Announcements

Hi Front Community! 👋This month, we shared a collection of educational resources to help you get the most out of Front and AI features. Whether you're planning your rollout or deepening your expertise, here's one place to review all the goodies: 🚀 AI 101 Basics: Get StartedType: Tips with short videosStart here for the big picture. We walk you through the strategic framework: how Topics reveal what customers need, how Copilot assists your team, when to scale with Autopilot, and how knowledge sources power accuracy. Perfect for planning your AI rollout or understanding how the pieces fit together.Read and watch tips 🎥 YouTube Playlist: Front AI FeaturesType: Short videos seriesReady to configure? These bit

I wanted to highlight a feature that hasn’t gotten a big spotlight recently, as our Autopilot and Copilot features have. It’s very powerful nonetheless, so don’t sleep on it: Smart CSAT.This is an AI-powered feature in Front that infers customer satisfaction for every meaningful conversation, without relying on your customers filling out surveys. Instead, Smart CSAT automatically analyzes sentiment and effort to give you a more accurate, reliable view of the customer experience.Traditional CSAT surveys only capture feedback from the happiest or most frustrated customers, leaving you with an incomplete picture of customer satisfaction. The majority of your customers are silent.We created a new short video to show you how Smart CSAT:Fills in the gaps left by manual CSAT surveys

Hey there, I’m Matthew, Front’s Director of Product Education, and I wanted to get on here and write to you all directly about Front AI. I know the constant "AI this or AI that" can feel like drinking from a firehose, and I've been there too – it's easy to get inundated with marketing instead of real help. That’s why I wanted to write directly to you with synthesized tips on how my team and I actually use Front AI.I'm biased, but I truly believe Front’s approach – integrating AI with your team, not replacing them – is the way of the future. Using it has genuinely helped my team stay productive, kept our customers happy, and maintained my sanity.So, here are 4 helpful tips to get started with Front AI, coming from a real person (me) and not an AI bot 😉.  1. Use Topics to decode the

We’ve shipped 15+ product updates designed to make support teams faster, clearer, and more consistent in Front, all inspired by you. We go over them all here: You’ll see the latest features, including:A faster, clearer inbox that cuts through the noise Sharper AI replies that reduce editing time Automation that finally handles complex workflows Slack auto-replies powered by your past conversations and help content Redesigned Salesforce and HubSpot integrations to keep your CRM up to dateP.S. Click Subscribe

Join Front’s community team for three hands-on Connectors workshops starting this week on January 15th! Connectors allow you to easily integrate with external services without writing any code! Follow along as we automate workflows between Front and your 3rd-party tools.  January 15: Salesforce <> Front workflows: Use Connectors to update Salesforce objects directly from your inbox. January 22: HubSpot <> Front workflows: Use Connectors to easily manage customer data in HubSpot. January 29: Jira <> Front workflows: Use Connectors to create Jira tickets from Front with just a few clicks.Register nowCan’t make it? No problem! Join the

We’ve put together a new YouTube playlist to help you and your team get up and running with Front AI in just a few minutes. These short, focused videos walk through Front’s suite of AI tools, built to support your business and save your team time with smarter automation. You’ll find:A general overview of Front AI and where to use it How to set up knowledge sources so AI can answer accurately Using Topics to categorize what customers email about Composing messages with AI Copilot Using suggested replies to speed up responses …and more!Share the playlist with your team so everyone can learn how to use Front AI consistently and get more valu

In this course, you’ll learn how Copilot supports you throughout your workflow — summarizing long threads, surfacing helpful insights, suggesting polished replies, and helping you draft or refine messages with ease.Through hands‑on activities, you’ll explore how to:Understand conversations instantly with AI Summaries Use similar conversations and knowledge articles to find the right information Respond faster with suggested replies Draft and refine messages using AI Compose Communicate clearly with Translate and Rewrite toolsBy the end of the course, you’ll know how to combine these features to reduce manual work, improve response quality,

While the season is full of gifts destined for regifting, these product updates aren’t. Your feedback has played a huge role in shaping our latest updates, including: A faster, clearer inbox that cuts through the noise Sharper AI replies that reduce editing time Automation that finally handles complex workflows Slack auto-replies powered by your past conversations and help content Redesigned Salesforce + HubSpot integrations to keep your CRM up to date You can see all 15+ features in action in the full blog recap with demo videos

Since the inbox redesign this summer, we’ve heard what you love—and what could be better. Based on your feedback, the improved inbox is available to try out starting today, December 15th. The new inbox will be off by default, but can be turned on in your personal settings until February 9th, 2026.  Here’s what’s new: One-click navigation: We’ve moved the navigation menu to the left-hand sidebar for quick access to your calendar, analytics, and more. Customizable sidebar: A

You can now @mention contacts in the email body to boost visibility and ensure the right people are included automatically. Simply type “@” and a contact’s name and select from the list of contacts that appear. They will also be added directly to the sender field so you can ensure the right contacts receive the right message. See a 30-second demo: This was a popular request! Share your feedback with us by replying to this post. 

We’ve received a lot of thoughtful feedback about the inbox experience in Front after the new UX launched this past July. We hear you!So, to focus our efforts where it matters most, we’ve created a dedicated beta group for the inbox UX. In this beta group, our product team will share early designs and flows for your input. If you’re interested in shaping what ships next, we’d love to have you. 📍Join the beta and give feedback What to expect:Previews of inbox improvements Short feedback activities and quick polls Updates on what

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 conv

Hey community, Cori here from Front!As a manager of a customer support team, I wanted to share about a feature I’ve been using heavily that might be helpful for you as well: Smart QA has become a valuable assistant to help me spot support quality opportunities quickly and better coach in 1:1s with my team members. The best part — it happens automatically and doesn’t add any additional manual review time for me. Here’s a walkthrough of how I use it: As you can see, Smart QA helps me accomplish a few key goals:Close the loop quickly: Turn QA findings into targeted coaching notes and actionable follow-ups. Catch what matters, not just what’s “measurable”: Smart QA flags responses that miss answering key questions or drift on tone, so I coach

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 del

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💡 

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

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

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.

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

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 te

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! 

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?  

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

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: