Front Review

Front started as a shared inbox and grew into a support platform, and that origin still shows. Where the other desks in this comparison hand a ticket to an owner, Front treats a conversation as something a team works on together - commenting, drafting and handing off inside the thread. If your support is collaborative rather than queue-driven, that difference is the whole reason to look at it.

What it does

• Shared inboxes with comments, shared drafts and assignment inside the conversation
• Omnichannel from the Professional plan; Starter is single-channel
• Rules, message templates, a no-code public knowledge base and analytics
• Autopilot handles customer conversations; Copilot assists agents; Smart QA and Smart CSAT score and survey automatically
• Multiple workspaces, SSO and SCIM from Professional

Pricing at a glance

• Per seat, per month. Starter $35, Professional $85 billed monthly; $25 and $65 billed annually
• Enterprise is $105 a seat billed annually only - Front does not offer it monthly at all
• The pricing page opens on the annual toggle with a "Save 24%" badge. On the published figures the saving is about 29% on Starter and 24% on Professional
• Seat caps are hard: 10 on Starter, 50 on Professional. Hiring past one moves you up a tier rather than simply costing more
• Enterprise is marked "most popular", which is unusual for a top tier and worth reading as a signal about where Front expects you to land
• Contracts over $25k require a paid onboarding package

AI pricing (per outcome, and stated twice)

• Copilot $20 a seat a month, Smart QA $20, Smart CSAT $10, or the QA and CSAT bundle at $25
• All three are included on Enterprise rather than charged per seat, which is most of the argument for that plan
• Autopilot, the customer-facing agent, is billed per outcome and only when it finishes the job without a human
• Front's own pages give two different figures for it. The pricing page says "starting at $0.05 per conversation"; a Front product announcement says $0.89 per resolution. We are reporting both rather than choosing the flattering one - get the number in writing before you model it
• API rate limits can be raised on any plan at $200 per 100 requests a minute per month

Before you commit

• There is no self-serve data export. You raise a request with Front support, who acknowledge within 72 hours and then process it
• What arrives is CSV folders by inbox, roughly 700MB per file, and excludes attachments, comments, anything in an individual inbox, contact data, message templates and tags
• Getting the excluded material out means writing against the API yourself
• Company admin permission is required even to make the request
• The seat caps are the thing most likely to surprise you at renewal, not the per-seat price
• No uptime percentage is published on the security page

Where it is genuinely strong

• Data residency in the United States or the European Union
• SOC 2 Type II and ISO 27001, GDPR with a data processing addendum
• AES-256 at rest, TLS 1.2 in transit, daily backups on AWS
• SAML single sign-on, OAuth, two-factor authentication, and SPF, DKIM and DMARC support
• A public bug bounty programme, which is a meaningful signal at this size

Who should buy

• Teams whose support is genuinely collaborative rather than one-ticket-one-owner
• Companies needing EU data residency without an enterprise negotiation
• Buyers who want agent-side AI included rather than metered, and will land on Enterprise anyway

Who should skip it

• Anyone who wants to be able to leave without asking permission and waiting
• Teams growing through 10 or 50 seats, where the cap forces a tier change
• Buyers who need month-to-month billing at the top tier
• Anyone modelling AI costs precisely up front, while the published figure is ambiguous

How we checked this

Plan names, prices and seat caps were read from Front's pricing page on 2026-09-23, including the monthly figures, which the page carries in its own rendering data and which also record Enterprise as annual-only. Certifications, hosting regions and encryption come from Front's security page, and the export behaviour from Front's help centre. The two different AI figures come from Front's pricing page and a Front product announcement respectively; both are Front's own, and we have recorded the conflict rather than resolving it. We could not find a published uptime figure. No review-site text was used.