Front

Front is a customer operations platform that combines shared inbox management, customer communication, workflow automation, and AI assistance in a collaborative workspace. It helps customer-facing teams manage conversations from email, SMS, chat, and other channels while maintaining clear ownership, internal collaboration, and customer context throughout the resolution process.

1. Shared inbox operations: Front organizes customer conversations into shared inboxes where teams can assign ownership, collaborate internally, set workflows, and track responses without relying on traditional ticket-based support systems. It is designed for teams managing relationship-driven communication rather than only high-volume support queues.
2. AI assistance: Front AI provides tools such as Copilot for drafting replies, summarizing conversations, and helping agents understand customer context. AI-powered workflows can also assist with automated responses, conversation classification, and quality reviews through features such as Autopilot and Smart QA.
3. Collaboration workflows: teams can comment internally on conversations, assign responsibility, automate routing rules, and coordinate responses across departments while keeping customer communication in one shared workspace.
4. Business integrations: Front connects with CRM, productivity, and business applications through integrations and APIs, allowing teams to combine customer conversations with relevant account information and operational workflows.

Front is most suitable for customer-facing teams that need collaborative communication management, shared accountability, and automation around customer conversations, especially where a traditional help desk ticketing model does not match the way teams work.