Front - Features, Pricing, Alternatives, and More

Stephanie Gonzaga
Written by Stephanie GonzagaLast updated December 5, 2018

The email inbox houses all of your internal and external communications, yet it lacks the tools you need to handle these messages clearly and efficiently. You may even be a member of several email groups sending different kinds of messages to that inbox: customer requests, bug reports, social media updates, and your occasional company announcement. With so much information to process, important details tend to fall through the cracks, creating unnecessary friction and potentially pushing project deadlines back.

Rather than burying yourself under all the back-and-forth, you can set up a shared inbox with Front. It's a collaborative workspace that pulls all of your communications in one place: incoming emails, tweets, Facebook messages, Front chats, SMS (powered by Twilio), and third-party channels like Intercom messages and Talkdesk call activity. With less email to manage and 0% channel switching, your team can quickly respond to customer requests and coordinate with the right people to solve important issues.

Setting up a shared inbox begins at sign-up, where Front prompts you to add a work email address or an email group like to the app. You can then add other accounts to the inbox, such as your company Twitter account, Facebook page, SMS number, and third-party apps that serve as a channel between you and your customers.

If you'd like to add your own channels separate from your team inbox, you can create an individual inbox. Texts, updates, and other messages in individual inboxes are private, but you can use Front's collaborative features (e.g., canned responses, comments) when sharing these messages with your team.

The inbox is divided into three default views: Unassigned, Open, and All. As you assign messages to your teammates, they're instantly moved to the Open view. To the right is the message pane where you'll find several options to help you manage incoming messages. You can assign, follow, tag, snooze, archive, or delete messages depending on your workflow. If a message requires input from a teammate or a file attachment, you can reach out in the Comment section just below the Reply box.

You can shave off a few minutes of your processing time by creating rules to automate parts of your workflow. Front lets you create rules to manage messages in your individual inbox, while administrators can create team rules to manage messages in any of your shared inboxes. Each rule is made up of one or a series of triggers, conditions, and resulting actions, all of which will tell Front which messages to process and how to process them as they arrive in your inboxes. For example, any inbound message or comment that contains the word cancel in the body can be tagged with the keyword "cancel" and assigned to the teammate in charge of handling cancellation requests.

As your team uses Front, you'll be able to gauge their performance and identify areas of improvement. Analytics gives you that much-needed insight on your team inboxes. By clicking on the Reports icon at the bottom of the left-side menu, you can check current and previous metrics on your conversations, team, productivity, and customers. For example, you can see how many new and total conversations were received and sent, average response times, and the day and time of the week when your team receives the most conversations. From there, you can highlight strong points in your team's workflow and target areas that need more attention.

With Front, the inbox can finally be a place of clarity and productivity for your team. And with better response times and more personal interactions, your customers will always look forward to hearing from you again.

Have any feedback on this overview, or something we should change? Let us know!

Front Features

  • Centralize team communication by managing incoming email, social media messages, and SMS in one collaborative workspace
  • Help customers in real time as they interact with your business
  • Send personalized messages free of ticket numbers or reply-above-this-line delimiters
  • Automate workflows with powerful rules, and measure team performance with analytics
  • Mac, Windows, iOS, Android, and web apps available

Front Pricing

  • $19/user/month Basic plan for one channel and one integration
  • $34/user/month Premium plan for 15 channels and unlimited integrations
  • $69/user/month Enterprise plan for 100 team channels, teams and permissions, and premium support
  • Front Chat add-on at $14/user/month

$15/29/59 per user per month, respectively, and $11/month per user Chat add-on, with annual plan

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