Front Autopilot review: AI customer support for shared-inbox teams
Answer in brief: Front is the best way to add AI to support if your team works from shared email and messaging inboxes. Autopilot, Front's omnichannel AI agent, charges by what it achieves: $0.05 for triage, $0.39 for handoff or $0.89 for a resolution, billed once per conversation. Copilot helps human agents for $20 per seat and is included on Enterprise. Front also lets external AI agents built with Claude, Codex, Sierra and others work alongside your team.
Verdict: the open, team-first AI inbox. Pay only for the level of automation you actually get. Visit Front →
Independent research from Front's official pages, read November 9, 2026. No hands-on testing. The site is funded by vendor sponsorships, which are labeled where they appear.
How Front adds AI to your support
AI agent. Autopilot runs complex customer work across channels. It is an add-on on every plan.
Copilot. Front Copilot searches conversations, help content, attachments, the web and connected tools. It surfaces account signals and similar past cases, summarizes requests, suggests next steps, drafts replies, and runs reusable skills and routines.
Open AI layer. External AI agents can work inside Front. Compass gives QA and improvement tips for AI agent performance, and an MCP server lets AI tools securely access your conversations and data. Front AI uses OpenAI, Azure OpenAI and AWS.
AI-native helpdesk. Shared inbox and ticketing, AI Topics, a knowledge base, analytics, and on Enterprise, AI routing and tagging, Smart QA and Smart CSAT.
Who it fits, by company size
- Small teams: Starter at $25 per seat/month, up to 10 seats, one channel type.
- Midsize teams: Professional at $65, up to 50 seats, with omnichannel, SSO and SCIM.
- Large teams: Enterprise at $105, with Copilot, Smart QA and Smart CSAT included.
Front says it is trusted by 9,300+ companies. Its pricing page highlights Boundless, Essentialist and Mixam.
Why shared-inbox teams choose Front
- Outcome-tiered Autopilot pricing, with prepaid volume discounts.
- Open to the AI agents you already use.
- A 14-day trial of Professional features with no credit card.
Honest drawbacks
- Autopilot is an add-on on every plan, and you talk to sales to buy it.
- Starter supports only a single channel type: email, chat or SMS.
- Voice runs through integrations such as Aircall and Dialpad, not natively.
- Contracts over $25k require a paid onboarding package.
Pricing at a glance
| Item | Price |
|---|---|
| Starter / Professional / Enterprise | $25 / $65 / $105 per seat/month, billed annually |
| Autopilot: triage / handoff / resolution | $0.05 / $0.39 / $0.89 per conversation |
| Copilot | $20/seat/month on Starter and Professional; included on Enterprise |
Best alternatives
- Help Scout: a simpler shared inbox with a $0.75 per-resolution AI agent.
- Intercom Fin: a more mature AI agent with full helpdesk.
- Zendesk: an all-in-one suite with native voice.
FAQ
How much does Front Autopilot cost?
$0.05 per conversation for triage, $0.39 for handoff and $0.89 for a resolution, charged once per conversation at the highest level reached.
Is Front Copilot included?
It is included on Enterprise and costs $20 per seat/month on Starter and Professional.
Can I use my own AI agents in Front?
Yes. Front connects external AI agents built with Claude, Codex, Sierra and more, and offers an MCP server.
Sources
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