Product updates

Branching rules let you define multiple action paths from a single trigger, depending on different scenarios so you can consolidate and manage more dynamic workflows within a single rule. For example, you can route conversations based on tags, account owner, business hours, etc. With branching rules, you can also leverage Connectors to check 3rd party systems in conditions and actions and tell Autopilot exactly how to handle complex inquiries with repeatable workflows. When a conversation matches multiple branches, the rule will prioritize the highest path in the list. Learn more.

From managing B2B tech support to collaborating with clients at an agency, more and more teams want to offer 1:1 support on Slack around the clock. Front’s reimagined Slack integration makes that simple. You can now manage Slack conversations in Front from both public and private Slack Connect channels, along with a slew of new features that make support easier to scale.  Here’s what’s new:Private channel support: Sync messages from private Slack Connect channels to manage 1:1, VIP, and customer conversations directly in Front.   New threading mode: Condense multiple Slack messages from a single sender into one Front conversation to reduce clutter and keep workflows organized.   Reply and react as yourself: When you handle Slack messages from Front, your responses and emoji reactions appear in Slack as if sent by you — not a bot. To you customers, it’ll look just like you’re there with them in Slack.   Measure effectiveness with Smart QA & CSAT: Automatically track support quality and satisfaction for Slack conversations alongside your other channels.Learn how to set up a Slack inboxFor existing Slack + Front users, your existing Slack inboxes will continue to work as expected. Moving to the new integration is not required, but these updates will be limited to inboxes using the new integration only. 

The same AI features you love for email are now also available for customer portal, Front Chat, SMS, and WhatsApp. Analyze, assist, and automate support no matter where the conversation is happening with the following features:Topics: Analyze conversation history to understand customer contact reasons and power automation. Copilot: Give your team a jumpstart on responding while maintaining control and oversight with real-time suggested replies. Smart QA: Optimize agent performance with fully automated QA reviews. Smart CSAT: Infer customer satisfaction across your conversations, no surveys required.With Front AI available on more channels, your team can respond faster and measure service quality wherever conversations happen.Learn more about Front AI. 

Autopilot is Front’s new omnichannel AI agent that gives admins control over automation. Autopilot only handles what’s safe to automate — fully autonomous when it should be, and smart enough to hand off when it shouldn’t. With Autopilot, you can:Take a quality-first approach to automation: Autopilot lets you decide exactly which Topics should be handled by AI and which should go to humans.  Deliver 24/7 support across channels: Resolve routine questions in seconds with AI-powered auto-replies informed by your help content and conversation history. Build flexible, repeatable workflows with Playbooks: Create branching rules with AI-prompted replies and connect third-party data. Autopilot is available as an add-on for $0.89 per resolution. Start a free 14-day trial from the Front AI page in your workspace settings.Learn more about Autopilot.

Check out new Topics improvements including:Merge Topics: You can now merge duplicate Topics and consolidate conversations into one parent Topic so you can accurately measure Topic volume. Stay up-to-date on new Topics: Front AI discovers new Topics if 30 or more days have passed since the last Topic discovery so you can stay on top of new conversation themes when they emerge. Export Topics: Export Topics using the Topics report in analyticsLearn more. 

Quickly view all your preferred charts and metrics in one place by creating a custom report dashboard to pull together your favorite charts from existing analytics reports in Front Analytics. Learn more. 

You can now export the aggregate criteria scores in the Smart QA report so you can view and analyze the data outside of Front. Learn more. 

Conduitly connects Front with all your apps so you can create no-code integrations and and automated workflows between all the apps you use, even ones that don’t have direct integrations with Front. Use Conduitly to trigger workflows from incoming Front messages, sync customer data to CRMs, update project tools, or send alerts to your team automatically. With a simple, no-code setup, you can create custom automations that fit your exact needs. Learn more.

We’re introducing a new inbox setting: Keep assignments when teammate is out of office or busy. When enabled, assignment rules ignore availability, and conversations keep their assignee even if the teammate is unavailable.Teams like Account Management, Customer Success, Solutions Engineering, Finance, or Sales, can now ensure customers conversations are routed to the right teammate for consistent, personalized support. Learn more.  

Solutions by Text (SBT) is a compliance-first messaging platform built for consumer finance, letting users securely text customers at scale. By setting up your Solutions by Text channel in Front, you can now send and receive SMS and MMS directly in Front. Connect your SBT Groups to message subscribers and leverage Front features like comments, tags, and rules to power your workflows. Learn more. 

This integration provided by our Technical Services team lets you send messages in bulk to a group of recipients, similar to a mail merge. Each message starts its own individual conversation between the recipient and the Dialpad SMS channel in Front, while still allowing you to initiate them all at once. Learn more. 

CraftCX helps businesses measure and improve AI-driven support conversations with the AXIS framework (AI Experience Score). It provides clear performance metrics and actionable insights to enhance AI Support Agent quality.The Front integration sends conversation resolution events to CraftCX, which then scores them using AXIS. Results appear in the CraftCX dashboard to guide customer experience improvements. Learn more. 

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