What Front does
Front provides a shared inbox platform intended to help support and operations teams manage customer conversations collaboratively. The product brings together email, chat and other channels into a single interface, letting teams assign, discuss and respond to messages without losing context. By centralising communications, Front aims to reduce duplicate replies and improve accountability across support requests. It primarily targets businesses looking for a more structured way to handle high volumes of customer interactions.
Front is most relevant to companies or teams managing shared customer-facing email addresses, like support@ or info@, where coordination and efficiency directly affect customer satisfaction. It typically appeals to customer support departments seeking visibility, workflow controls and collaboration that standard email clients do not provide.
What sets it apart
Front combines email, chat and workflow tools in a single collaborative inbox.
Key features
- ◆Shared inbox management
- ◆Email assignment and collaboration
- ◆Multi-channel message routing
- ◆Internal team discussions
- ◆Conversation history tracking
- ◆Message prioritisation and filtering
What teams use it for
- Respond to shared support emails as a team
- Route and escalate customer queries
- Discuss cases internally before replying
- Track progress on customer conversations
Pros
- +Centralises support communications
- +Enables internal collaboration on tickets
- +Reduces duplicate responses
- +Provides visibility on customer requests
Cons
- −Can require significant process change
- −May be overkill for basic support needs
- −Learning curve for new users
Integrates with
Our verdict
Best suited for teams where collaboration on customer support tickets is critical. Smaller teams or those with simple workflows may find it more than they need.
Frequently asked questions
Which communication channels does Front support?+
Front integrates with common email providers and can bring in messages from chat and social media platforms. For the full list, check the official Front integrations page.
Does Front let teams assign messages to specific people?+
Yes, messages and conversations can be assigned for clear responsibility and follow-up.
Can Front be used for sales as well as support?+
While primarily built for support and shared inboxes, some teams use Front for sales inboxes where collaboration is needed.
Where can I find Front's pricing and plan details?+
For up-to-date pricing information, please visit Front's official pricing page.
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