Front
6.5/10Front is a customer service platform that combines shared inbox ticketing with AI agents, reply drafting, and quality analytics for support teams.
Data last updated November 2026 · Our methodology
Overview
Front began as a collaborative shared inbox and has grown into an omnichannel customer service platform with AI built in. Teams handle email, chat, Slack, WhatsApp and other channels in one ticketing workspace. The AI comes in three parts. Autopilot is an AI agent that resolves requests by itself across email, chat and Slack, and you can test it in simulations before it goes live. Copilot drafts replies and revises tone and length, drawing on conversation history, the knowledge base and connected systems. The analytics tools are Topics, Smart QA and Smart CSAT, which find conversation patterns, score quality and estimate satisfaction. Front also lets third-party AI agents work inside the platform, and Compass monitors how those agents perform. It suits support and operations teams at small to mid-sized companies that want collaborative email-style workflows with AI on top. Pricing is per seat. With annual billing, Starter costs $25 per seat per month for up to 10 seats, Professional $65 for up to 50 seats, and Enterprise $105. Copilot is a $20 per seat add-on below Enterprise, and Autopilot is billed from $0.39 per conversation. The site advertises SOC 2 Type 2 compliance, SSO and SCIM from Professional, and a public API with paid rate-limit increases. The main limitation is cost. Reviewers say AI is sold as extra charges on top of already high seat prices, and some report weak CRM syncing, HubSpot in particular.
Our Rating
Who Front is best for
Good fit
Ticketing, AI resolution, QA and CSAT tools are built for support teams.
The Professional plan allows up to 50 seats and multiple workspaces, with SSO and SCIM.
The shared inbox and multi-step Autopilot coordination fit operations workflows that run through email.
Less suited
Enterprise includes custom roles and AI features, but reviewers flag the overall cost.
Starter is affordable for up to 10 seats, but AI features cost extra.
Pros & Cons
Pros
- Collaborative shared inbox with comments and assignment, which reviewers say is easy to adopt for teams used to email.
- Autopilot can be tested in simulations before deployment, which lowers the risk of an AI agent misbehaving with customers.
- Smart CSAT estimates satisfaction even when customers skip surveys, alongside automated QA scoring.
- Lets third-party AI agents work inside the platform, so it is not locked to Front's own AI.
- A 14-day trial with Professional features and no credit card required.
Cons
- AI is priced on top of seat fees: Copilot costs $20 per seat and Autopilot is billed per conversation.
- Seat caps of 10 on Starter and 50 on Professional push growing teams into higher tiers.
- Reviewers report weak HubSpot syncing that can require manual data entry.
- Some users report bugs such as threads sorting incorrectly and automation rules not firing.
- The pricing page shows only annual prices, so monthly costs are not public.
Key Features
Front Pricing
Enterprise
or $1,260/user/year
- Custom reports
- Unlimited workspaces
- Unlimited rules and macros
- Custom roles and permissions
- Multi-language knowledge base
- AI-powered routing and tagging
- Copilot, Smart QA and Smart CSAT included
Professional
or $780/user/year
- SSO and SCIM
- Advanced analytics
- Up to 5 workspaces
- Omnichannel support
- Macros and up to 20 rules
- Customizable knowledge base
Starter
or $300/user/year
- AI Topics
- 1 workspace
- Basic analytics
- Single channel type
- Basic knowledge base
- Up to 10 automation rules
- Shared inbox and ticketing
Frequently Asked Questions
Yes. Front offers a 14-day trial with Professional features, and no credit card is required.
Autopilot is an add-on on every plan, priced from $0.39 per conversation.
Copilot is included on Enterprise. On Starter and Professional it is a $20 per seat per month add-on.
Yes. SSO and SCIM come with Professional and Enterprise, and Enterprise adds custom roles.
Front says it is SOC 2 Type 2 compliant and that its AI providers do not retain customer data or train models on it.
Onboarding is required for contracts over $25,000 and is quoted through sales.
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