What’s New in Front, October 2026: AI agents, proactive account tools, richer reporting

This month, bring your people and AI agents together to coordinate customer work and stay ahead of account needs. Explore richer reporting, new ways to turn conversations into insights, and resources to help your team put AI to work.

AI agents & more: Coordinate your entire customer team

Explore how Front brings people, AI agents, and customer context together to keep work moving and help your team stay one step ahead. Read the full blog post here.

• Bring your people and AI agents together. Coordinate customer work across humans and AI agents in Front, with shared context to keep everyone working together.
• Keep work moving with guided handoffs. Guide handoffs between people and AI agents so customer work can move forward with context.
• Evaluate your AI agents. Use agent evaluation tools to assess how your agents perform and identify opportunities to improve.
• Test agents before putting them to work. Agent testing tools help you try out how agents handle customer work.
• Bring customer history together with Accounts. Keep account context connected to customer work so your team can stay ahead of customer needs.
• Catch up with AI summaries. Bring customer history and next steps together, making it easier to understand where things stand.
• Stay proactive with Copilot routines. Receive meeting briefs, follow-ups, and churn-risk alerts in your inbox so you can prepare for customer conversations and act on next steps.

See performance clearly, from conversations to API usage

• Dig deeper with richer conversation exports. Use expanded conversation exports to explore your conversation data in more detail.
• Understand task performance. See task metrics across teammates, inboxes, and tags to better understand how your team handles work.
• Build richer dashboards with the reports API. Access more analytics metrics through the reports API to bring additional performance insights into your dashboards.
• Investigate API usage by token. Use API analytics’ token-level breakdown to investigate traffic spikes or throttling.

Even more improvements

• Turn customer conversations into product insights with Modem. The new Modem integration captures Front conversations and groups feedback into topics. Use Modem’s agent to draft tickets with context and notify customers when their requests ship.
• Capture the right details before resolving conversations. Required tag or custom field rules can also require conversation custom fields, helping your team collect consistent data. Require tag lists, custom field groups, or both in a single dialog, with every field in a selected group required before resolution.

Become a Front Champion

• See how Branch Insurance does more with Front. Watch how Branch Insurance saved $700K and cut tooling costs by 60% with Front in its video testimonial.
• Share your Front story. Has Front helped your team save time, respond faster, or create happier customers? Submit the survey for a chance to have your story featured like Branch Insurance’s. The first 20 respondents receive a $50 gift card.

Resources and replays

• Learn the new AI features in Front Academy. Get familiar with Front’s new AI capabilities and how to use them. Enroll in Front Academy.
• Join the webinar series: Running agents in customer work. Explore how to put agents to work in customer workflows. Register for the series.
• Catch the live demo replay: Your team and AI agents together in Front. Watch the replay to see people and AI agents working together in Front. Play it now.
• Explore the AI Agent Disconnect Report. Read Front’s new research on agent coordination.

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.