Front
Procurement partnerAbout
Front is an AI-powered customer operations platform that enables customer service, sales, operations, and account management teams to manage and resolve customer requests across email, chat, SMS, WhatsApp, and other channels in a single workspace. The platform combines shared inboxes, ticketing, live chat, and AI agents (including automation and AI assistants) to handle complex, multi-team customer workflows. Over 9,300 businesses use Front to coordinate customer work, automate routine tasks, an...
Details
Website
front.comOfferings
15 active
VenSearch Intelligence
Ideal Customer
- Front serves businesses across SMB, mid-market, and enterprise segments, with G2 reviewer data showing its largest segment is small businesses (50 or fewer employees, ~49% of reviews) followed by mid-market (51–1,000 employees, ~41%).
- The company has reported particular traction in the mid-market and enterprise sectors, where new business expanded at nearly twice the rate of other segments in recent years.
Key Differentiators
- Front's primary differentiator is its collaboration-first architecture, which embeds team coordination tools—internal comments, @mentions, shared drafts, and collision detection—directly within customer conversations rather than converting them into depersonalized ticket numbers, preserving the feel of 1:1 email for customers.
- The platform is specifically positioned for complex B2B customer operations involving multi-team, multi-system, multi-step workflows where context and handoffs are critical—a segment it distinguishes from high-volume, simple ticket deflection platforms.
Industries Served
- Front serves a broad range of B2B industries with particular traction in logistics and supply chain, technology/SaaS, financial services, manufacturing, professional services, and travel.
- The platform is also used in healthcare, as evidenced by customer Trusted Health, which serves over one million clinicians.
Service Coverage
- Front operates globally, serving more than 9,300 businesses across 100+ countries.
- The company is headquartered in San Francisco, California, with additional offices in Chicago, Illinois; Paris, France; Dublin, Ireland; and Santiago, Chile.
Partnerships
- Front has 160+ out-of-the-box integrations with major platforms including Salesforce, HubSpot, ClickUp, Aircall, Dialpad, and most recently Zoom Contact Center (announced June 2026).
- The company operates a formal Integration Partner Program that enables third-party developers to build and publish integrations to Front's marketplace.
Company Size & Ownership
- Front was founded in 2013 in San Francisco by Mathilde Collin and Laurent Perrin, with early roots in the Y Combinator 2014 summer batch.
- The company employs approximately 500–518 people as of late 2025, up from around 400 in mid-2024.
Compliance & Certifications
- Front holds SOC 2 Type II and ISO 27001 certifications, and its infrastructure is hosted on Amazon Web Services (AWS) using AES-256-bit encryption at rest and TLS encryption in transit.
- The company does not publicly claim HIPAA, PCI-DSS, or FedRAMP certifications.
Compiled from public sources by VenSearch · Last researched October 13, 2026
Offerings
15 offeringsAutopilot
Autopilot is Front's AI agent for customer service automation that can resolve up to 70% of customer requests, including complex ones like quote requests and multi-team escalations. Users can build custom Autopilot agents tailored to specific brands, teams, regions, or processes, each with its own identity, permissions, knowledge sources, and tone. Autopilot uses Playbooks to execute multi-step workflows across connected systems and teams, and supports human escalation when needed.
Compass
Compass is Front's AI agent performance monitoring tool that scores every conversation handled by AI agents in Front, whether powered by Autopilot or external providers like Claude or Codex. It evaluates replies on quality standards such as tone, clarity, and empathy, provides AI-inferred CSAT scores without requiring surveys, and surfaces specific improvement recommendations for each agent. Teams can review and approve suggested fixes directly within the platform.
Copilot
Copilot is Front's AI assistant that proactively surfaces account signals, drafts replies, summarizes conversations, and prepares agents for customer interactions. It searches across conversations, help content, attachments, the web, and connected tools to answer questions and generate on-brand message drafts. Teams can create one-click Skills for frequent prompts and Routines to automate recurring work like meeting prep, follow-ups, and account monitoring.
Email Management
Front's Email Management solution replaces traditional email clients with shared inboxes designed for team collaboration, AI-assisted workflows, and fast customer response. It supports shared mailboxes and distribution lists alongside personal email addresses, with features including automated routing, @mention collaboration, AI-drafted replies, and no-code workflow rules. The platform also centralizes WhatsApp, SMS, chat, and more in the same hub alongside email.
External Agents (Bring Your Own Agent)
External Agents allows customers to connect AI agents built with third-party providers such as Claude, Codex, Sierra, and Decagon directly into the Front platform to work alongside human teammates. Each external agent can be assigned its own identity, permissions, and instructions per brand, team, or region, and can be assigned or @mentioned on tickets with full oversight of their actions. Compass automatically scores every external agent reply and provides improvement recommendations without requiring manual audits.
Front for Customer Support
Front's Customer Support solution is designed for support teams handling complex, cross-departmental tickets that require coordination across multiple teams and tools. It provides AI automation for triage and resolution, real-time collaboration features for escalations and handoffs, and analytics for tracking SLAs, workload, and CSAT. The platform replaces legacy help desks with a unified system that keeps customer context intact across every touchpoint.
Front for Inbound Sales
Front's Inbound Sales solution is built to help sales teams manage quote requests, route inquiries, coordinate internally on pricing and approvals, and hand off deals with full context. It brings AI automation to sales workflows, allowing teams to handle high volumes of requests with speed and accuracy while staying in control of high-stakes decisions. The platform unites quote requests, internal threads, and follow-ups in a single workspace to accelerate the sales cycle.
Front for Operations
Front's Operations solution provides an AI command center for orchestrating customer operations across multiple teams, workflows, and systems from a single platform. It allows operations leaders to design and automate multi-team processes, monitor AI and human performance, and maintain a complete view of all customer communication and handoffs. The platform is designed to scale with growing business complexity without requiring teams to grow proportionally.
Integrations & API
Front offers 160+ out-of-the-box integrations with third-party tools and systems to reduce context switching and power workflow automations within the platform. Teams can also build custom no-code integrations directly in Front using Connectors, or use the open API to connect any system. Integrations enable real-time data sync and actions across a company's existing technology stack without leaving the Front workspace.
Knowledge Base
Front's Knowledge Base feature allows teams to document answers and help content that can be used to power faster and more accurate replies for both agents and AI. It is accessible directly from the inbox so agents can reference or search it without switching tools, and it feeds AI features like Autopilot and Copilot to enable self-serve and AI-assisted resolutions. The Knowledge Base is described as a way to stop answering repetitive questions.
Live Chat
Front's Live Chat feature enables customer support teams to help customers in real time directly within the Front platform. It is part of Front's omnichannel offering and is described as chat that customers do not hate, integrating with the broader shared inbox and ticketing system. Live chat conversations are managed alongside email, SMS, and other channels in a single workspace.
Omnichannel
Front's Omnichannel feature centralizes customer communication across email, voice, live chat, SMS, WhatsApp, social media (Facebook, Instagram), and Slack into a single AI-powered workspace. It routes queries to the right person or team, provides AI-summarized customer context, and supports automated ticket categorization and load balancing across all channels. Teams can transition seamlessly between AI agents and human support within the same unified conversation thread.
Smart CSAT
Smart CSAT is Front's AI-inferred customer satisfaction feature that provides satisfaction scores on conversations without requiring customers to complete surveys. It uses AI to assess how customers feel based on the conversation itself, giving teams instant visibility into service quality. Smart CSAT is included as part of Front's AI platform capabilities.
Smart QA
Smart QA is Front's automated quality assurance feature that reviews every support ticket using AI-powered scorecards rather than relying on manual sampling. It provides fast, reliable feedback on agent performance across all tickets and allows teams to customize the criteria used for quality evaluation. Smart QA is part of Front's broader analytics and performance monitoring capabilities.
Ticketing
Front's built-in help desk ticketing system allows support teams to track, organize, and resolve customer tickets across all communication channels including email, chat, and SMS. It includes AI-powered ticket triage and routing, custom ticket statuses, load balancing rules, a customer-facing ticketing portal, SLA tracking, incident management, and ticket splitting. Unlike traditional ticketing systems, Front maintains the appearance of a personal 1:1 conversation to the customer.
Considering Front?
Our team will work with you to determine if Front is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.