Front centralizes email, SMS, chat, and social into shared inboxes so teams respond quickly without losing context. Assign owners, @mention teammates, and draft together while collision detection prevents double replies. Rules route and tag messages by account or priority; SLAs and reminders keep promises visible across shifts. Integrations surface CRM and order data next to the thread, and analytics reveal bottlenecks so leaders tune staffing and workflows based on real demand patterns.
Manage customer conversations in one workspace with clear ownership, shared drafts, and internal comments that never reach the recipient. Collision detection stops duplicate responses; quick actions file, snooze, or escalate without tab switching. Context panes show recent activity, account notes, and custom fields so replies feel informed even when multiple teams collaborate. Group inboxes mirror responsibilities—support, renewals, escalations—making workload and progress easy to understand.
Build granular rules that auto-tag, assign, and escalate by keyword, account, or channel. SLA timers respect business hours and holidays so expectations are realistic, and reminder logic surfaces at-risk threads before deadlines slip. Round-robin and load-based assignment distribute work fairly during spikes. Exceptions handle VIPs and incident updates, while scheduled checks re-queue stalled items. The result is predictable motion through queues and fewer last-minute scrambles at the end of each day.
Work across email, chat, SMS, and social from a single interface while preserving identities, opt-ins, and audit history. Native integrations display CRM attributes, order summaries, subscription status, and past conversations next to the message, reducing copy-paste errors. Webhooks and APIs sync outcomes back to internal tools in real time so dashboards stay accurate. Teams answer confidently on the first pass because the relevant context is visible at the moment they compose a reply.
Use templates with variables to standardize tone and speed up routine answers; insert forms to collect details without long back-and-forth. Workflow rules branch on tags or fields, triggering approvals, follow-ups, or scheduled sends aligned to recipient time zones. Conditional signatures and branding meet legal and regional requirements automatically. Approvals and content locks protect sensitive replies while still allowing teammates to propose edits on complex scenarios that require peer review.
Track response and resolution time, SLA health, and volume by channel, team, and customer segment. Dashboards highlight backlog risk and staffing needs; scheduled reports keep stakeholders aligned. Access controls, SSO, and audit logs secure collaboration as headcount grows or roles change. Redaction rules protect sensitive data in comments and exports. Historical comparisons make it clear whether a policy or template actually improved outcomes, replacing anecdotes with measurable results.
Recommended for support, success, sales, and operations teams that need shared visibility and consistent response times. Front provides ownership, context, and automation without forcing customers into ticket numbers. Managers see where queues slow; agents focus on the next best reply. Organizations reduce duplicate work, align with SLAs, and keep conversations personable even as volume rises across regions and channels, maintaining service quality while scaling programs and headcount responsibly.
Separate inboxes, CCs, and ad-hoc rules create delays, duplicate replies, and lost context that frustrate customers. Front unifies channels, routing, and analytics so teams respond faster and more consistently. With CRM data visible, answers are accurate the first time; SLAs keep promises explicit. Clear ownership, audit trails, and automation reduce toil and make continuous improvement possible, producing shorter queues, higher satisfaction, and collaboration that scales without losing the human touch.
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