Front Implementation PartnerYour shared inbox shouldn't be a shared headache.
Two people replying to the same client. Conversations nobody owns. Internal debate happening in forwards and side channels. We set up Front so email-heavy teams get ownership, visibility, and speed without making customers change how they reach you.
Sound familiar?
Most teams turn Front on and keep working the way they always did.
The platform is built for collaboration. Configured well, it changes how the whole team handles inbound. That's the part we do.
What We Do
What We Do With Front
Front is the shared inbox and customer operations platform for teams whose customers live in email. It keeps the familiar inbox experience and adds the things a shared mailbox never had: ownership, rules, collaboration, analytics, and AI.
We configure Front so your team gets the full value: clean routing, rules that hold up under volume, internal collaboration that stays on the conversation, and integrations that put customer context next to every conversation.
Implementation and Setup
Full Front deployment from scratch. Shared inbox architecture, channel setup (email, SMS, WhatsApp, chat, social), team and workspace structure, tags, assignment logic, rules, macros, and analytics. We design the inbox layout around how your team actually works so the first day in Front feels faster than the last day in your old tool.
Migration
Moving from Gmail or Outlook shared mailboxes, Zendesk, Help Scout, Freshdesk, or Intercom? We handle the transition: historical conversation import, contact and account data, rule recreation, integration mapping, knowledge base transfer, and team training. Your inbox history comes with you and nothing falls through during cutover.
Optimization and Audit
Already on Front but it feels like a slightly nicer email client? That's the most common situation we walk into. We audit your rules, assignment logic, tag taxonomy, SLA setup, macro usage, analytics, and AI configuration, then hand you a prioritized report with a roadmap for what to fix first.
Rules and Workflow Architecture
Front's rules engine is where the platform earns its keep. Routing by sender, account, keyword, or channel. Auto-assignment and load balancing. SLA timers with escalation. Tag hygiene that keeps analytics honest. Smart rules on Enterprise for conditions that plain rules can't express. We build a rule architecture that scales with volume instead of collapsing under it.
Integrations
We connect Front to the rest of your stack: Pipedrive, HubSpot, Salesforce, Shopify, Slack, Aircall, Jira, Asana, and more. Front ships 160+ native integrations. For everything else we build through Zapier (we're a Platinum Partner) and the Front API, including custom sidebar plugins that surface account data next to the conversation, and we connect AI tools to Front through its MCP server.
Knowledge Base and Self-Service
Front's knowledge base powers Copilot drafts, Autopilot answers, and customer self-service. We build and structure it: article architecture, internal versus external content, multi-language setup on Enterprise, and the content hygiene that makes AI answers accurate instead of confident and wrong.
Training and Ongoing Support
Hands-on training specific to your Front setup. Agents learn the inbox, comments, shared drafts, and Copilot. Team leads learn assignment, analytics, and QA. Admins learn rules, channels, and integrations. Most clients keep us on retainer for rule tuning, new feature rollouts, and quarterly reviews.
Who This Is For
B2B and Client Services Teams
Your customers email you. Account managers, support, and success all touch the same conversations, and the biggest risk is two people replying to the same client or nobody replying at all. Front turns those shared mailboxes into an operating system for the whole team without forcing customers into a ticket portal.
What that looks like:
Shared inboxes per team or client tier. Assignment so every conversation has an owner. Comments and @mentions so internal discussion happens next to the conversation, not in a side Slack channel. Account-level views so a manager sees every open conversation for a customer. SLA rules on contract commitments. CRM sync so sales and service see the same history.
Logistics, Finance, and Operations Teams
High email volume, lots of back-and-forth with vendors, carriers, or partners, and strict response expectations. These teams rarely think of themselves as 'support' but they run on the same problem: too much mail, no visibility, no accountability. Front was built for exactly this.
What that looks like:
Routing rules by sender domain, subject pattern, or keyword. Load-balanced assignment across the team. Tags that make volume and response time reportable by category. Shared drafts for replies that need a second set of eyes. Analytics that show where mail piles up and who is carrying the load.
Ecommerce and DTC Brands
For brands that want a collaborative inbox with omnichannel support, Front covers email, SMS, WhatsApp, social, and chat in one place. We integrate Shopify so agents see orders next to the conversation. If you're deciding between Front and Gorgias, we know both platforms deeply and will tell you honestly which one fits.
What that looks like:
Shopify order data in the sidebar. Autopilot handling order status and return questions. Macros for the top twenty ticket types. Rules routing VIP customers and wholesale accounts to the right people. Klaviyo, Recharge, and Loop Returns connected through Zapier. CSAT, plus Smart CSAT on Enterprise, tied to conversation outcomes.
Front AI
Front's AI Products (and How We Configure Them)
Front describes its AI as human-in-control. That's the right idea, and it only works when the knowledge base, rules, and handoff logic underneath are built properly. We set up every piece.
Autopilot
Front's omnichannel AI agent. It resolves inquiries end to end using your knowledge base and connected systems, hands off to a human when it should, and keeps working when your team is offline. A usage-based add-on on every plan, Enterprise included, priced per conversation rather than per seat so it scales with volume.
Copilot
A real-time assistant inside the inbox. Copilot drafts replies from your help content and past conversations, summarizes long conversations, adjusts tone, and helps new hires sound like veterans. Included on Enterprise, and available as an add-on on Starter and Professional.
Smart QA
Automated QA across every conversation with customizable scorecards. Replaces manual sampling with full coverage so coaching is based on the whole picture, not five random tickets a week. Included on Enterprise.
Smart CSAT
AI-inferred satisfaction ratings on every conversation, no survey required. You get a complete, objective read on customer sentiment instead of the handful of people who bother to click a survey link. Included on Enterprise.
AI agents working alongside your team
Front treats AI agents as teammates in the inbox, whether they're Front's own or ones you've built elsewhere. We connect them, set their guardrails and handoffs, and measure how they perform.
External AI agents
Bring agents built with Claude, Codex, Sierra, Decagon, and others into Front and work with them like teammates. Each agent gets its own identity and instructions, can be assigned or @mentioned on a conversation, and hands off to a human when your guardrails say so. Included on all plans.
Compass
Front's AI agent performance tool. It scores every conversation your AI agents handle, whether Autopilot or an external agent, on quality and sentiment, and shows where each one needs to improve. Included on all plans (using it with Autopilot requires the Autopilot add-on).
MCP server
Connects AI tools like Claude and ChatGPT to Front so they can securely read and act on your conversations and data, using the permissions of the Front user they act as.
Shared Inbox, Done Right
Built for teams that work in email together
Most help desks were designed around a queue of tickets and a single agent working each one. Front was designed around a conversation that several people might need to touch, and it gives them a way to coordinate without the customer ever seeing the mess.
That difference is why account managers, operations teams, and client services groups pick Front. It is also why a Front rollout fails when it's treated as a mailbox swap. Assignment, comments, shared drafts, and rules have to be set up on purpose and adopted by the team.
We design the inbox structure, build the rules, and train the team on the collaboration habits that make Front worth paying for.
Inside Front
Core Front Features We Configure
We work across the whole platform. Here's what we build for every client.
Inbox Foundation
- Shared inboxes for team addresses and personal inboxes for individuals, side by side
- Ticketing for tracking and resolving inquiries with flexible statuses
- Assignment, load balancing, and round-robin routing
- Tag taxonomy designed for reporting, not just filing
- Macros and message templates for the top ticket types
- Views and filters per team, role, or account tier
AI and Automation
- Rules engine for routing, tagging, SLAs, and escalation (Smart rules on Enterprise)
- AI Topics for automatic conversation classification
- Autopilot for autonomous resolution
- Copilot for agent-facing drafting and summaries
- Smart QA and Smart CSAT for quality and sentiment coverage (included on Enterprise)
- External AI agents working alongside your team, scored in Compass
- MCP server access for connecting AI tools to Front
- Knowledge base content structured for AI retrieval
Channels and Collaboration
- Email, SMS, WhatsApp, live chat, and social messaging
- Aircall integration for voice alongside written channels
- Comments, @mentions, and shared drafts on every conversation
- Multiple workspaces for separate brands or departments
- SSO and SCIM provisioning on Professional and above
Reporting and Operations
- Team, tag, and channel analytics with response and resolution times
- SLA reporting and breach tracking
- Workload distribution and busiest-hours reporting
- Smart QA scorecards and coaching dashboards (Enterprise)
- Custom roles and permissions on Enterprise
Our Process
How We Work
Discovery and Audit
We map your inbound volume, channels, team structure, current tools, and goals. If you're already on Front, we audit the instance. If you're migrating or starting fresh, we document requirements and the mailboxes that need to move.
Strategy and Planning
Inbox and workspace design, routing and assignment logic, tag taxonomy, SLA policy, integration map, knowledge base plan, AI rollout plan, and a timeline your team can work around.
Implementation
We do the technical work inside your Front: channels, rules, macros, views, integrations, knowledge base, and AI configuration, then test end to end with real conversation samples before anyone goes live.
Training and Launch
Role-based training for agents, team leads, and admins. Documentation specific to your setup. A soft launch with monitoring so early issues are caught in hours, not weeks.
Ongoing Support
Rule tuning as volume patterns change, AI resolution rate optimization, new feature rollouts, integration maintenance, and quarterly reviews. Your Front experts, one message away.
Front Plans at a Glance
Front's published pricing, billed annually. We help you pick the right tier and get the most out of it.
Starter
per seat/month, up to 10 seats
Essential capabilities to get started with single-channel support
- Shared inbox and ticketing
- AI Topics and up to 10 automation rules
- Basic analytics
- No-code public knowledge base
- AI add-ons available
Best for: Small teams moving off a shared Gmail or Outlook mailbox who need ownership and visibility on email first.
Professional
per seat/month, up to 50 seats
Enhanced automation and reporting for omnichannel support
- Everything in Starter
- Omnichannel: email, SMS, social, and more
- Macros and up to 20 automation rules
- Advanced analytics
- Multiple workspaces, SSO, and SCIM
- AI add-ons available
Best for: Growing support and client services teams that need more channels, more rules, and real reporting.
Enterprise
per seat/month
Advanced AI tools to accelerate resolution and elevate CX
- Everything in Professional
- Smart rules
- Unlimited rules and macros
- Multi-language knowledge base
- Custom roles and permissions
- AI Copilot, Smart QA, and Smart CSAT included
- Autopilot available as an add-on
Best for: Teams with complex routing, multiple brands or regions, or a mandate to put AI to work across the inbox.
AI add-on pricing
External AI agents, Compass, and the MCP server are included on all plans. Plan and add-on prices are Front's published list prices and may change. Ridgeline implementation and retainer pricing is scoped per engagement.
Not sure which tier fits?
Schedule a Free ConsultationThe Stack We Connect Front To
We specialize in connecting Front to the tools your support, sales, and operations teams already use.
CRM
Ecommerce
Voice
Automation
Collaboration
Help Desk (Migration)
And 160+ more through Front's native integrations, plus anything Zapier can reach.
Frequently Asked Questions
Ready to make Front work the way it was meant to?
Whether you're moving off a shared mailbox, migrating from another help desk, or trying to get real value out of a Front account you already pay for, our team has done this before. Let's talk about what your inbox needs.