Product updates

With our all-new integrated Dialpad experience, you can handle voice calls and SMS in real time alongside emails, live chats, and your other channels — all within Front:Real-time call actions: Receive call notifications and place calls right inside your Front inbox (no plug-in required) AI call summaries: Get up to speed with recordings and AI-generated call summaries in Front Voicemails and transcripts: Listen, comment, and tag teammates on call transcripts and voicemails Automatic status sync: Keep agents focused with automatic “busy” status syncs SMS error messaging: Instantly see if messages fail to send directly in FrontLearn more about how the new Dialpad integration can elevate your omnichannel support. 

With Front’s Mobile SDKs for iOS and Android, you can embed chat directly into your mobile app, making it easy for customers to get real-time support on the go. Learn how to set up Mobile SDK for iOS and Mobile SDK for Android.  

Smart QA replaces the need for manual ticket reviews by automatically generating scorecards and surfacing insights in a dedicated dashboard. Save time and get a more accurate picture of agent skills and quality of performance by replacing limited, manual reviews with comprehensive, automated AI scoring Here’s how it works:Customize your scorecard: Select the criteria that matter most from our extensive library like tone, professionalism, and personalization. Auto-review every ticket: Get an automated QA scorecard on each closed ticket for a more accurate view of agent skills and performance. Track quality at scale: Understand team performance and support effectiveness with dedicated analytics for your QA metrics. Now generally available, Smart QA is available as a plan add-on for customers on the latest Growth plan and above for $20/seat/month.Read the help center article to see how Smart QA can help you gain more control over service quality.

In the Resolution report, you can now filter the Resolution by tag table by custom ticket status, so you can better understand and reduce bottlenecks based on tag and custom status.Learn more.

Custom request forms are here! Now you can tailor the fields customers see when submitting a new request in the portal to add drop-downs, date pickers, file uploads, and more. You can also add branching to show relevant questions based on earlier answers. Learn more. 

The audit log lets company admins track changes made to their Front instance settings and resources. You can see who made changes, what changes were made, and when. This improves transparency, accountability, and makes delegating admin tasks safer. Learn more. 

Twilanswer is a call routing platform built on Twilio that helps businesses manage calls with ease. Forward calls, play custom messages, or route to voicemail, while keeping your personal number private. The Twilanswer integration brings Twilio voice calls into Front using the same number you already use for SMS. When a customer calls your Twilio number, Twilanswer routes the call and sends a notification to your Front inbox. The call is also automatically linked to the contact, so your team can manage calls, texts, and voicemails in one place. Learn more. 

Oversee’s AI-powered platform, AgentAI, helps travel companies scale efficiently by automating service processes. The Oversee integration with Front helps streamline travel bookings, cancellations, and exchanges, prioritizes ticket routing based on urgency and sentiment, and offers proactive incident handling. The integration comes with white-glove service for all travelers and integrates with GDS’s and back office systems. Learn more here.

Dashworks is an AI knowledge assistant that unifies knowledge sources and various tools to provide instant AI-powered answers, eliminating manual information searches. Dashworks integrates with Front to provide seamless search across conversations in shared inboxes, allowing users to quickly find relevant customer interactions, emails, and support messages without manually sifting through threads. By leveraging Dashworks’ AI capabilities, teams can instantly retrieve past conversations, summarize key discussions, and surface critical insights to improve response times and customer support efficiency. Learn more about Dashworks here.

Now you can create and edit calendar events right from the mobile app. Learn more about Front’s mobile app here.

Pull data from third-party systems (e.g., orders, shipping, bookings) into chat conversations to provide real-time updates, such as order status. Learn more about how to set up Connectors here. 

Customize how statuses are displayed in customer portal. Admins can now set external labels for custom ticket statuses, giving them full control over how ticket statuses appear to end users—like changing “Waiting on Legal” to “In Progress.” Learn more. 

Get a deeper understanding of your chatbot performance and drop offs and improve your workflows with chatbot path analysis. Learn more.

With the new “Publish” and “Unpublish” controls, you can make chatbot changes without disrupting the end-user experience. Save updates as drafts and only publish when they’re ready. Learn more about Front Chat.    

Stay connected, even offline. Now, you can access your Front conversations on mobile without an internet connection. Download past conversations up to 30 days to stay connected to your inbox on slow networks. Learn more.     

Now you can monitor ticket counts in real time for all custom ticketing statuses in the Live dashboard. Select which custom statuses to display to quickly identify backlogs, adjust assignments, and filter out irrelevant statuses.

Set reminders to update your knowledge base articles to ensure your content is always up-to-date, prevent stale information, and streamline knowledge base maintenance. Learn more.

Now your visitors can have multiple chat conversations on different issues, rather than one long thread. They’ll also be able to access their past chats for future reference. Learn more. 

AI Assist provides a unified experience for similar conversations, suggested replies, and AI summaries, helping support teams respond quickly and confidently. AI Assist is built around suggested replies, which now leverage past, similar conversations and optionally, your Front Knowledge Base. With this update, you no longer need to have a knowledge base set up to use suggested replies. Let AI generate a message draft and see which sources contributed to it for full transparency and clarity.   If you previously had suggested replies activated on a set of specific inboxes, those inboxes have been auto-enrolled in AI Assist. You can also go to the AI tab in company settings to activate this feature or update the selected inboxes and sources. AI Assist is available for beta on the latest Growth plan or above. It is free to use during open beta, but may be moved into a paid add-on in the future.Learn more about AI Assist.

The Resolution report now lets you break down resolution metrics, so you can better understand your team's performance and identify outlier conversations. This addition provides clear visibility into which conversations are negatively affecting performance metrics, enabling you to take targeted action.

 Admins can now customize how form responses appear in Front. A new option in the form channel settings lets you enable an "Advanced" email format, making responses easier to read. This works for forms hosted in your Front knowledge base or anywhere else. Learn more. 

You can now disable Front branding in calendar invite emails using the Calendar Invite Branding setting. By default, this is turned on, but you can switch it off to keep your invites aligned with your own branding. Learn more.

You can now connect up to five knowledge sources to power AI Answers in Front Chat chatbots. This makes it easy to pull information from multiple external websites or knowledge bases. Learn more.

Now you can bulk enable ticket statuses or ticket IDs across multiple inboxes in one simple step. This update makes it easier for admins to set up ticketing quickly, even for a large number of inboxes.  New to ticketing? Learn more about getting started. 

Now you can filter your analytics reports by ticket status, enabling you to report only on conversation segments in a specific status and filter out conversations that don’t require resolution.