keep agents focused with automatic “busy” status updatesLearn more

 We've added new integrations to help your team automate work, surface insights from conversations, and quote customers faster—right from Front.One: One is an integration runtime and command center for AI agents, giving them authenticated access to 38,000+ tools across 200+ platforms—including Gmail, Slack, Stripe, and HubSpot—through a single CLI. It handles OAuth, token refresh, rate limiting, and full API knowledge so agents can take actions across apps without manual wiring. With the Front integration, mutual customers can connect via OAuth and work with their Front data directly from One's AI ChatBot playground or via the API using One Passthrough. Developers can also chain multi-step workflows, set up event-driven triggers, schedule recurring tasks, and deploy agents to channels like Slack or WhatsApp. RipeText: RipeText is a Performance OS for support teams—an AI layer that reads every conversation to spot issues, prevent churn, and coach agents automatically. Surveys capture only a fraction of feedback while most churn risk hides inside conversations, so RipeText flags emerging problems and trains agents before revenue walks out the door. Linking RipeText to Front takes just a couple of clicks: once connected, it ingests part of your historic content and continuously tracks new support threads, processing everything for insights. Tabi Connect: Tabi is a rate management system that streamlines quoting by letting users generate, edit, and send shipment quotes directly from their email, with real-time pricing adjustments and automated data extraction. The Front integration lets teammates read incoming messages and extract shipment details directly in their sidebar, then sends that information to Tabi Connect to generate quotes in real time. Once reviewed or adjusted, the response is automatically inserted back into your email draft, ready to send.

Leverage rule and macro templates to take actions in Salesforce and Asana right from Front. Learn more. Rule templatesCreate lead in Salesforce Send task to Salesforce Send email to SalesforceMacro templatesCreate Salesforce opportunity Create Asana task 

Now you can connect Guru and Confluence as knowledge sources in Front AI settings, giving Copilot and Autopilot access to private knowledge bases for more informed responses.We've also made it easier to understand how your content is processed. Open any knowledge source to see which articles were included vs. excluded, get clear reasons when something is filtered out, and see suggested actions for improving your sync.Learn more about connecting third-party knowledge sources.

AI Translate is now supported across all chat-like channels — SMS, WhatsApp, Facebook Messenger, Front Chat, and custom channels — so you can quickly translate messages and support customers in their preferred language.Learn how to translate messages using AI. 

We've added three new analytics updates to help you better understand team performance, track internal workflows, and monitor customer demand.Task analytics: Track task volume and resolution efficiency in shared inboxes with three new metrics: new tasks, resolved tasks, and task resolution time (avg). Use these to spot bottlenecks and measure how quickly your team closes out work.Group custom report data by conversation custom fields: Now table charts in custom report dashboards support "Yes or no" and "Dropdown" conversation custom fields as grouping dimensions, so you can break down metrics by fields like issue type or location.Active accounts: Active accounts is a new metric tracking the number of unique customers who reached out over a given period, now available in custom, customer satisfaction, and workload reports. Use it to understand whether support demand is broad or concentrated, and anticipate resourcing needs.

When reviewing AI replies that draw from similar conversations, admins can now invalidate specific facts directly from the source pill. This is useful for flagging facts from old conversations that are no longer accurate. Just click the trash icon next to any fact to stop it from being used in future replies. Invalidated facts appear with a strikethrough wherever they appear, and can be re-enabled at any time by clicking the trash icon again.Learn more about fact invalidation. 

The all-new Copilot gives your team an AI assistant built directly into their inbox, pulling together account history, past conversations, and context from connected tools like your CRM and billing systems in real time. Use Copilot to find how similar issues were handled, get answers from your knowledge base and connected systems, and understand the full state of a customer relationship before responding — so your team arrives at every interaction ready to act, not scrambling to catch up.Copilot is available as an add-on for $20/seat/month our current plans, or included in the latest Enterprise plan. Learn more.  

Let customers complete requests from start to finish, without waiting for an agent. Embedded directly in your app or website, Resolve runs Autopilot Playbooks to handle everything from quick questions to complex multi-step workflows. For requests that need a human, Resolve creates a ticket with full context already captured so your team can step in immediately without starting from scratch.Autopilot Playbooks and Resolve are part of the Autopilot add-on and must be enabled by the Front team. Join the waitlist. 

Autopilot Playbooks let you define how complex work gets done: what information needs to be collected, what actions need to happen across which systems, and when to hand off to a teammate. Once defined, Autopilot runs the process: gathering missing details, taking action across connected systems, handling back-and-forth conversations, and adapting when things don't go as expected. Playbooks are built for the routine, high-volume work that requires coordination across teams and systems, so your team can focus on the cases that genuinely need human judgment.Autopilot Playbooks and Resolve are part of the Autopilot add-on and must be enabled by the Front team. Join the waitlist.  

We’ve added new integrations to help your team automate work, access knowledge instantly, and communicate more effectively—right from Front.Beep: Beep brings voice messaging into Front’s composer and sidebar, so you can record and send audio messages (with transcripts) in conversations and internal comments. It’s a faster, more personal way to explain complex issues or collaborate with your team. BuildBetter: BuildBetter helps you extract structured, actionable insights from your Front conversations. By syncing your customer data, it automatically analyzes, summarizes, and documents feedback—so your team can uncover trends, prioritize improvements, and drive retention, expansion, and conversion without manual work. Burt: Burt’s AI teammates understand logistics workflows out of the box. By connecting to your Front inbox, Burt reads incoming emails in real time and triggers actions like tracking updates, document processing, or handling quote requests—so your team can skip manual work and focus on customers. Maton: Maton connects Front with 100+ business apps and lets you build multi-step workflows using natural language. Automatically sync conversations, contacts, and tags across tools, create CRM records from new messages, or route conversations based on Front data—all without writing code. ScreenReply: ScreenReply lets you request screen recordings with a single link, no downloads required. Recordings are automatically added to your Front conversations as internal notes, complete with AI-generated summaries and timecodes. Solo: Solo is an AI-powered knowledge assistant that pulls directly from your codebase and connected sources to answer product and technical questions. With the Front integration, teammates can ask questions right from the inbox and get accurate, up-to-date answers without switching tools.

You can now create and refine both macros and dynamic variables using AI—no manual setup required.With the new Build with AI option available in the flow builder and dynamic variable panel, simply describe what you want in plain language. AI will generate the full macro decision tree or dynamic variable for you in seconds.Once generated, you’ll see exactly what changed, so you can Keep, Undo, or refine the result until it’s just right.Whether you're automating workflows or personalizing content, AI makes it faster and easier to build exactly what you need—right where you’re already working.Building macros with AI are available on Professional and Enterprise plans while building dynamic variables with AI is available on Enterprise plans only.  

New updates to the Autopilot and Copilot reports let you break down results by topic and teammate so you can see which topics Autopilot handles best and spot adoption gaps and coaching opportunities. You can also now track average Smart QA scores and team performance over time. Discover how Front’s latest AI reporting updates give you greater control and clarity over your team’s AI performance:Copilot Report: With the new Copilot by teammate table, it’s now easier than ever to track AI adoption by teammate. You can also track new metrics including:Suggested replies (%) Suggested replies sent (%) Suggested replies sent with minor edits (%)Copilot report is available with access to the Copilot add-on.Autopilot Report: See which topics Autopilot handles best with the new Autopilot by topic table. New metrics include: Conversations with Autopilot (%) Conversations resolved by Autopilot (%) Conversations handed off by Autopilot (%) Replies to resolution (avg) Autopilot replies to resolution (avg) Teammate replies to resolution (avg) CSAT score (%) Autopilot CSAT score (%) Teammate CSAT score (%)Autopilot report is available with access to the Autopilot add-on.Smart QA Report: Track service quality scores and monitor performance trends across your team with the new Smart QA score and Smart QA score over time charts. You can also have Smart QA reports delivered to your inbox by scheduling email deliveries. Smart QA report is available with access to the Smart QA add-on.

Check out new integrations that bring your key tools and data directly into Front: Asyntai: Deploy an AI website assistant that answers product questions, guides buyers, and drives higher conversions, now fully connected to Front. Automatically respond to customer inquiries in real time with an AI that knows your website, works in every language, and never misses a chat, 24/7. InstantDocs: Keep your knowledge base continuously up to date with an AI-first documentation platform built for modern teams. With the Knowledge Gap feature, InstantDocs pulls support conversations from Front, identifies missing or outdated content, and automatically creates or updates articles—so your help center improves with every ticket. KnowBe4: Teammates can report simulated and suspected phishing emails in one click, automatically routing real threats to KnowBe4’s PhishER tool for analysis. Reported messages are packaged, forwarded, and moved to a dedicated KnowBe4 inbox in Front, streamlining security workflows without leaving your inbox.

You can now connect Notion, Google Drive, and Microsoft SharePoint as knowledge sources for Front AI. When you add your preferred knowledge source, Copilot and Autopilot can generate more comprehensive and accurate replies using your trusted internal documentation.Notion — Ingest private Notion knowledge to power AI responses.   Google Drive — Currently supports Google Docs files.   SharePoint — Currently supports Microsoft Word/Doc files.All knowledge sources can be viewed and managed in the new knowledge sources section within your Front AI workspace settings, where you can add sources, filter by type, and see the last synced date.Learn more about connecting third-party knowledge sources. 

You can now test branching rules to preview how conditions and actions will work, whether you're creating a new rule or updating an existing one.This makes it easier to validate complex routing logic and ensure rules behave exactly as intended before turning them on or saving updates.With branching rule testing, you can:Test multiple rule paths in one go Get clear, actionable feedback on how each condition and action worksBuild and refine your routing logic with confidence before publishing changes with this latest update.Learn more about testing branching rules. 

You can now view every message generated by Front AI in the AI replies hub, including Copilot suggested reply drafts, Copilot suggested replies that were sent, and Autopilot replies. Get better visibility and oversight into AI-generated responses, so you can review quality and understand how AI is contributing to your workflows.  Learn more about the AI replies hub. 

If you start an AI Compose prompt, leave the conversation, and return later, Compose will remain open with your draft intact—so you can pick up right where you left off.  Learn more. 

You can now track your Core API request patterns and rate limiting directly in Front with the new API Analytics dashboard. This dashboard makes it easy to monitor your Core API consumption over time, quickly identify which endpoints are generating the most traffic, and spot where you might be hitting rate limits—all without having to piece together information from logs or error messages. Learn more.

Build smarter, more flexible advanced workflows by pulling live app data directly into macros with these new updates: Live data in macro dropdowns: Admins can now populate macro dropdown fields with real-time data from app requests. Teammates select from live options when running a macro, and their choice flows through the workflow using dynamic variables in Input Capture, Branching, and Actions nodes. New object list app request outputs: App requests now support object lists as an output type. Admins can define a schema for structured data collections, which the dynamic variable system uses to surface the correct fields in macros and rules—powering dynamic dropdowns and more advanced workflows.

New integrations that bring your key tools and data directly into Front: Triumph Rate Intelligence: Bring buy rates, lane data, and capacity directly into Front to quote faster, auto-draft spot quotes, and win more bids with precise, transparent rate intelligence. Albato: Connect Front to hundreds of apps to automate workflows—receive real-time message data, draft and send emails, reply to conversations, and export conversation data for migration. Strada: Connect AI phone agents to Front for real-time call visibility, in-call updates, and post-call summaries, ensuring seamless handoffs between AI agents and human teams. Navattic: Share personalized, interactive product demos directly from Front and track engagement to drive higher demo adoption and conversion across your go-to-market team.

You can now forward messages using message templates in rules and macros, making it easy to add context and data to forwarded messages.