Verdict
Buy Front if your B2B team works from shared email inboxes and needs SLAs, strong compliance and an AI agent that hands work between people and systems. The catch is cost: email plus chat needs Professional at $65 per seat, Copilot adds $20 per seat, and Autopilot bills every conversation it touches, not just the ones it resolves.
Good fit
- B2B teams running support, account management and operations from shared email inboxes
- Companies that need EU hosting, ISO 27001 or a HIPAA BAA
- Teams that want to run their own or third-party AI agents alongside Front's
Look elsewhere
- Small teams that only need cheap email plus chat
- Teams that need native phone support
- Brands that need AI self-service in languages other than English
Pros and cons
Strengths
- Autopilot's outcome prices are public: $0.89 per resolution, $0.39 per handoff and $0.05 per triage 2.
- SOC 2 Type II and ISO 27001, with US or EU hosting and a HIPAA BAA 10,12.
- Compass scores every AI agent conversation at no extra fee 6.
- Monthly billing on Starter and Professional, with a one-license minimum 1,8.
- Users rate it 4.7 out of 5 on G2 from about 2,515 reviews 14.
Weaknesses
- Starter allows only one channel type, so email plus chat needs Professional at $65 per seat 1.
- Autopilot also charges for conversations it triages or hands off, not only those it resolves 2.
- Phone runs only through partners such as Aircall and Dialpad, and SMS through Twilio or Dialpad 1.
- Autopilot Resolve, the AI chat widget, officially supports English only 7.
- Reviewers flag per-seat cost and price increases 16,17.
Key facts
| Made by | FrontApp, Inc. |
|---|---|
| Pricing model | per agent |
| Paid plans from | $25 per seat a month, billed annually (Starter, up to 10 seats, one channel type) 1 |
| 10 agents, AI on | $130 per agent a month (Professional) |
| Free trial | 14 days |
| Channels | Email, Live chat, WhatsApp, Social messaging |
| Integrations | 130+ integrations, plus a public API and custom connectors 9,1. |
| Security reports | SOC 2 Type II, ISO 27001 |
What Front is
Front began as a shared inbox and now sells itself as an AI customer operations platform for B2B teams that span support, operations and account management 9. It serves 9,300+ businesses and connects to 130+ tools 9. Plans are priced per seat: Starter, Professional and Enterprise 1.
On October 6, 2026 Front relaunched around AI agents as teammates: custom Autopilot agents, outside agents built with other providers, and Compass to score them all 6. Its strengths are collaboration, SLAs and compliance rather than ecommerce actions or voice 1,10.
The AI agent and assist
Autopilot is Front's AI agent. It runs on email, the customer portal, SMS, WhatsApp and Slack, plus Autopilot Resolve, a chat-style widget for websites and help centers 2,7. Playbooks describe in plain language what to check, when to act and when to hand off, and Autopilot pulls data and takes actions in connected systems 3,6. Each agent can be tested before launch, and Compass scores every conversation it handles at no extra fee 3,6. Resolve officially supports English only 7.
Autopilot is billed per outcome, once per conversation at the highest level reached: $0.05 for triage, $0.39 for a handoff and $0.89 for a resolution, meaning no teammate reply within 72 hours on email or 24 hours on chat-style channels 2. It is pay-as-you-go and invoiced monthly 2. For agents, Copilot costs $20 per seat on Starter and Professional and is included in Enterprise, while Compose, Translate and Summarize come with every plan 1,4.
Help desk basics
- Channels. Email, Live chat, WhatsApp, Social messaging, plus a help center.
- Routing. Round-robin assignment on every plan, plus load balancing and rules using CRM data on Professional, and AI triage through Autopilot 1,2.
- Automations. A trigger-based rules engine: 10 rules on Starter, 20 plus macros on Professional, unlimited and smart rules on Enterprise 1. SLA policies are included.
- Languages. Autopilot Resolve officially supports English only; Translate covers other languages for agents, and Enterprise adds a multi-language knowledge base 7,1.
Pricing
A 10-agent team with email and chat must use Professional, since Starter allows one channel type 1. With Copilot for everyone and 500 Autopilot resolutions, that is 10 × $65 + 10 × $20 + 500 × $0.89 = $1,295 a month, billed annually 1,2. Autopilot also charges $0.05 or $0.39 for conversations it triages or hands off, so letting it touch the other 2,000 conversations adds $100 to $780 2. Monthly billing costs $85 per seat on Professional, volume discounts require prepaid commitments, native WhatsApp costs Meta's fees plus 20%, and contracts over $25k must buy onboarding 1,2.
Full Front pricing and bills at 3, 10 and 25 agents
3 agents
$389 /mo
$130 per agent · 750 conversations, 150 by AI
- Plan and seats
- $195
- Agent assist
- $60
- AI agent
- $134
10 agents
$1,295 /mo
$130 per agent · 2,500 conversations, 500 by AI
- Plan and seats
- $650
- Agent assist
- $200
- AI agent
- $445
25 agents
$3,238 /mo
$130 per agent · 6,250 conversations, 1,250 by AI
- Plan and seats
- $1,625
- Agent assist
- $500
- AI agent
- $1,113
Security and data
Front holds SOC 2 Type II and ISO 27001, hosts on AWS with a choice of US or EU region, and publishes a DPA 10,11. A HIPAA BAA is available, though Front may limit it to contracts above a price threshold and excludes a few features such as its native email sending 12. AI features run on OpenAI, Microsoft Azure, AWS and Google, per the sub-processor list 13. Front says its AI providers may not retain or train on customer data; it may train a customer's own model but never mixes data across companies 1,3.
- Data processing agreement. Published DPA 11
- Data hosting. US or EU hosting on AWS 10
- HIPAA. BAA available; Front may limit it to contracts above a price threshold, and a few features are excluded 12
- AI training. Front says its AI providers may not retain or train on customer data; Front may train a customer's own model but never mixes data across companies 1,3.
- AI providers. OpenAI, Microsoft Azure, AWS and Google for AI features, per the sub-processor list 13
What users say
Front averages 4.7 on G2 from about 2,515 reviews, and 4.5 on Capterra (286) and GetApp (289) 14,15,16. Recurring complaints are per-seat cost and price increases, Office 365 sync gaps after a January 2026 change, rules that fail to fire and limited built-in AI 16,17. Named customers with public stories include Boundless, Essentialist, Mixam, Next Level Sports and Bay Transit Co 1,5,6.
| Platform | Rating | Reviews | Seen |
|---|---|---|---|
| G214 | 4.7 / 5 | 2,515 | 8 October 2026 |
| Capterra15 | 4.5 / 5 | 292 | 8 October 2026 |
| GetApp16 | 4.5 / 5 | 289 | 8 October 2026 |
What FrontApp, Inc. claims (not independently checked):
- Autopilot resolves up to 70% of requests 3.
- Front customers see 428% average ROI and 7x faster response times 1.
- Boundless saves 10,000 hours a quarter and Mixam replies 60% faster with Front AI 1.
- Front serves 9,300+ businesses and has passed $100M in annual recurring revenue 9.
Concerns raised by others:
- GetApp's review summary cites cost for small teams, minimum user requirements, upfront annual payments and sudden price increases 16.
- Capterra reviewers call per-user pricing a problem and report significant price increases in recent years 17.
- A February 2026 Capterra review describes duplicated work and mailbox overload after a January 2026 Office 365 sync change 17.
- Reviewers report automation rules that do not fire and call the built-in AI limited next to dedicated tools 17.
How we graded it
| Criterion | Why | Level |
|---|---|---|
| True cost with AI on 30% of the grade | $1,295 a month for 10 agents on Professional with AI on, or $130 per agent 1,2. | 3/5 |
| Price transparency 15% of the grade | Plans and AI prices are public, but Enterprise is annual-only billing 1. | 4/5 |
| AI agent and assist 20% of the grade | Autopilot takes actions in other systems through Playbooks on email and the Resolve chat widget, plus SMS and WhatsApp, and Copilot assists agents; it does not run on voice 2,3,4,7. | 4/5 |
| Help desk essentials 15% of the grade | Email, live chat, knowledge base, SLA rules and automations, plus phone through listed partners (Aircall, Dialpad) and WhatsApp; phone is not native 1. | 4/5 |
| Security and data 10% of the grade | SOC 2 Type II, ISO 27001, EU hosting, a HIPAA BAA and a statement that AI providers do not train on customer data and data never mixes across companies 1,10,12. | 5/5 |
| What users say 10% of the grade | An average of 4.7 from about 2,500 G2 reviews, with named customers such as Boundless and Mixam 14,1. | 5/5 |
| Total | Weighted sum of the six levels, out of 100. | 78 · B |
Sources
- Front Pricing and Plans
- Autopilot add-on pricing and billing
- Autopilot
- Copilot
- Compass
- Your customer AI agents are working. Now put them to work together.
- Autopilot Resolve
- Front's plans and pricing
- Front AI Information
- Security
- Data Processing Addendum
- HIPAA Compliance
- List of Subprocessors
- Front Reviews
- Front Software: Features, Integrations, Pros & Cons
- Front Reviews
- Front common complaints and problems