Announcements

Congratulations to our 2025 Game Changer Award winners. These are our top customers who are raising the bar for customer service and modernizing the way customers are served.  Of these, we’d like to give a special shout out to Community Builder Award winner, Inontime (@samsheridan). This is the second year in a row that Inontime is being recognized for having the highest level of engagement within Front Community! The contributions from your team make a direct impact in helping your peers maximize use of Front so that all teams can deliver a better customer service experience. We’re thrilled you’re a part of our community 🌟 P.S. - Looking to become a support visionary, CSAT leader, or a self-service pro in 2025? Lucky for you, our winners are sharing their playbooks:How Electrical.com increases revenue and decreases response time How Bentobox unlocks unprecedented collaboration to provide exceptional support

We’re excited to share a new way to connect inside Front Community — industry groups! 🎉 These dedicated spaces bring together Front customers who work in similar industries to share insights, ask questions, and learn from one another’s experiences using Front. This has been one of the most highly requested features for our community, and we’re so glad to bring you more options to connect with peers in meaningful ways. Our first three groups are now live:🚚 Front for Logistics🏨 Front for Hospitality💡 Front for Technology You can find these groups in the Groups tab from the navigation bar, and join the group to get notified about new posts. Jump in to join discussions, exchange best practices, and meet peers solving similar challenges in your field using Front. We’ll be adding more industry groups over time as we hear from you about what would be most valuable. So join a group, share your thoughts, and invite your teammates to join the conversation too!👉 Visit the Groups tab to explo

We know you work in Front all day long, and there are so many AI features to get you much more out of your time. Join us for Front AI 101: Introduction to Front AI — your training and setup guide, a live session designed to help you feel confident using AI in Front.  We’ll walk through the best Front AI features to get started with, how to train them for your inbox, and share best practices for setting up to save time and boost productivity. You’ll leave with tips you can put to use right away. 🗓️ Save your spot:→ Register here for US time zone→ Register here for EMEA time zoneThe recording will be emailed to all registrants after the webinar. This is the first course of a Front AI educational series, so stay tuned for Front AI 201 and Front AI 301!

At Front, we believe AI should work differently: it should help your team deliver faster answers without ever compromising the customer experience. That’s why we’re excited to announce our latest product updates that help you scale VIP-level service.  Here’s what’s new:Autopilot: Autopilot is Front’s new omnichannel AI agent that gives admins control over automation. Autopilot lets you decide exactly which Topics should be handled by AI and which should go to humans. Resolve routine questions in seconds with AI-powered auto-replies informed by your help content and conversation history. Autopilot Playbooks: Define how you want Autopilot to handle customer interactions with repeatable workflows — including custom AI prompts where you need them.Front AI on more channels: Front AI is now available on more channels including email, SMS, WhatsApp, Front Chat, and customer portal, so you can uplevel your customer experience no matter where the conversation is happening: from instantly unders

We're excited to announce an update to our Create your ticketing system with Front course in Front Academy. Whether you're a seasoned Front user or just getting started, this updated course provides valuable insights and practical guidance to streamline your workflows and enhance customer service. Here's what you can expect to learn:🎟️ Ticketing fundamentals: We'll cover what ticketing is, why it's important, and how it works within Front. 🤝 Hands-on guidance: Learn how to enable ticketing, utilize ticket statuses (including new custom statuses), and leverage ticket IDs. 🔃 Workflow optimization: Discover how to automate actions using rules and macros based on ticket status. 📈 Performance insights: Understand how to track and analyze ticketing metrics within Front Analytics. 🔑 Customer portal mastery: Learn how to empower your customers with Front's new Customer Portal.This updated course will equip you to provide exceptional service, delight your customers, and keep all your ticke

We’re excited to share some big news: Front has officially crossed $100 million in annual recurring revenue.  The achievement is a rare milestone reached by less than 1% of SaaS businesses and reflects Front’s continued focus on building technology that combines human connection with operational excellence. And this milestone sets the stage for Front’s next major evolution. The next chapter of Front is about reimagining how AI and humans work together. That means delivering customer experiences that are not only faster and more personal, but fundamentally better.To learn more about the announcement, check out our blog post. Thank you again for being part of our story. We can't wait to show you what's ahead.

We’ve just made it easier to keep your inboxes covered with staffing goals for our native Workforce Management add-on. Staffing goals enable you to set minimum teammate coverage requirements per inbox and day, while flagging when your inboxes are under- or overstaffed. With Front’s native Workforce Management add-on, you can also: Streamline scheduling: Create custom recurring shifts with defined inboxes, teammates, and cadence. Get complete oversight into staffing with filterable timeline schedule views. Stay ahead of coverage gaps: Keep schedules up to date with native time-off management and coming soon, Google Calendar syncs. Quickly spot and fix staffing gaps with coverage gap alerts. Improve team productivity: Teammates get full visibility into their upcoming shifts with improved teammate schedule view. You automatically route conversations based on shift schedules and workloads, preventing burnout.  Workforce Management is available on Growth, Scale, Professional, and Enterprise

Big things are coming to Front — and you're invited to see them first. Control Shift aired on July 16 at 10am PT, where we unveiled the all-new Front, built for teams that want to scale support without sacrificing quality. 🔍 What to expect:A bold take on AI from our CPXO, Paul Teyssier New CX tools unveiled by our Head of AI, Kevin Yang A live tour of the redesigned inbox by our Head of Design, Maggie Lamas Q&A with the product and engineering teams View the webinar here! 

Today we’re announcing an all-new Front: with powerful new AI tools that keep you in control of your customer experience, and a sleek new inbox experience built for speed and clarity. Together, they enable teams to resolve faster, simplify daily workflows, and increase focus — all the efficiency gains of AI without sacrificing the quality of service they’re known for. Here’s what’s new:Topics: Simply connect a channel or select your preferred inboxes and Front AI will auto-categorize conversations for smarter routing and actionable insights.  Copilot: Speed up resolution times with suggested replies based on past conversations and help content. Smart CSAT + Smart QA: Get a complete picture of your CX and agent performance - no surveys or manual scorecards required.  Agent (coming soon): Maintain full control of automatic resolutions by directing which customer interactions AI handles autonomously and which get escalated to humans. Sign up here to express interest in participating in th

In part one of this series, we showed that customers’ familiarity with AI impacts their beliefs and expectations of AI-powered customer service. Our study uncovered three customer personas:Adopters use AI daily Dabblers use AI weekly or monthly Traditionalists use AI less than monthly or never But here’s where it gets interesting: how do these personas play out in the real world across different industries?  To find out, we surveyed 4,500 desk workers and segmented them by the types of tools or services they use the most often for work. The top four industries were software-as-a-service (SaaS), logistics, professional services, and financial services.  We saw that the number of Adopters, Dabblers, and Traditionalists isn’t evenly distributed — each industry has its own mix, leading to wildly different expectations and support preferences. See the data broken down by industry and how that should inform your CX strategy: https://front.com/blog/ai-in-cx-industry-breakdown  

Your customers aren’t a monolith, nor should your customer experience be.  Our recent study of 4,500 desk workers revealed that your customers’ relationship with AI affects what they expect from your AI-powered customer service. We uncovered three personas, and they all want different things from AI:  Daily AI users (Adopters): Recognize AI’s benefits, so expect more6X more likely than Traditionalists to agree that businesses using AI care more about their customer experiences Weekly/monthly users (Dabblers): On the fence and easy to lose70% wish AI could help without needing a human Rare/never users (Traditionalists): Skeptical yet still demand excellence3X more likely to avoid using AI-powered service (find out what channels they prefer instead) We break down exactly what each group wants and how to design experiences that work for all three. Check out the data: https://front.com/blog/state-of-service-expectations-ai-comfort-gap  

AI headlines are loud, but what’s actually working inside top support teams? Smart operations. At companies like Airbnb and Shopify, AI isn’t replacing humans, it’s clearing the path for them. And the teams seeing real success aren’t the biggest. They’re the most scalable. At Front, we’ve doubled down on support operations: investing in knowledge management, automation, and roles like Support Ops Analyst and Developer. These aren’t back-office roles: they’re the force multipliers. As Kenji Hayward shares, scaling support today means building systems, not just adding headcount. 🔗 Read why smart support leaders are investing in leverage: https://www.linkedin.com/pulse/why-future-support-scale-size-kenji-hayward-z5qlc/  

Today we’re introducing our latest features including a self-serve Help Center, new admin tools, and previewing Workforce Management to help support leaders scale support sacrificing service quality.  Here’s what's new: An exclusive first look at Workforce Management: Customize shift plans, sync your Google Calendar events, and set minimum staffing requirements. With real-time staffing visibility and conversation auto-assignment, your team stays covered and ready to deliver great service, every time.  Streamline self-serve support in the new Help Center hub: Enable your customer portal, Knowledge Base, Support Report, and chat widget in one flexible, easy-to-enable experience.   Admin tools for managing at scale: From flexible ticket statuses per inbox to detailed audit logs, these updates give support leaders the control they need to scale without the chaos. 📍Sign up here to get on the beta waitlist for Workforce Management, and get more details on how each feature works on our blog.

Today we’re announcing new features to boost your omnichannel support including AI-powered Smart QA, an all-new Dialpad integration, and improvements to Front Chat: Smart QA: Automate service quality reviews on every interaction through customizable, AI-powered scorecards. Get comprehensive and accurate agent performance insights for faster feedback loops. New Dialpad integration: Handle voice calls and SMS alongside your other channels in real time. With our all-new, enhanced voice integrations you can seamlessly handle calls from your inbox, search and comment on transcripts, and more. Dialpad is live now, with more coming later this year! Chat enhancements: Help your team deliver top-quality chat support with deeper insights, seamless mobile experiences, and third-party data in every conversation. And coming soon, you can engage customers before they ask with proactive outbound messaging. Learn more about how these new features can enable your team to deliver quality support on ever

Big things are coming to Front, and we’re giving you an exclusive first look! Rewatch our live webinar below to explore our latest product roadmap and discover new features designed to supercharge your team’s collaboration and productivity.  Here’s what we covered:✅ Recent Product Improvements – A deep dive into the latest enhancements and how they can benefit your team.🎨 Modernized UX – A sleek, intuitive design to help your agents work smarter and faster.📮 Ticketing – Updates like portal enhancements, bulk replies, and task management to streamline workflows.🤖 Self-Service Support – Improved chatbot capabilities, including outbound messaging and mobile SDKs.🧠 AI & Automation – Smarter agent assistance and insights to boost efficiency.📞 Omnichannel Integrations – Deeper voice and WhatsApp integrations, plus Connector improvements for a seamless workflow. Who should tune in?👉 Front users who want to maximize their toolkit.👉 Leaders focused on improving communication and team

Customer expectations are evolving fast. Are you ready to meet them? Join us for The State of Service Expectations, a live panel discussion with top customer experience leaders. We’ll unpack brand-new research, share honest customer feedback, and give you real strategies to elevate your support game. ✨ What you'll learn:What customers won’t compromise on — and how to exceed those expectations How people really feel about AI-powered support (and how to do it right) Easy, impactful tactics to stand out from your competition 🎙️ Featuring:Mercer Smith (VP, Community + Education at PartnerHero, author of CXOXO) Neal Travis (Head of Customer Experience at AIHR, host of Growth Support) Kenji Hayward (Head of Support at Front) 📅 Don’t miss this one — register now and take your customer experience to the next level. 

Want a closer connection between customer feedback and product decisions? At Front, we’ve built a system that works: quarterly Support Fix meetings. These syncs help surface recurring support issues, highlight customer pain points, and drive actionable product improvements. ✅ Align on customer impact✅ Track fix progress with a shared spreadsheet✅ Empower support to influence product decisions 💡 Check out the article to see how to run your own Support Fix meeting👉 Download the template 

Our latest research reveals that fast responses, seamless resolutions, and a blend of AI-powered efficiency with human care are non-negotiable for building loyalty. Customers demand more than just answers — they want solutions delivered quickly and personally, with 59% ready to churn after just a few negative experiences. This report dives into the shifting dynamics of customer service, showing how exceptional service isn’t just a nice-to-have, but a revenue driver. Discover how to exceed expectations, build lasting customer relationships, and position your brand as a leader in service excellence.  📌 Download the full report now and stay ahead of the curve.  

See how Uber Freight boosts speed, accountability, and customer satisfaction with AI and automation. When your company oversees a network of $20b of freight under management, it’s vital to ensure teams can manage the complex logistics and provide fast, high-quality communication necessary to keep goods moving efficiently. Learn how Uber Freight unified their teams and tools in Front, transforming how they work by reducing silos and fostering stronger teamwork. Join for insights on how they:Reduced reply time by 50% while raising the bar for response quality Seamlessly rolled out Front to 1,200 users in just six months Monitor and improve communication quality in real time using Front Intelligence Use Front’s advanced rules engine and no-code interface to quickly implement and test solutions Gather data-backed insights from Front analytics to help leadership prioritize and make quicker, better decisions 👉 Register today for key strategies on improving the quality and quantity of your c

How did our customer support team care for our customers while attending our week-long company offsite in Mexico? Front’s Head of Support ​@Kenji Hayward spills the beans on what it takes, including turning everyone at Front into a temporary customer support agent!  As Kenji puts it: This isn't about getting someone else to do our job — it's about getting everyone closer to our customers and product. With company-wide queue coverage, our support team was able to take a well-deserved break (even though it was only three hours — they’re true heroes!) to team bond and enjoy themselves.  👀 Read Top-Tier Support newsletter to find out how we had fun and maintained 100% CSAT the whole time.

A recent McKinsey study revealed that employees are three times more likely to be using generative AI (GenAI) today than their leaders expect. Yet, 48% feel they would use AI more if they got more training and support from their companies.  That’s where a company AI policy, describing when, where, and how to use AI, comes in. A documented AI policy aligns everyone around a shared vision of working with AI and builds confidence that AI use can be strategic. Just as important, these guardrails ensure responsible usage — lowering data, security, and compliance risks.Front’s Head of IT, ​@gregkn Greg Karp-Neufeld, shares his practical guide for implementing an AI policy, including a free download of his AI Handbook template. 👉 Learn more here