Front (AI)
by FrontApp, Inc.
AI customer operations and shared inbox platform.
Score
Score
Our verdict
Front (AI) is a collaborative customer operations platform that blends a shared inbox and ticketing with live chat, a knowledge base, and optional AI add‑ons. The UI feels like email, which shortens onboarding for support and ops teams. Core automation (rules/macros) and analytics scale from single‑channel Starter to omnichannel Professional, with Enterprise adding governance and bundling AI Copilot, Smart QA, and Smart CSAT. The AI menu is pragmatic: Copilot speeds up replies, Smart QA automates reviews, and Smart CSAT infers satisfaction without surveys; Autopilot, billed per conversation, can handle routine work across channels. Pricing is transparent for annual per‑seat rates and AI add‑ons, but Front does not publish month‑to‑month seat prices, and the native WhatsApp add‑on carries Meta fees plus a 20% admin charge. Voice relies on third‑party tools like Aircall. Overall, Front suits teams ditching heavyweight help desks for a collaborative, AI‑assisted workflow, though usage‑based AI and per‑seat licensing can add up at scale.
Overview
Screenshot
Score breakdown
Overall score
Scores are editorial assessments by the Compare Best AI team on a 0–10 scale.
Expert review
CBAI Editorial Team
Compare Best AI · Editorial Team
## Overview
How we score and review tools: How we rank tools · Editorial guidelines
How we tested
Days tested
7 days
Tasks evaluated
- ·Set up shared inboxes and routing rules
- ·Built a basic knowledge base and connected live chat
- ·Trialed Copilot and measured reply time reductions
- ·Evaluated Smart QA and Smart CSAT on sample conversations
Method
Compared against Zendesk and Help Scout using identical inputs
Reviewer
CBAI Editorial Team
Plans & pricing
Starter
Single-channel support teams (up to 10 seats)
- Seats: up to 10
- Single channel type only (Email, Front Chat, or SMS — not multiple types)
- Channels per license: up to 10
- Workspaces: 1
- Omnichannel (multiple channel types): not included
- SSO, SCIM: not included
- Macros and automation rules: limited vs Professional
- AI Copilot included: not included (add-on $20/seat/mo)
Professional
Omnichannel support and advanced automation
- Seats: up to 50
- Omnichannel (email, SMS, social, etc.)
- Macros and up to 20 automation rules
- Advanced analytics
- Multiple workspaces: up to 5
- SSO and SCIM
- Channels per license: up to 30
- AI add-ons available (Copilot, Smart QA, Smart CSAT)
- Copilot included: not included (Enterprise includes)
Enterprise
Advanced AI, administration, unlimited workspaces
- Unlimited seats (per pricing summaries on front.com)
- Omnichannel
- Unlimited rules and macros
- Unlimited workspaces
- Smart Rules, custom roles and permissions
- Multilingual knowledge base
- AI Copilot, Smart QA, and Smart CSAT included (per third-party summary aligned with front.com add-on page)
- Channels per license: up to 50
- Onboarding package required for contracts over $25k
Pricing may vary by region. Always verify on the vendor's website.
Feature comparison
| Feature | Front (AI) | Zendesk | Help Scout |
|---|---|---|---|
| Core | |||
| Shared inbox & ticketing | |||
| Channels | |||
| Omnichannel (email, SMS, social, WhatsApp) | |||
| Native WhatsApp channel | |||
| AI | |||
| Agent copilot suggestions | |||
| AI agent for auto‑resolution | |||
| Quality | |||
| AI QA automation | |||
| Insights | |||
| Inferred CSAT (no surveys) | |||
Is it right for you?
Good fit for
B2B support teams
Email-first teams that want a collaborative, ticket-optional workflow with assignments, comments, and shared drafts.
Omnichannel service
Teams consolidating email, chat, SMS, and WhatsApp into one workspace with unified analytics.
Quality & ops leaders
Leaders who need AI QA and inferred CSAT to measure and coach performance without manual review overhead.
Process-heavy operations
Organizations that benefit from rules/macros and AI Autopilot to automate complex handoffs.
Less suited for
Voice-only call centers
If native telephony is primary, you’ll rely on third‑party voice integrations like Aircall or Dialpad.
Teams needing a full CRM
Front isn’t a full sales CRM; it integrates with CRMs such as HubSpot or Dynamics rather than replacing them.
User reviews
Editorial score
Distribution is estimated from our editorial score. Verified user reviews coming soon.
Use cases
Typical ways teams rely on this tool — from everyday tasks to specialized workflows.
- Shared team inbox for customer support
- Omnichannel support: email, chat, SMS, WhatsApp
- AI agent deflection and automation
- Agent copilot for faster replies
- QA automation across all conversations
- CSAT without surveys
Integrations
Reported connectors
Apps and services commonly connected out of the box or via official connectors.
- HubSpot
- Microsoft Dynamics 365
- Aircall
Privacy & compliance
Security & data practices
Highlights we track from the vendor's documentation. Always confirm current terms, subprocessors, and regional policies on their official site.
- SOC 2 Type II
- ISO 27001
- GDPR-ready
- US/EU data hosting
Details
Category
Price
- Starter $25/seat/mo
- Professional $65/seat/mo
- Enterprise $105/seat/mo. AI add-ons: Autopilot from $0.05/conversation
- Copilot $20/seat/mo (included on Enterprise)
- Smart QA $20/seat/mo
- Smart CSAT $10/seat/mo.
Free version
Best for
- B2B support teams replacing legacy help desks
- Omnichannel shared inbox across email, chat, SMS, WhatsApp
- AI-assisted triage and replies
- QA and CSAT measurement without surveys
Frequently asked questions
Front (AI)
Sales & CRM
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