Front is a customer service platform made by FrontApp, Inc. Its base is a shared inbox, a mailbox such as a support address that a whole team reads and answers together, combined with ticketing, a system that tracks each customer request until it is resolved.
Front collects customer messages from email, chat, SMS, social media and WhatsApp in one place. Conversations are assigned to teammates or routed by automation rules, and teammates comment on a message and escalate it inside Front instead of in a separate chat tool. Each conversation shows the customer's full history. The AI features are Autopilot, an AI agent that resolves requests by following the company's policies and hands over to a person when needed; Copilot, which suggests next steps and drafts replies; and connections for external AI agents. Front also has a public knowledge base, analytics and an API for integrations.
It is a hosted service sold by subscription, priced per seat (one user) per month; the Autopilot add-on is billed per conversation.