What’s New in Front, August 2026: trusted AI, clearer QA, customer journey insights, and new integrations

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 here

Get 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 knowledge

• Connect 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 clearly

• Evaluate 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 intention

• Export 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 tools

• Bring 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 resources

• Hear 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 live

• Join 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.