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Front screenshot

What is Front?

Front is a customer communications platform that brings together email, chat, social media, and messaging apps into a single inbox. It's designed for teams that handle customer inquiries across multiple channels and want to avoid switching between different apps. The tool includes automation features to route messages, assign tickets, and respond to common questions, plus analytics to track response times and team performance. Front works as a freemium service, so you can start small and expand as your team grows.

Key Features

Multi-channel inbox

Consolidate email, SMS, WhatsApp, Facebook, Instagram, and live chat into one workspace

Automation and rules

Set up workflows to route messages, assign tickets, and trigger responses based on keywords or sender

Shared inboxes and collaboration

Comment and collaborate on messages with your team in real time

Analytics and reporting

Track response times, resolution rates, and team performance across all channels

Message templates

Create reusable responses for common customer questions

API and integrations

Connect to CRMs, help desk tools, and other platforms via API or pre-built integrations

Pros & Cons

Advantages

  • Saves time by centralising communications instead of jumping between apps
  • Freemium plan lets small teams get started without paying
  • Automation reduces manual work for routine customer inquiries
  • Clear analytics show which channels are busiest and how your team is performing

Limitations

  • Pricing scales quickly as you add team members or need advanced features
  • Learning curve for setting up automation rules and custom workflows
  • Limited customisation of the interface compared to some competitors

Use Cases

Small business customer support teams managing inquiries across email and social media

E-commerce companies responding to customers on multiple platforms

Sales teams tracking leads and communication history in one place

Service businesses automating booking confirmations and appointment reminders

Support teams measuring and improving response times