---
title: Front review
canonical: https://customersupportreviews.com/reviews/front
grade: B
points: 78
updated: 2026-10-08
---

# Front review

**Grade B (78/100) · #6 of 12 help desks**

Shared-inbox customer operations platform for B2B teams, with seat plans and an outcome-priced AI agent.


## 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
- 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].

## Cons
- 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].

## Grade breakdown
| Criterion | Weight | Level | Why |
|---|---|---|---|
| True cost with AI on | 30% | 3/5 | $1,295 a month for 10 agents on Professional with AI on, or $130 per agent [1][2]. |
| Price transparency | 15% | 4/5 | Plans and AI prices are public, but Enterprise is annual-only billing [1]. |
| AI agent and assist | 20% | 4/5 | 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]. |
| Help desk essentials | 15% | 4/5 | Email, live chat, knowledge base, SLA rules and automations, plus phone through listed partners (Aircall, Dialpad) and WhatsApp; phone is not native [1]. |
| Security and data | 10% | 5/5 | 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]. |
| What users say | 10% | 5/5 | An average of 4.7 from about 2,500 G2 reviews, with named customers such as Boundless and Mixam [14][1]. |

## 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].

## AI
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].

## 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].

- **Starter:** $25 per seat a month billed annually; $35 per seat a month billed monthly (Up to 10 seats; one channel type (email, Front Chat or SMS); up to 10 rules; 1 workspace; basic knowledge base with up to 1,000 articles)
- **Professional:** $65 per seat a month billed annually; $85 per seat a month billed monthly (Up to 50 seats; omnichannel; macros and up to 20 rules; up to 5 workspaces; SLA rules; load balancing; SSO and SCIM; up to 2 knowledge bases)
- **Enterprise:** $105 per seat a month billed annually (Annual only; unlimited rules and smart rules; Copilot, Smart QA and Smart CSAT included; up to 50 multi-language knowledge bases; custom roles)
- **Autopilot:** $0.89 per resolution, $0.39 per handoff, $0.05 per triage
- **Copilot:** $20 per seat a month on Starter and Professional; included in Enterprise
- **Compose, Translate and Summarize:** Included on every plan
- **Compass:** No extra fee
- **Smart QA and Smart CSAT:** Included in Enterprise; add-on price not published

## 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].

## 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].

## Sources
1. [Front Pricing and Plans](https://front.com/pricing) — Front, accessed 2026-10-08
2. [Autopilot add-on pricing and billing](https://help.front.com/en/articles/4890624) — Front Help Center, accessed 2026-10-08
3. [Autopilot](https://front.com/product/autopilot-customer-service-automation) — Front, accessed 2026-10-08
4. [Copilot](https://front.com/product/copilot-ai-assistant) — Front, accessed 2026-10-08
5. [Compass](https://front.com/product/compass-AI-agent-performance-monitoring) — Front, accessed 2026-10-08
6. [Your customer AI agents are working. Now put them to work together.](https://front.com/blog/ai-agents-teammates-launch) — Front, accessed 2026-10-08
7. [Autopilot Resolve](https://help.front.com/en/articles/4836160) — Front Help Center, accessed 2026-10-08
8. [Front's plans and pricing](https://help.front.com/en/articles/2178) — Front Help Center, accessed 2026-10-08
9. [Front AI Information](https://front.com/guides/ai-information) — Front, accessed 2026-10-08
10. [Security](https://front.com/security) — Front, accessed 2026-10-08
11. [Data Processing Addendum](https://front.com/legal/data-processing-addendum) — Front, accessed 2026-10-08
12. [HIPAA Compliance](https://front.com/legal/hipaa-compliance) — Front, accessed 2026-10-08
13. [List of Subprocessors](https://front.com/legal/list-of-subprocessors) — Front, accessed 2026-10-08
14. [Front Reviews](https://www.g2.com/products/front/reviews) — G2, accessed 2026-10-08
15. [Front Software: Features, Integrations, Pros & Cons](https://www.capterra.com/p/132901/Front/reviews/) — Capterra, accessed 2026-10-08
16. [Front Reviews](https://www.getapp.com/collaboration-software/a/front/reviews/) — GetApp, accessed 2026-10-08
17. [Front common complaints and problems](https://www.getmacha.com/blog/front-common-complaints-and-problems) — Macha, accessed 2026-10-08