Product updates

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.  

Company admins can now grant teammate groups (or even specific teammates) permission to create, edit, and delete teammate groups, empowering other users to manage their own group memberships and structures and saving company admins time. Learn more.  

OnTrac delivers ground shipping services across the Western United States. Front’s integration displays direct tracking URLs in relevant conversations, allowing agents to quickly access shipment details and provide accurate customer updates without leaving Front. Learn more. 

Alaska Airlines Cargo provides reliable air freight services throughout Alaska and across the United States. Front’s integration with Alaska Airlines Cargo delivers tracking information directly to your inbox, displaying cargo tracking URLs within conversations to help your team efficiently handle air cargo inquiries. Learn more.

Southwest Cargo provides air freight services across Southwest Airlines’ extensive domestic network. Front integrates with Southwest Cargo to provide convenient access to air freight tracking information within your inbox by surfacing the direct cargo tracking URL associated with your shipments within relevant conversations. Learn more.

United Cargo offers a comprehensive suite of air freight services with United Airlines’ global reach to transport shipments worldwide. Front integrates with United Cargo to display cargo tracking URLs for relevant shipments directly in your conversations giving teams instant access to comprehensive tracking details and streamlining air freight inquiries. Learn more. 

Delta Cargo offers air freight and logistics solutions, connecting businesses to markets around the world. Front seamlessly integrates with Delta Cargo, bringing essential air freight tracking information directly into your inbox by displaying the direct cargo tracking URL for relevant shipments within your conversations. This integration enhances your team’s ability to manage air cargo inquiries efficiently by providing a direct link to the most up-to-date tracking details on the Delta Cargo website. Learn more.

Front Chat now lets you initiate chats instead of waiting for visitors to reach out. Trigger a message on key pages and add quick-reply buttons or open-ended prompts. Use it to send service alerts, engage high-intent leads, highlight new features and more. Learn more. 

Skip the menus and use the new keyboard shortcut to instantly forward any message as a new conversation. Mac: ⌘ + ⌥ + J Windows: Ctrl + Alt + J Learn more about keyboard shortcuts.

You can now use account custom fields in the chatbot flow builder to branch visitor journeys alongside existing contact fields. Tailor each chat experience and route customers to the right rep for faster, more personalized support. Learn more. 

Knowledge base admins and editors can now schedule and review multiple articles at once, saving time when managing large content sets. Reviewers also receive daily reminder emails instead of a weekly digest, helping teams keep articles up to date more quickly. Learn more. 

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.