Product updates

New updates to the Autopilot and Copilot reports let you break down results by topic and teammate so you can see which topics Autopilot handles best and spot adoption gaps and coaching opportunities. You can also now track average Smart QA scores and team performance over time. Discover how Front’s latest AI reporting updates give you greater control and clarity over your team’s AI performance:Copilot Report: With the new Copilot by teammate table, it’s now easier than ever to track AI adoption by teammate. You can also track new metrics including:Suggested replies (%) Suggested replies sent (%) Suggested replies sent with minor edits (%)Copilot report is available with access to the Copilot add-on.Autopilot Report: See which topics Autopilot handles best with the new Autopilot by topic table. New metrics include: Conversations with Autopilot (%) Conversations resolved by Autopilot (%) Conversations handed off by Autopilot (%) Replies to resolution (avg) Autopilot replies to resolution (avg) Teammate replies to resolution (avg) CSAT score (%) Autopilot CSAT score (%) Teammate CSAT score (%)Autopilot report is available with access to the Autopilot add-on.Smart QA Report: Track service quality scores and monitor performance trends across your team with the new Smart QA score and Smart QA score over time charts. You can also have Smart QA reports delivered to your inbox by scheduling email deliveries. Smart QA report is available with access to the Smart QA add-on.

Check out new integrations that bring your key tools and data directly into Front: Asyntai: Deploy an AI website assistant that answers product questions, guides buyers, and drives higher conversions, now fully connected to Front. Automatically respond to customer inquiries in real time with an AI that knows your website, works in every language, and never misses a chat, 24/7. InstantDocs: Keep your knowledge base continuously up to date with an AI-first documentation platform built for modern teams. With the Knowledge Gap feature, InstantDocs pulls support conversations from Front, identifies missing or outdated content, and automatically creates or updates articles—so your help center improves with every ticket. KnowBe4: Teammates can report simulated and suspected phishing emails in one click, automatically routing real threats to KnowBe4’s PhishER tool for analysis. Reported messages are packaged, forwarded, and moved to a dedicated KnowBe4 inbox in Front, streamlining security workflows without leaving your inbox.

You can now connect Notion, Google Drive, and Microsoft SharePoint as knowledge sources for Front AI. When you add your preferred knowledge source, Copilot and Autopilot can generate more comprehensive and accurate replies using your trusted internal documentation.Notion — Ingest private Notion knowledge to power AI responses.   Google Drive — Currently supports Google Docs files.   SharePoint — Currently supports Microsoft Word/Doc files.All knowledge sources can be viewed and managed in the new knowledge sources section within your Front AI workspace settings, where you can add sources, filter by type, and see the last synced date.Learn more about connecting third-party knowledge sources. 

You can now test branching rules to preview how conditions and actions will work, whether you're creating a new rule or updating an existing one.This makes it easier to validate complex routing logic and ensure rules behave exactly as intended before turning them on or saving updates.With branching rule testing, you can:Test multiple rule paths in one go Get clear, actionable feedback on how each condition and action worksBuild and refine your routing logic with confidence before publishing changes with this latest update.Learn more about testing branching rules. 

You can now view every message generated by Front AI in the AI replies hub, including Copilot suggested reply drafts, Copilot suggested replies that were sent, and Autopilot replies. Get better visibility and oversight into AI-generated responses, so you can review quality and understand how AI is contributing to your workflows.  Learn more about the AI replies hub. 

If you start an AI Compose prompt, leave the conversation, and return later, Compose will remain open with your draft intact—so you can pick up right where you left off.  Learn more. 

You can now track your Core API request patterns and rate limiting directly in Front with the new API Analytics dashboard. This dashboard makes it easy to monitor your Core API consumption over time, quickly identify which endpoints are generating the most traffic, and spot where you might be hitting rate limits—all without having to piece together information from logs or error messages. Learn more.

Build smarter, more flexible advanced workflows by pulling live app data directly into macros with these new updates: Live data in macro dropdowns: Admins can now populate macro dropdown fields with real-time data from app requests. Teammates select from live options when running a macro, and their choice flows through the workflow using dynamic variables in Input Capture, Branching, and Actions nodes. New object list app request outputs: App requests now support object lists as an output type. Admins can define a schema for structured data collections, which the dynamic variable system uses to surface the correct fields in macros and rules—powering dynamic dropdowns and more advanced workflows.

New integrations that bring your key tools and data directly into Front: Triumph Rate Intelligence: Bring buy rates, lane data, and capacity directly into Front to quote faster, auto-draft spot quotes, and win more bids with precise, transparent rate intelligence. Albato: Connect Front to hundreds of apps to automate workflows—receive real-time message data, draft and send emails, reply to conversations, and export conversation data for migration. Strada: Connect AI phone agents to Front for real-time call visibility, in-call updates, and post-call summaries, ensuring seamless handoffs between AI agents and human teams. Navattic: Share personalized, interactive product demos directly from Front and track engagement to drive higher demo adoption and conversion across your go-to-market team.

You can now forward messages using message templates in rules and macros, making it easy to add context and data to forwarded messages. 

Managers and support leaders can now track omnichannel performance with access to new voice metrics in Front analytics. Metrics available in the Workload report & custom reports:Inbound calls Outbound calls Abandoned calls Missed calls Call time average Call talk time average Call on-hold average Call queue time averageLearn more about voice metrics in Front analytics You can also now sync your team’s statuses between Front and Dialpad/Aircall/RingCentral:A user can now see that they are available in your telephony provider from within Front. Telephony provider → Front status configuration: An admin can now decide if their users' Front statuses should be set to busy when they are on a call. Front → Telephony provider status configuration: An admin can now decide if their Front Out of Office status should set them to unavailable in their telephony provider and Front Available status should set them to available in Dialpad/Aircall/RingCentral. This will mean that when a user changes their status in Front it will make them available or unavailable to take calls. Learn more about Dialpad, Aircall, and RingCentral.

RingCentral is a leading global provider of cloud-based business communications and collaboration solutions that seamlessly combine phone, messaging, video meetings, and contact center. Use Front’s RingCentral integration to seamlessly:Place and receive voice calls directly in your Front inbox Listen, comment, and tag teammates on call recordings Keep agents focused with automatic Busy status updates Send and receive SMS messages directly from FrontLearn more. 

Company admins can now create company-level macros and rule templates that work across all workspaces. They also get access to a centralized company rule library for managing shared workflow templates and ensuring consistent rule usage organization-wide.The company rule library includes two new templates built for control: Mirror in inbox: Automatically show conversations in both individual and shared inboxes without moving them so you can increase team visibility and unlock Front AI features for individual inboxes. Block outbound messages: Prevent outbound messages from sending when specified conditions are met.  

Front’s redesigned HubSpot and Salesforce integrations keep your CRM current with new enhancements:Sleek new user experience Sync contacts on-demand with one click Save time by logging conversations to custom objects and multiple contacts simultaneously, not just one at a time Easy-to-configure, stronger admin controls Take action in your CRM right from Front with Pre-built ConnectorsSee it in action or learn more about HubSpot and Salesforce integrations.  

Front AI is now available on Slack Connect and private channels so your team can deliver fast, high-quality support from inside Front, while customers continue chatting in Slack without knowing the difference.Autopilot: Auto-resolve Slack inquiries with replies you trust Copilot: Get suggested replies with AI trained on your past conversations and help content Topics: Categorize threads instantly to power automation and spot trends SmartQA & CSAT: Get service quality insights with zero manual surveys or scorecardsPlus, boost visibility and proactively communicate with customers in Slack from Front:  @mention any user in the channel with an auto-complete dropdown. Note: This only supports users in the existing channel, we do not support users not in the channel nor will we invite them to the channel. Compose new outbound messages from Front and have them appear in Slack.  See it in action and learn more. 

Thanks to your feedback from the summer redesign, the inbox now works harder to keep teams organized and moving. Check out these new inbox updates that make it easier than ever to navigate and act quickly with more visibility: One-click navigation: Seamlessly move between your inbox, calendar, analytics, and more. Customizable sidebar: Access your Discussions and Tasks and customize your sidebar sections to match your preferences. Inbox and workspace indicators: Instantly see which shared inbox and workspace a message belongs to. Expand to see more tags and objects: See more conversation details right in your message header.You can turn on these updates today by clicking on your profile in the bottom left corner, and toggle on Enable inbox improvements. Use this toggle to switch between versions anytime until February 9, 2026, when the updates become permanent. Learn more or see it action here.

Over the past few weeks, we’ve launched several features for Copilot and Autopilot to make it easier to build smarter automations, stay on-brand, and measure the impact of AI across your team. Here’s a quick look at what’s new.Smarter automationBranch by Autopilot answer: Quickly triage conversations using natural language questions. Extract with Autopilot instructions: Identify, extract, and transform data for more advanced routing and automation. For example, you can use this feature to detect the outbound flight date in a customer's message and escalate if the flight is within 1 day. Generate summary dynamic variable: Summarize a conversation and share it anywhere, such as in a comment or to send to a 3rd party.AI performance & insightsCopilot Report: Track Copilot usage, reply impact, and trends over time with drill-down visibility into conversation-level data. Autopilot Report: Measure automation coverage, resolution impact, and performance trends to understand Autopilot’s contribution to workload. Tone matching: Copilot and Autopilot now automatically match your team’s tone and writing style to generate on-brand replies that sound like you. Improved knowledge management: Easily import content hidden behind clicks, like public Google Docs, public Notion pages, or other external webpage content, to power Copilot and Autopilot.AI assistanceAI-prompted drafts: Draft or refine messages with a ChatGPT-style prompting experience directly in the composer. Learn more about Copilot, Autopilot, and Autopilot Playbooks.

This update brings a ChatGPT-style prompting experience directly into the Front composer. Prompt AI to draft a reply, rewrite selected text, or iterate on a message—just like you would in ChatGPT, but without leaving the conversation.Learn more.

Branch rules based on AI-evaluated instructions with structured outputs: yes/no or list of items.Why it matters:Faster automation design: describe how  in plain English and route based on the AI result Cleaner rules: replace keyword checks with intent-aware logic Structured outcomes: use strict true/false or specific labels to keep downstream actions predictableHow it works: In a branching rule, click the + icon to add a step and select Branch by AI.Available for all customers with the Autopilot add-on. This fully replaces the Ask Front AI dynamic variable.  

Credio specializes in developing enterprise-grade autonomous AI solutions for fraud, risk, and compliance teams. These AI agents can be customized for specific use cases, including fraud detection, loan underwriting, and real-time credit risk analysis. The integration of Front with Credio allows AI agents to access customer conversations stored in Front. This enables the agents to send emails directly from Front, helping Front team members respond faster while reducing manual work. Learn more.  

The Autohive integration seamlessly connects your Front workspace to Autohive's automation platform, enabling Front team members to manage customer conversations, send messages, and organize communications directly through automated workflows. The integration provides the ability to access and filter conversations, assign them to specific team members, utilize message templates for consistent responses, and coordinate efforts across various inboxes and channels. By combining Front's robust communication tools with Autohive's powerful automation capabilities, this integration helps streamline customer service operations and connect with other platforms. 

We’re excited to share that a new Salesforce integration experience is now available in Front! The redesigned integration gives your team more up-to-date reliable data, more control, and smoother workflows.What’s new:One-click on-demand refresh for contact sync Log conversations to custom objects – so conversations map to your company’s unique workflows Capture full conversation history by logging conversations to multiple contacts simultaneously A modern user experience that’s faster, clearer, and easier to configure Admin controls to set mandatory fields and default views for your teamCheck out the new capabilities in this 2-minute demo video.   

You can now convert regular rules into branching rules for any rule (individual, company, workspace, etc). Simply open a linear rule, click Convert. Learn more.

Admins can now use the macro flow builder to create multi-step modals that collect information from their teammates:Build multi-step input capture flows directly in the macro flow Builder Guide teammates through structured information collection with sequential prompts Use answers from previous steps or dynamic variables to dynamically populate the name and description of subsequent steps, making each step contextually relevantThis gives admins flexibility in how they collect information from their team, especially for complex workflows that need multiple pieces of data. See multi-step macros in action with handling Stripe refunds in Front here. Learn more.   

Users can now sync a contact to Hubspot, Salesforce, and Outlook Directory whenever they need, without asking an admin to refresh the entire contact list. You can sync contacts on-demand in one click from your integration plugin window or within your inbox.