Product updates

Stay organized and on top of action items with tasks. You can now create standalone tasks or linked tasks from conversations and assign them to yourself or teammates. For example, if a customer has a request that requires approval from a manager, you can create a linked task and assign it to a manager. Learn more.  

Bring voice calling and SMS seamlessly into Front with our revamped Aircall integration. With the new Aircall integration, you can:Make and receive voice calls directly in Front via a new Aircall pop-up Listen, search, and comment on voicemails, call recordings, and transcripts Automatically update agent statuses to Busy when on calls Send and receive SMS messages directly from FrontLearn more.

Admins can now set staffing requirements per inbox based on business hours, making it easier to spot overstaffing or understaffing in real time. Learn more. 

Survicate is a customer feedback platform that helps marketing, product, and research teams gather and analyze insights from email, web, and in-app interactions. With Front, conversations sync directly into Survicate's Insights Hub. Issues, feature requests, and sentiment trends are organized into topics, so teams can find what matters most without looking through conversation history. Learn more.

eesel.ai is an AI knowledge assistant that integrates with Front and other support platforms to automate customer responses. It learns from your company's content, help centers, and past tickets to help teams reduce support volume and accelerate resolution times. The Front integration lets agents instantly access answers, get AI-suggested responses based on message context, and search knowledge bases without switching tabs. Learn more. 

App servers now support dynamic subdomains. Developers can now define variable subdomains in origin URLs like https://{subdomain}.salesforce.com, enabling support for APIs that require customer-specific endpoints (e.g., Salesforce, Shopify, Netsuite).  

All rule changes are now fully auditable in the audit log, from a simple name edit to a comma tweak in an app request parameter. Our new UI makes these updates easy to scan: the side panel displays all rule properties (triggers, conditions, actions), with modified fields shown by default. Toggle “Show edits only” to view the full set, and use the “Go to resource” button to jump straight to the rule editor for quick adjustments. Learn more. 

Eliminate app switching and respond to customers even faster by replying to WhatsApp messages directly from your Front inbox. Learn more. 

When someone reacts with an emoji to a Slack or WhatsApp message, you'll see those reactions appear natively on the corresponding message in Front. Learn more about enabling Slack integration for Front here (note: you may need to re-authorize your Slack channel to enable reactions) and WhatsApp emoji reactions here.  

Users can now use the Mute and hide incoming call banner notification preference to enable or disable in-app call notifications for Front to minimize disruptions during their workday. Learn more.  

Building on our new Dialpad integration, we now support importing CSAT from Dialpad directly into Front! Now, teams can not only manage their calls in Front, but also get instant, actionable feedback on their performance in a single place. You can also see CSAT scores in Front Analytics. Learn more. 

Lorikeet makes it easy for every company to scale exceptional customer experiences with fast, personalized, and effective support. This integration helps support teams provide consistent, well-informed answers by leveraging your existing knowledge base as the foundation for AI-powered customer support. Learn more.

We’re launching a new, streamlined inbox experience to simplify daily workflows and keep your team focused with clearer prioritization and faster context.Here’s what’s new:Open, Later, and Done sections bring order to your queue Simplified conversation header gives you context at a glance Collapse your sidebar to get into "focus mode" Speed through your inbox with more discoverable shortcuts

Unlike other tools, Agent takes a quality-first approach so you can confidently automate resolutions by deciding what it can handle vs what should get routed to a human. Agent delivers accurate, personalized replies from day one by tapping into your help content and past conversations with no complex setup required. It also learns from your team and adapts over time so you can scale automation confidently without sacrificing customer experience. Sign up here to express interest in participating in the beta for Agent and we'll reach out as we have capacity. 

With Smart CSAT, you get a complete view of your customer experience by automatically inferring satisfaction scores on your tickets instead of relying on limited survey responses. Front AI also delivers more balanced scoring distributions, eliminating the skewed results typical of traditional surveys. Review results in the redesigned Customer Satisfaction report, which helps you understand customer satisfaction even faster and act on feedback with confidence. Combine with Smart QA to get clarity on both agent performance and customer satisfaction to consistently exceed service standards.Smart QA and Smart CSAT are both available now and included in the new Enterprise plan. For the new Starter and Professional plans, as well as legacy Growth and Scale plans, Smart QA is available as an add-on for $20/seat/month and Smart CSAT for $10/seat/month. 

Resolve queries faster with Copilot’s suggested replies based on past conversations and help content – all while maintaining control and oversight. Agents can review, edit, and personalize suggested replies and as they adjust these AI-powered suggestions, Front AI continuously learns, improving replies over time.Copilot is available now and limited usage is included in all current plans and our legacy Growth and Scale plans. Unlimited usage is available for the current Enterprise plan and customers on the new Starter and Professional plans, as well as legacy Growth and Scale plans, can purchase the Copilot add-on for $20/seat/month for unlimited usage. Learn more.  

Simply connect a channel or select your preferred inboxes and Front AI analyzes your past conversations to automatically categorize customer inquiries into Topics. Leverage Topics to identify trends, route messages to the right team members, and pinpoint areas for improvement.Topics will be available for all current pricing plans and our legacy Growth and Scale plans. Learn more.  

Now even more features will display in dark mode with the setting enabled: analytics, full-screen calendar, contacts manager, and sequences. Turn dark mode on or off under Preferences → Theme.

You can now create rules based on Dialpad Voice and SMS activity. This includes a new trigger: Call event is received. Choose either call or voicemail transcript to automate workflows.

Admins can now create macros that include application objects as part of the Collect teammate answers step. Topics that belong to that app object and are part of the conversation will appear as options in the dropdown. Admins can leverage the selected Topic in the action step through the use of dynamic variables. For example, an admin can define that the input should capture Jira tickets. Any Jira tickets associated with the conversation when the macro is run will appear in the dropdown for the teammate. Learn more.  

You can now send WhatsApp templates by creating them right in Front (including desktop and mobile) vs. navigating to WhatsApp and automating messages with WhatsApp message templates in auto-reply rules and macros. ​​​​​​Learn more. 

Conveyor streamlines customer trust processes by automating secure document sharing and providing instant responses to security questionnaires and RFPs. This integration embeds Conveyor’s questionnaire-handling features within Front. Conveyor automatically receives, evaluates, and initiates security questionnaires that meet specified criteria, highlighting any issues directly within Front conversations. Learn more. 

viaSocket is a no-code automation platform enables teams to automate tasks, synchronize data, and boost overall productivity across different industries and without any code. By connecting viaSocket with Front, you can automate communication workflows such as sending emails, creating tags, or syncing messages, based on events like new leads, customer inquiries, or task updates that occur in 5000+ other applications. Learn more.  

We’ve made new improvements to the Dialpad integration: Updated permissions: Company admins will be the only ones that can set up channels now. They will be able to add all phone numbers, including personal lines to Front. Queued calls support: We will now show queued calls within Front! This means that if a call center or department has call queues set up, we will show when a call is queued and waiting to be assigned to a user to ring.Learn more

Winslow is an AI-powered HR assistant that helps employees and HR teams find answers to questions about company policy, benefits, and procedures. With Front’s integration with Winslow, your teammates gain instant access to internal HR documents, company-specific context, and timely support by bringing answers directly into your workspace. Learn more.