Front Review: Pricing, Features, Pros & Cons 2025

Front is a collaborative inbox tool that brings email, chat, SMS, and social messages together in one place. It’s designed for customer-facing teams in B2B and SaaS companies that need every conversation tracked and handled without jumping between tools.

The platform is trusted by more than 7,600 businesses worldwide^[1], with standout strengths being its focus on teamwork and including features like shared inboxes and collaborative replies. At the same time, questions about pricing, integrations, and scalability often come up when teams consider switching.

But is this tool the right choice for your specific needs?

In this review, you’ll see how Front works in practice, its strongest features, and the areas where it may fall short.

Front pros and cons

Every platform has strengths and trade-offs, and Front is no exception. Here’s a quick look at what teams usually like and where challenges appear:

Pros:

• Unified inbox: all customer messages in one place, from email to social.
• Strong collaboration tools: shared drafts, comments, and assignments that keep teams aligned.
• Workflow automation: rules and triggers streamline repetitive tasks.
• CRM-like context: customer history and data appear right next to conversations.

Cons:

• Conversation threading issues: users report duplicate emails and difficulty merging conversations.
• Learning curve: creating complex rules and integrations takes time to master.
• Mobile app limitations: gaps in functionality and stability compared with desktop.

Front pricing and value for money

Front currently offers several subscription tiers to match teams of different sizes and needs. Also, there is a 14-day free trial available so you can test out the features, no credit card required.

• Starter ($25 per seat/month): includes shared inbox and ticketing, AI Topics, up to 10 automation rules, basic analytics, and a no-code public knowledge base.
• Professional ($65 per seat/month): adds omnichannel support (email, SMS, social), up to 20 automation rules, advanced analytics, multiple workspaces, SSO & SCIM, macros.
• Enterprise ($105 per seat/month): includes unlimited automation rules and macros, built-in AI (Copilot, QA, CSAT), custom roles, multi-language knowledge base, highest limits on features.

Front features that support collaborative, real-time service

Front’s strength comes from making service feel conversational rather than ticket-based. Teams can respond to messages in real time and keep internal alignment through comments and shared drafts, while automating repetitive work behind the scenes. 

Here’s a more in-depth look at the Front’s features:

Live chat and messaging

Front makes it simple for customers to start real-time conversations through web chat, SMS, social channels, or email, all funneled into one place. Agents can manage these chats directly alongside other messages without leaving their main inbox, so they stay focused and responsive. Built-in collaboration tools like internal comments and mentions keep teammates aligned, while automation rules assign chats or schedule follow-ups. For many teams, this combination of instant messaging and streamlined workflows is what makes Front stand out.

Tidio tip:

Tidio offers a similar multichannel inbox that combines live chat, email, Instagram, Messenger, and WhatsApp. Where it stands out is proactive engagement: teams can trigger personalized chat messages based on visitor behavior, such as time on page or cart activity. Your KAYA, a Polish eco-friendly personal care brand, turned to Tidio and its Lyro AI to streamline their support. They achieved a 75% resolution rate via AI automation and successfully unified multiple communication channels into a single inbox.

Read more: Here’s a full customer service automation guide.

AI and automation

Front helps teams speed up their work with automation rules and workflows. Conversations can be assigned automatically, tagged for easier tracking, and scheduled with reminders so they don’t get lost. 

Moreover, the platform offers AI features for suggesting replies, summarizing conversations, categorizing issues, and translating emails. Together, these tools give agents a head start.

Tidio tip:

Tidio’s Lyro AI goes further by handling conversations from start to finish. Instead of just drafting a message, it answers customer questions and hands over complex cases with context intact. This reduces agent workload and ensures customers get fast and accurate replies.

Secureframe, a compliance SaaS company, replaced its old chatbot with Lyro AI after struggling with poor automation rates. Their previous bot resolved only 2–3% of conversations. But with Tidio, resolution rates jumped to 53%.

Knowledge base and self-service

Front includes a native knowledge base you can publish as a branded help center. It’s available on current plans, with basic sites on Starter, customizable sites on Professional, and multi-language capability on Enterprise. You can also add AI Answers to deflect chat questions using your help content. 

Front’s knowledge base tools support AI for content work. The Compose option can draft and translate articles, and the in-app “Ask your knowledge base” helps agents pull answers quickly. 

Tidio tip:
Tidio’s Lyro AI draws directly from your knowledge sources. You can load FAQs, URLs, or existing help center articles as data sources, and Lyro replies in the visitor’s language when multilingual support is enabled. Tidio Copilot reuses the same knowledge, so agent suggestions stay consistent with what Lyro serves customers.

Cove Smart, a home security company, implemented Tidio’s AI to improve self-service. By combining their knowledge resources with Lyro, they achieved an 80% reduction in response times and a 70% increase in self-service resolution.

Read more: Find out how to create a solid knowledge base chatbot for your needs. Also, explore the benefits and elements of an AI knowledge base.

Collaboration tools

Front is designed to function like a team inbox rather than a personal one. Instead of messy forwarding or endless CC chains, teammates can leave internal comments and collaborate on shared drafts. 

Moreover, tags and mentions make it simple to bring in colleagues, all the while keeping internal notes hidden from customers. This setup keeps context intact and ensures faster, coordinated replies.

Tidio tip:
Tidio’s shared inbox brings collaboration and automation together. Smart routing and ticketing workflows make sure every conversation is picked up by the right person, while automation rules prevent inquiries from being missed.

Global Travel is a company that adopted Tidio to unify collaboration between its sales and service teams. By routing conversations automatically and keeping everything in one place, they reduced delays and improved responsiveness. Within the first 30 days, their “Solve Problems” bot achieved an 8.39% engagement rate.

Reporting and analytics

Front provides built-in dashboards that track response time, SLA adherence, conversation volume, and agent performance. Managers can monitor how quickly messages are resolved, whether service goals are being met, and where workload is heaviest. 

On higher-tier plans, teams can unlock advanced analytics, custom reporting, and data exports, giving larger organizations the flexibility to measure support effectiveness.

Tidio tip:

Tidio offers reporting from the very beginning, no upgrades needed. Teams can see agent performance, resolution rates, answer rates, and CSAT scores directly inside their dashboard. This makes it easier to spot where improvements are needed.

MattressNextDay, an award-winning UK retailer, used Tidio’s analytics and Lyro to save over 400 hours per month of manual support time. By tracking resolution rates and optimizing workflows, they delivered faster responses while easing the workload on their support team.

Read more: Here are key chatbot analytics and metrics you should keep track of to ensure success.

Front platform experience and technical performance

Front emphasizes an inbox-first interface that teams can pick up quickly, paired with enterprise-grade reliability and security. The platform is designed to stay responsive even as message volume grows, with uptime and performance monitored closely for larger organizations.

Let’s take a closer look:

User experience and interface

Front feels familiar, like an enhanced email tool, but adds organization and collaboration capabilities to the mix. Users often say it’s intuitive for handling lots of messages and team workflows, though the more advanced features can take some getting used to.

According to some Front G2 reviews^[1], the UI is very intuitive. Also, having one shared inbox is very convenient as it allows people to see the full conversation history in one place.

And more broadly, G2 users frequently highlight:

• Ease of use and organized system design 
• Effective internal communication via comments and tagging 
• Some friction in creating complex rules or integration setups

So in practice, the interface earns praise for lowering the barrier for email-based teams to adopt a shared inbox. The tradeoff is that pushing the platform toward advanced workflows or custom integrations exposes usability rough edges.

Setup and customization

Front makes it fairly easy for small teams to get started. The Starter plan includes ready-made templates for rules, assignments, and tags, so new users can build basic workflows without much setup time. Onboarding is quick, especially for email-heavy teams that want to share an inbox right away.

Deeper customization, however, comes only with the higher tiers. The Professional plan adds automation rules, multiple workspaces, and stronger security, while the Enterprise plan unlocks advanced analytics, custom roles, and integration options like SCIM provisioning. Users note that while the basics are simple to configure, building complex rules or integrations can require more effort and testing.

Integrations

Front connects with over 110 native integrations spanning CRM software, communication tools, project management tools, and more. Some of the most popular integrations include Salesforce, HubSpot, Asana, Slack, and Jira. 

Additionally, Front supports Zapier, allowing you to build no-code workflows and integrate with hundreds, if not thousands, of other tools. 

Front also offers a public API, plugin SDKs, and support for custom connectors so you can build integrations when the native ones don’t cover your needs.

Performance and reliability

Front is designed to handle high message volumes without slowing down. Reviewers consistently note smooth syncing across devices and stable performance even in busy inboxes. 

Users highlight the consistency of the interface across browsers, desktops, and mobile devices, making it reliable in day-to-day operations. Some reviews mention occasional slowdowns with very complex rules, but overall, performance and uptime are rated as dependable.

Customer support and documentation

Front offers a comprehensive help center covering setup, workflows, integrations, and product updates. As of now, their docs include 22 categories and over 260 articles under “Using Front,” plus developer documentation and guides. 

For onboarding and training, you can use the Front Academy. It offers curated learning paths on workflows, features, and best practices.

As far as support options go, the platform doesn’t offer phone support. Instead, it’s typically handled via email or live chat. 

According to Front’s own support report, the platform averages a chat response time of 1 minute 40 seconds^[1] and an email response time of around 3 hours and 7 minutes over the past 90 days. 

Users generally praise the clarity and depth of Front’s documentation. However, at times, they note delays during peak support periods and want more in-depth help for advanced customization.

Front alternatives and competitors

Front certainly has a unique approach to shared inbox, but it’s not the only option out there. Depending on your team size and priorities, these platforms may be a better match:

• Tidio: known for quick setup and strong automation. Lyro AI powers real-time conversations across multiple languages, while the platform lets you build or import knowledge sources and design visual automation flows.
• Zendesk: often chosen by large enterprises that need detailed workflows, SLA management, and advanced analytics. Its ecosystem of integrations makes it a fit for complex and highly regulated environments.
• Help Scout: designed to stay lightweight and approachable. It combines shared inboxes, a simple knowledge base, and reporting in a way that works well for SMBs that don’t want to spend weeks on setup.

Read more: Here’s a more detailed list of the best Front alternatives and competitors.

Final verdict and recommendation

Front shines for teams that live in email but need more than just an inbox. It adds collaboration, automation, and CRM-like context right on top of familiar workflows. For B2B and SaaS companies, where customer conversations often involve multiple stakeholders and need to stay organized across channels, this makes Front a natural fit.

At the same time, pricing and setup complexity are important considerations. The per-seat model can scale costs quickly, and mastering advanced workflows takes time. For businesses that value smooth AI automation and built-in engagement tools, Tidio may be the more flexible and scalable option. 

Alongside Lyro AI and Copilot, Tidio brings live chat, a shared inbox, proactive messaging, and visual automation flows together in one platform, all designed to help teams support customers faster.

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