Front
FrontApp, Inc. ·front.com· As of: 2026-08-21
Work through this tool with an AI
Our verdict
A shared inbox creates no edge, because competitors can buy the same one. Work without one and you lose ownership of a request the moment the first responder goes on holiday, and you fall behind a response time customers already assume. Front now moves part of that work into AI agents that reply on their own. That shifts the decision from picking a tool to running it: who approves, who measures quality, who answers for a wrong reply. The tool settles none of those three questions.
Evidence:Plan prices of 25, 65 and 105 USD per seat per month on annual billing, a 24 percent saving against monthly billing, SAML sign-in and user provisioning from Professional upwardsOpen sourceAI add-ons Copilot and Smart QA at 20 USD each, Smart CSAT at 10 USD per seat per month, Autopilot from 0.05 USD per conversation; an onboarding package is mandatory above a contract value of 25,000 USDOpen sourceThe vendor states itself that it may use a customer's data to further train that customer's model, and separately promises that its model providers do not train foundation models on itOpen sourceThe training prohibition in the supplemental terms binds the subprocessors; for trials and beta versions the vendor also analyses customer data by human review, and an opt-out declared elsewhere does not applyOpen sourceThe master agreement grants the vendor the right to process customer data to provide and improve the service; the usage data derived from it belongs to the vendor and may be used after the term endsOpen sourceThe contracting party is FrontApp, Inc., a Delaware corporation seated in San Francisco; Californian law applies with venue in San Francisco, an arbitration clause and a class action waiverOpen sourceThe data processing addendum is public, carries the version of 1 July 2026 and incorporates the standard contractual clauses under Modules 2 and 3 with Irish law and Irish venueOpen sourceSelf-certification under the EU-US Data Privacy Framework effective 10 October 2023, expressly for the controller role and for the processor roleOpen sourcePublic subprocessor list in the version of 13 July 2026 with entity, address, purpose and country of processing; the region-choice footnote is attached to Amazon Web Services alone, while OpenAI is listed with the United StatesOpen sourceSelectable regions are the United States or the European Economic Area, chosen through the account representative; backups and logs may be processed outside both regionsOpen sourceAutomated deletion begins 30 days after cancellation, expiry or termination, cannot be reversed afterwards, and a copy of the data has to be requested in the same stepOpen sourceSOC 2 Type II and ISO 27001 are named, with report and certificate released on request only; encryption with AES-256 at rest and TLS 1.2 in transit, EU or US hostingOpen sourceThe audit log applies on every plan, reaches back 365 days at the earliest to its release in March 2025, and exports as CSV with at most 3,000 rows per runOpen sourceSeries D round of 65 million USD at a valuation of 1.7 billion USD, led by Salesforce Ventures and Battery Ventures, reported on 28 June 2022Open sourceDan O'Connell took over as chief executive on 1 May 2024, with co-founder Mathilde Collin moving to the chair; announced on 25 March 2024Open sourceBy the vendor's own account founded in 2013, more than 300 employees across five offices, more than 9,300 customers and 100 million USD annual recurring revenue passed in 2025Open source
Who it fits
Solo
suitable with caveats
Starter costs 25 USD per seat per month, covers exactly one channel type and is capped at ten seats. Someone working alone shares no inbox. The value starts where several people work on the same request and the handover has to be on record.
Mid-market
suitable
This is where the tool belongs. From Professional at 65 USD per seat per month you get multiple channels, sign-in through your own directory service and automatic user provisioning. Notable for this class: the audit log sits in every plan rather than only in the most expensive tier.
Enterprise
suitable with caveats
Roles, tenants and audit logging exist, and custom role definitions start at Enterprise at 105 USD per seat per month. Three points belong on the table before signing: the contracting party is a Delaware corporation under Californian law with an arbitration clause, European hosting is granted on request rather than through a setting, and the ISO and SOC 2 attestations are named without version or scope.
Buy, switch or build
Off-the-shelf
The established helpdesk platform next to it
Zendesk is the buy option this decision gets measured against. Large organisations stay there for three reasons: the attestation stack is broader and names standard version and scope, the extension market is larger, and procurement already knows the vendor. You pay for that with an interface that puts the ticket at the centre. Anyone running client relationships on one continuous thread for years works against that model. Front reverses the order and puts the conversation first; the ticket is one view onto it. That reversal, rather than a feature list, is where a switch is decided.
AI-native
The design that bills by resolved case
The younger design puts AI ahead of people and bills by resolved case instead of by seat. Intercom's Fin represents that in this catalogue; the fact that Front maintains comparison pages against Pylon and Missive on its own site shows where it feels the pressure. The price difference is mostly a difference in direction. Front charges seats at 25, 65 or 105 USD and layers Autopilot on top from 0.05 USD per conversation, so the bill grows with team size. Outcome-based billing grows with request volume instead and falls as seats disappear. What you give up is collaboration inside the inbox: comments, handovers and shared drafts are the core at Front and a side topic at the younger vendors.
Build it yourself
Your own inbox register on your own database
Building your own pays off where the conversation hangs off a record you own, a machine, a policy or an order, and where the history belongs to the product. The blueprint from this catalogue: Supabase holds conversations, assignments and permissions, n8n covers rules and routing, LiteLLM keeps the model choice replaceable, Langfuse logs every model call with input and output, Ory handles sign-in and roles, Cloudflare Pages serves the interface, built with Claude Code or Cursor. Mail intake itself comes through the API of your existing mailbox provider. On the order of magnitude, as a stated assumption: 60 to 90 person-days at 1,100 EUR give 66,000 to 99,000 EUR one-off, plus running operations. Front costs roughly 15,600 USD a year for 20 seats on Professional. Function is rarely the problem. It fails on round-the-clock readiness, because a lost delivery is a lost customer request, on tenant separation, on the evidence duties Front covers with 365 days of audit log, and on maintenance once the builder leaves the building.
Our advice
- Solo: Buying is rarely necessary. A tidy inbox at your existing provider is enough as long as nobody has to hand over ownership.
- Mid-market: Buy, Professional. Before signing, get European hosting in writing and clarify which content feeds the training of your own model.
- Enterprise: Buying is possible but takes negotiation. Hosting location, a training exclusion and the Article 50 labelling duty belong in the contract, along with the question of a European contracting entity.
Who is behind it
Staying power: Established
The vendor has been in market since 2013, last raised capital publicly in 2022 and changed its leadership in 2024. Product releases appear monthly and are dated and readable, as are the legal documents. None of that supports a statement about financial viability, and none is made here.
- Contracting entity: FrontApp, Inc., a Delaware corporation, One Montgomery Street, Floor 13, San Francisco; Californian law, venue San Francisco, with an arbitration clause and class action waiver that can be opted out of within 30 daysThe master agreement grants the vendor the right to process customer data to provide and improve the service; the usage data derived from it belongs to the vendor and may be used after the term endsOpen source · As of 2026-08-21
- Capital raised: Series D round of 65 million USD at a valuation of 1.7 billion USD, led by Salesforce Ventures and Battery Ventures, reported on 28 June 2022Series D round of 65 million USD at a valuation of 1.7 billion USD, led by Salesforce Ventures and Battery Ventures, reported on 28 June 2022Open source · As of 2026-08-21
- Change of leadership: Dan O'Connell took over as chief executive on 1 May 2024, with co-founder Mathilde Collin moving to executive chair; announced on 25 March 2024Dan O'Connell took over as chief executive on 1 May 2024, with co-founder Mathilde Collin moving to the chair; announced on 25 March 2024Open source · As of 2026-08-21
- Ongoing development: Product releases appear monthly and dated, most recently on 27 July 2026 with a redesigned mobile app and audit log actions for Admin Copilot; the subprocessor list carries the version of 13 July 2026community.front.com/product-updatesOpen source · As of 2026-08-21
- Size, by the vendor's own account: by the vendor's own account founded in 2013, more than 300 employees across five offices, more than 9,300 customers and 100 million USD annual recurring revenue, passed in 2025; no measurement method is statedBy the vendor's own account founded in 2013, more than 300 employees across five offices, more than 9,300 customers and 100 million USD annual recurring revenue passed in 2025Open source · As of 2026-08-21
Cost of leaving: Moderate
The messages themselves stay with your existing email provider, and the contract promises release in a structured, commonly used and machine-readable format. The useful question is what is missing after the export. The layer above it is missing: internal comments, assignments, rules, templates, the reporting baseline and the knowledge base. Two things follow from the contract on top of that. Usage data derived from customer data belongs to the vendor and may be used by it after the term ends. And the model further trained on your own history does not come along. In practice there is also the work of re-pointing every channel, from the WhatsApp number to the chat window on your own site.
Regulation and data
| Data processing agreementdocumented, no condition attached: Auftragsverarbeitungsvertrag öffentlich abrufbar und ohne weitere Bedingung Bestandteil des Vertrags; oder er entfällt nachvollziehbar begründet, weil kein Anbieter Kundendaten verarbeitet.documented, tied to a condition: Vertrag existiert, ist aber an einen Tarif gebunden, nur nach Anfrage einsehbar oder allein in den Nutzungsbedingungen geregelt statt als eigenes Dokument.documented, but unfavourable: Kein Auftragsverarbeitungsvertrag im üblichen Sinn: entweder weil der Anbieter für das Kerngeschäft eigenständig Verantwortlicher ist und stattdessen eine andere Konstruktion gilt, oder weil öffentlich offen bleibt, ob überhaupt einer angeboten wird.open on a point that decides usability: Weder ein Vertrag noch ein dokumentierter Weg zu einem Vertrag; der Einkauf hätte nichts, worauf er sich stützen kann. | documented, no condition attachedyes, publicly available and part of the contract without further conditionThe data processing addendum is public, carries the version of 1 July 2026 and incorporates the standard contractual clauses under Modules 2 and 3 with Irish law and Irish venueOpen sourceThe data processing addendum is openly available online, in the version of 1 July 2026, and is incorporated through the master agreement. It covers instruction binding, breach notification without undue delay, assistance with data subject requests and impact assessments, and return or deletion after the term. Two limits appear in the text: an on-site audit is at the customer's cost and capped at once per calendar year unless the law demands more, and the vendor may substitute an existing audit report for a separate audit.As of 2026-08-21 |
|---|---|
| Storage locationdocumented, no condition attached: EU-Speicherort ohne Zusatzkosten und ohne Tarifbindung, oder der Ort ist vollständig selbst bestimmbar, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: EU-Speicherort möglich, aber an einen Tarif, einen gesondert zu aktivierenden Zusatz oder einen Umzug in eine getrennte Umgebung gebunden; oder die EU-Region ist nicht die Voreinstellung.documented, but unfavourable: Kein EU-Speicherort, der Ort ist aber eindeutig benannt, sodass die Folgen bewertbar sind.open on a point that decides usability: Der Speicherort ist öffentlich nicht benannt oder vom Kunden nicht steuerbar, sodass sich die Verarbeitung nicht verorten lässt. | documented, tied to a conditionEU hosting selectable, but only through the account representative and never as a defaultSelectable regions are the United States or the European Economic Area, chosen through the account representative; backups and logs may be processed outside both regionsOpen sourceSelectable are the United States or the European Economic Area. The choice runs through the account representative or support and appears in no setting inside the product. The vendor names two limits itself: backups and logs may be processed outside both regions, and subprocessors may store data in other countries for a limited period. Moving an existing environment first creates a copy in the new region; the counterpart in the old region is then removed under the deletion policy. Backups and the audit log sit in the chosen region.As of 2026-08-21 |
| Subprocessorsdocumented, no condition attached: Vollständige öffentliche Liste der Unterauftragnehmer mit Zweck und Land; oder es gibt keine, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: Liste existiert und ist benannt, aber nur nach Anfrage oder nach Zugang zu einem Vertrauensportal einsehbar, oder sie nennt Zweck und Land nicht vollständig.documented, but unfavourable: Keine geführte Liste; namentlich stehen nur einzelne Dienste in der Datenschutzerklärung, überwiegend solche der eigenen Website.open on a point that decides usability: Weder eine Liste noch eine Nennung der Verarbeiter des Produkts, und kein dokumentierter Weg, sie zu erfahren. | documented, no condition attachedcomplete public list with purpose and country, version of 13 July 2026Public subprocessor list in the version of 13 July 2026 with entity, address, purpose and country of processing; the region-choice footnote is attached to Amazon Web Services alone, while OpenAI is listed with the United StatesOpen sourceEach entry names the entity, its address, the processing activity and the country of processing. For the AI features it lists OpenAI, Microsoft Azure, Amazon Web Services and Google, and for the vendor's own customer support Anthropic and Zapier. New subprocessors are announced at least 30 days in advance on the same page; a customer who objects and reaches no agreement may terminate within 90 days. The country column is the instructive part. The footnote saying that the region choice determines the processing location is attached to Amazon Web Services alone. OpenAI is listed with the United States and without that footnote, Microsoft Azure with seven countries including Switzerland.As of 2026-08-21 |
| Third-country transferdocumented, no condition attached: Keine Übermittlung in ein Drittland, oder die Übermittlung findet statt und die Grundlage ist benannt und im Vertrag verankert, etwa Standardvertragsklauseln, Angemessenheitsbeschluss oder EU-US-Datenschutzrahmen.documented, tied to a condition: Übermittlung findet statt, eine Grundlage ist genannt, aber ohne Zuordnung, welcher Empfänger auf welcher Grundlage arbeitet.documented, but unfavourable: Übermittlung findet statt und die eigenen Unterlagen widersprechen sich, oder die genannte Grundlage bezieht sich erkennbar nur auf einen Randbereich wie die Marketing-Website.open on a point that decides usability: Übermittlung findet erkennbar statt und eine Grundlage wird nirgends genannt. | documented, no condition attachedprocessing in the United States, based on the EU-US Data Privacy Framework with standard contractual clauses as a fallbackSelf-certification under the EU-US Data Privacy Framework effective 10 October 2023, expressly for the controller role and for the processor roleOpen sourceThe vendor has self-certified under the EU-US Data Privacy Framework since 10 October 2023, both as a controller and as a processor. The contract additionally incorporates the standard contractual clauses under Modules 2 and 3, governed by Irish law with Irish venue, plus the UK addendum and the Swiss adaptation. One inaccuracy sits in the text and belongs on the table before signing: at exactly the point that decides whether the clauses fall away, the contract twice names the Privacy Shield, invalidated in 2020, instead of the current framework. The collective term in the same sentence makes the meaning clear, but the wording stays open to challenge.As of 2026-08-21 |
| Training on customer datadocumented, no condition attached: Vertraglich oder in der Datenschutzerklärung ausdrücklich ausgeschlossen, mit Erstreckung auf die eingesetzten Modellanbieter; oder es gibt keine Datenübertragung an einen Anbieter.documented, tied to a condition: Ausschluss ab einem bestimmten Tarif, oder die Zusage steht nur auf einer Dokumentationsseite statt im Vertrag, oder die Frage stellt sich für das Werkzeug sachlich kaum und der Anbieter schweigt dazu.documented, but unfavourable: Nutzung ist die Voreinstellung und nur ein Widerspruch beendet sie; oder der Anbieter trainiert eigene Modelle auf bereinigten Kundendaten.open on a point that decides usability: Keine Aussage, obwohl das Werkzeug KI-Funktionen auf Kundeninhalten betreibt. | documented, but unfavourablethe vendor trains on each customer's own data by its own account; training is excluded for the model providers onlyPlan prices of 25, 65 and 105 USD per seat per month on annual billing, a 24 percent saving against monthly billing, SAML sign-in and user provisioning from Professional upwardsOpen sourceThis point rewards close reading, because two statements sit next to each other and are easily read as one. On the pricing page the vendor writes that it may use your data to further train your model, and that this data is never mixed with other companies' data. The same paragraph then promises that the model providers it uses do not train foundation models on that data. The supplemental terms confirm the split word for word: the training prohibition binds the subprocessors. In parallel the master agreement grants the vendor the right to process customer data to provide and improve the service. Trials and beta versions carry their own rule, and it is the harshest one: there the vendor also analyses customer data by human review, and an opt-out declared elsewhere expressly does not apply. Trying new AI features early therefore steps outside the commitment that governs normal operation.As of 2026-08-21 |
| Retention and deletiondocumented, no condition attached: Löschfristen nach Vertragsende beziffert und die Löschung oder Rückgabe zugesagt; oder die Fristen bestimmt der Betreiber selbst, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: Löschung ist zugesagt, die Fristen sind aber nur teilweise beziffert, oder Sicherungskopien sind ausdrücklich ausgenommen.documented, but unfavourable: Nur der Grundsatz der Erforderlichkeit ohne jede Frist nach Vertragsende, oder Fristen sind allein für Randbereiche wie Website-Protokolle genannt.open on a point that decides usability: Keine Aussage zu Aufbewahrung und Löschung. | documented, no condition attacheddeletion starts 30 days after cancellation, expiry or termination and cannot be reversed afterwardsAutomated deletion begins 30 days after cancellation, expiry or termination, cannot be reversed afterwards, and a copy of the data has to be requested in the same stepOpen sourceThe contract promises return or deletion following the customer's instructions, with the usual carve-out for statutory retention duties. The period sits in the deletion policy: 30 days after cancellation, expiry or termination the automated process begins. Deletion requests are generally processed within 30 days according to the contract annex. Two points cost time in practice. Anyone wanting a copy of the data has to request it in the same step; after deletion the vendor releases nothing. And a deletion certificate is issued on written request only. The policy itself is a help centre article the vendor may update from time to time under the master agreement.As of 2026-08-21 |
| Certificationsdocumented, no condition attached: Mehrere anerkannte Nachweise, benannt mit Norm, Fassung und Geltungsbereich, und bezogen auf den Anbieter selbst.documented, tied to a condition: Ein anerkannter Nachweis für den Anbieter belegt, der Bericht aber nur auf Anfrage, oder der Nachweis hängt an einem Tarif, oder der Geltungsbereich bleibt teilweise offen.documented, but unfavourable: Nur pauschale Nennung ohne Norm-Fassung und Geltungsbereich, oder bloße Selbstauskunft, oder die Nachweise gehören dem Infrastrukturanbieter statt dem Anbieter, oder der Prüfzeitraum ist erkennbar veraltet, oder die eigenen Angaben widersprechen sich.open on a point that decides usability: Kein Nachweis genannt und keine Sicherheits- oder Vertrauensseite vorhanden. | documented, tied to a conditionSOC 2 Type II and ISO 27001, report and certificate on request only, with no public standard version and no scopeSOC 2 Type II and ISO 27001 are named, with report and certificate released on request only; encryption with AES-256 at rest and TLS 1.2 in transit, EU or US hostingOpen sourceThe vendor names both attestations and describes in the contract annex an annual SOC 2 Type II report by an independent auditor plus annual penetration testing. What is missing publicly is which version of the ISO standard applies and what the scope of the assessment is. The vendor names a standard version only for its infrastructure provider, ISO 27001:2013 for Amazon Web Services. The publicly linked security and compliance handbook carries the date October 2024. No attestation under the German C5 catalogue is named anywhere. There is no self-service trust portal; report and certificate go through a request.As of 2026-08-21 |
| EU AI Act, Article 50documented, no condition attached: Der Anbieter macht eine belegte Aussage, die die eigene Pflicht trägt, etwa Modelldokumentation und Zertifizierung nach ISO/IEC 42001; oder das Werkzeug enthält nachvollziehbar begründet kein KI-System im Sinne der Verordnung.documented, tied to a condition: Der Anbieter äußert sich zur Verordnung oder ordnet die eigene Funktion ein, eine benannte Zusage zu den Transparenzpflichten aus Artikel 50 fehlt aber; oder das Werkzeug enthält kein KI-System, das gegenüber Menschen auftritt, und der Anbieter schweigt.documented, but unfavourable: Das Produkt enthält KI-Funktionen, der Anbieter schweigt dazu oder trägt ein Selbstetikett ohne Nachweis; die Kennzeichnung ist vom Betreiber aber selbst setzbar.open on a point that decides usability: KI spricht im Produkt unmittelbar mit Endkunden und der Anbieter sagt zu Artikel 50 nichts; die Kennzeichnung lässt sich ohne Zusage des Anbieters nicht sicher setzen. | documented, tied to a conditionthe vendor names AI regulation and shifts disclosure onto the customer; a commitment of its own on Article 50 is missingThe training prohibition in the supplemental terms binds the subprocessors; for trials and beta versions the vendor also analyses customer data by human review, and an opt-out declared elsewhere does not applyOpen sourceThe supplemental terms for the AI features enumerate the purposes the customer must exclude, and they track almost word for word the prohibited practices and high-risk areas of Regulation (EU) 2024/1689: biometric identification, emotion recognition, creditworthiness assessment, access to education, critical infrastructure, insurance pricing. For employment decisions and worker monitoring the vendor additionally requires disclosure to the affected individuals within ten business days. The master agreement further obliges the customer to state publicly that its offering incorporates third-party artificial intelligence and to offer an opt-out. What the vendor commits to for itself appears nowhere. It addresses the Article 50 transparency duty, applicable since 2 August 2026, neither for the AI agent that writes directly to end customers nor for marking generated content. The operator can set that marking inside the product, but gets no commitment from the vendor to back it.As of 2026-08-21 |
| Audit loggingdocumented, no condition attached: Nachvollziehbares Protokoll über Zugriffe und Änderungen in allen Tarifen enthalten, mit benannter Frist und Ausleitung in eigene Systeme; oder die Nachvollziehbarkeit liegt vollständig in eigener Hand, weil das Werkzeug im eigenen Betrieb läuft.documented, tied to a condition: Protokoll vorhanden, aber an einen höheren Tarif oder einen kostenpflichtigen Zusatz gebunden, oder die Ausleitung fehlt in den unteren Stufen; Reichweite und Frist sind benannt.documented, but unfavourable: Protokolle sind nur anbieterseitig beschrieben, oder Reichweite und Frist bleiben offen, sodass sich Nachweispflichten nicht planen lassen.open on a point that decides usability: Öffentlich nicht belegt, ob der Kunde überhaupt ein auswertbares Protokoll erhält. | documented, no condition attachedaudit log in every plan, viewable for 365 days, export as CSV with at most 3,000 rows per runThe audit log applies on every plan, reaches back 365 days at the earliest to its release in March 2025, and exports as CSV with at most 3,000 rows per runOpen sourceThe log shows who created, edited or deleted what and when, across company preferences, conversations, inboxes, rules, tags, teammates, groups and workspaces. It applies on every plan and reaches back 365 days, at the earliest to the feature's release in March 2025. Since July 2026 Admin Copilot actions are covered as well. The limit sits in the export: one resource type per run and at most 3,000 rows, plus ten exports per resource type every ten minutes. Anyone who needs the trail beyond a year has to collect and store it themselves on a schedule.As of 2026-08-21 |
What it really costs
Entry price
Starter costs 25 USD per seat per month, covers one channel type and is capped at ten seats. Professional sits at 65 USD and reaches 50 seats, with multiple channels, SAML sign-in and SCIM provisioning. Enterprise costs 105 USD and adds custom roles plus Copilot, Smart QA and Smart CSAT at no extra charge. All prices quoted apply to annual billing; the vendor puts the saving against monthly billing at 24 percent. The trial runs 14 days and needs no payment method.Plan prices of 25, 65 and 105 USD per seat per month on annual billing, a 24 percent saving against monthly billing, SAML sign-in and user provisioning from Professional upwardsOpen source
As of 2026-08-21
What gets expensive
In three places. First the AI add-ons: Copilot and Smart QA cost 20 USD each, Smart CSAT 10 USD per seat per month, and all three are included in Enterprise. Autopilot is billed separately on top and starts at 0.05 USD per conversation, Enterprise included. Second channels and limits: the native WhatsApp connection costs the Meta fees plus a 20 percent admin surcharge, and a higher API rate limit costs 200 USD per 100 requests per minute per month. Third onboarding: above a contract value of 25,000 USD the vendor requires an onboarding package to be purchased as well. Anyone buying for regulatory reasons pays no surcharge for hosting location and attestations, but pays in negotiation time.
What it displaces
- Distribution lists for customer requests
- Forwarding by hand to whoever is responsible
- Reply templates in a personal drafts folder
Interfaces
- REST API and webhooks, rate limit raisable for a surcharge
- App marketplace and custom applications through the developer portal
- SAML sign-in from Professional upwards, user provisioning through SCIM
- Audit log export as CSV, 3,000 rows per run
- Release of customer data in a structured, commonly used and machine-readable format on request
Matching methods
- Leading AI Agents as Team MembersAutopilot acts on its own and writes to customers, which is exactly where this method bites: an agent in a shared inbox needs the same written role, the same measure and the same approval step as a new hire.
- Calibrated Evaluation Loop for AI Outputs (Criteria Drift)Smart QA scores conversations automatically against scorecards, and this method describes the step that is missing there: the scoring criteria have to be calibrated against human judgement, otherwise the review measures its own yardstick.
- Service BlueprintingA blueprint draws which internal step hangs off which customer step, and a shared inbox with ownership, comments and history supplies the trail that lets you check that drawing against reality.
- Value Metric PricingFront shows both pricing units side by side: the seat, which grows with team size, and the conversation from 0.05 USD, which grows with request volume. That makes a useful worked example for the question of which unit grows with customer value.
Sources
- 1.Plan prices of 25, 65 and 105 USD per seat per month on annual billing, a 24 percent saving against monthly billing, SAML sign-in and user provisioning from Professional upwards (opens in a new tab)front.com/pricing · As of 2026-08-21
- 2.The training prohibition in the supplemental terms binds the subprocessors; for trials and beta versions the vendor also analyses customer data by human review, and an opt-out declared elsewhere does not apply (opens in a new tab)front.com/legal/supplemental-terms · As of 2026-08-21
- 3.The master agreement grants the vendor the right to process customer data to provide and improve the service; the usage data derived from it belongs to the vendor and may be used after the term ends (opens in a new tab)front.com/legal/saas-services-agreement · As of 2026-08-21
- 4.The data processing addendum is public, carries the version of 1 July 2026 and incorporates the standard contractual clauses under Modules 2 and 3 with Irish law and Irish venue (opens in a new tab)front.com/legal/data-processing-addendum · As of 2026-08-21
- 5.Self-certification under the EU-US Data Privacy Framework effective 10 October 2023, expressly for the controller role and for the processor role (opens in a new tab)front.com/legal/privacy-framework-certification-notice · As of 2026-08-21
- 6.Public subprocessor list in the version of 13 July 2026 with entity, address, purpose and country of processing; the region-choice footnote is attached to Amazon Web Services alone, while OpenAI is listed with the United States (opens in a new tab)front.com/legal/list-of-subprocessors · As of 2026-08-21
- 7.Selectable regions are the United States or the European Economic Area, chosen through the account representative; backups and logs may be processed outside both regions (opens in a new tab)help.front.com/en/articles/2349 · As of 2026-08-21
- 8.Automated deletion begins 30 days after cancellation, expiry or termination, cannot be reversed afterwards, and a copy of the data has to be requested in the same step (opens in a new tab)help.front.com/en/articles/2133 · As of 2026-08-21
- 9.SOC 2 Type II and ISO 27001 are named, with report and certificate released on request only; encryption with AES-256 at rest and TLS 1.2 in transit, EU or US hosting (opens in a new tab)front.com/security · As of 2026-08-21
- 10.The audit log applies on every plan, reaches back 365 days at the earliest to its release in March 2025, and exports as CSV with at most 3,000 rows per run (opens in a new tab)help.front.com/en/articles/2925696 · As of 2026-08-21
- 11.Series D round of 65 million USD at a valuation of 1.7 billion USD, led by Salesforce Ventures and Battery Ventures, reported on 28 June 2022 (opens in a new tab)siliconangle.com/… · As of 2026-08-21
- 12.Dan O'Connell took over as chief executive on 1 May 2024, with co-founder Mathilde Collin moving to the chair; announced on 25 March 2024 (opens in a new tab)front.com/blog/a-new-fronteer-for-a-new-frontier · As of 2026-08-21
- 13.By the vendor's own account founded in 2013, more than 300 employees across five offices, more than 9,300 customers and 100 million USD annual recurring revenue passed in 2025 (opens in a new tab)front.com/about · As of 2026-08-21
- 14.community.front.com/product-updates (opens in a new tab)As of 2026-08-21
Last reviewed: 2026-08-21 by Dr. Oliver Gausmann, Convios GmbH
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