Get a jumpstart on replies with Copilot

Copilot reduces the time and effort needed to resolve conversations with suggested replies based on past, similar conversations and optionally, your Front knowledge base and external knowledge sources. Let AI generate a message draft and see which sources contributed to it for full transparency and clarity. Use Front's Copilot features to improve the efficiency and accuracy in your team’s workflows, while maintaining control and oversight over your replies

The following features are available:

• Conversation summary: Get a comprehensive view of a conversation. Customer inquiries and relevant details are displayed in an outline view with activity summaries.

• Similar conversations and articles: Automatically find past conversations and knowledge articles related to the conversation you’re currently working on. There are two ways to view similar conversations: selecting the summary above the conversation or clicking the sources while reviewing the suggested reply.

• Compose with Copilot: Draft new replies, refine existing text, or iterate multiple times with custom prompts.

• Ask Copilot: Your always-on AI assistant, helping you quickly understand what matters most in every customer interaction.

Learn more in our Front Academy Copilot course.

• Enable the Copilot setting via the Front AI tab in workspace settings and select your shared inboxes and knowledge sources.

• You must have shared inboxes containing messages (English recommended).

• Enable the Compose company AI setting to use custom prompts with Compose with AI.

• Enabling the Close conversations channel setting is not required, but will improve Copilot performance. See this article to learn how the Close conversations setting affects AI features.

• Content language: English recommended

• Up to 3,000 pages of content per source

  • Front supports a maximum of roughly 3,000 pages. The maximum may vary as some pages are more costly to sync, causing you to reach the limit. If you run into this please contact us.

• See this article for an overview on the knowledge sources you can use with Front

Step 1

Click the gear icon, navigate to your workspace settings, then select Front AI from the sidebar.

Step 2

Under Workspace settings, use the dropdown in the Inboxes with Front AI enabled setting to select the shared inboxes where Copilot is active.

Front’s Copilot feature generates a summary at the top of a conversation. Teammates can click the overall summary to quickly catch up on long conversations.

A pop-up will appear with an outline of the conversation’s messages and comments. Each activity contains a short summary. 

Some activities represent inquiries. They are distinguishable with the status icon on their left. Hover over it to see the status of the request. You can copy the information by hovering a message and typing CMD+C or CTRL+C.

Click # hidden to see additional activities, or select an activity to jump to it in the conversation.

Use the filter feature at the top of the outline to focus on a specific request or pinned comments.

If the AI detects multiple requests in the same conversation, you can select a request to focus on a subset of messages.

For inquiries, if AI detects similar conversations or related knowledge articles from the sources configured in your settings, you’ll see them underneath message summaries in the conversation outline. Click the arrows to expand and view the content. Use this feature to quickly learn from previous solutions to resolve your current inquiry.

For similar conversations, hover over a conversation preview to see a summary. Click the arrow icon to view the entire conversation in a new window. For knowledge base articles, click on the article to open it in a new window.

The benefits of using similar conversations include:

• Handling complex inquiries faster and more efficiently

• Reducing the need to manually search through previous conversations or knowledge base articles

• Learn from prior conversations to identify trends and improve processes

Use the spacebar shortcut when the composer is empty, or click the Compose with Copilot icon to draft new replies, refine existing text, or iterate multiple times with custom prompts.

Example prompts:

• Draft a helpful follow-up when a customer hasn’t replied in a few days.

• Thank a customer for feedback and explain how it helps.

• Add structure with bullets or numbered steps.

• Summarize the issue in one line at the top.

See this article to learn more about the information Copilot uses to generate responses.

For existing messages, you’ll see preset options as well as the text field for writing custom prompts.

Click the Ask Copilot icon next to the comment bar to quickly gather context on a conversation and plan next steps without manually searching.

See this article to learn more.

This feature is available for the following channel types: Email, Front Chat, Portal, Slack, SMS, WhatsApp (native), WhatsApp (via Twilio), Yalo WhatsApp.

Only English is officially supported at this time. While it is possible to use this feature with other languages, unexpected results may occur.

Yes, there is a toggle within the workspace Front AI setting that allows you to toggle suggested replies on and off. If suggested replies is toggled off, but Copilot is still configured for specific inboxes, the conversation summary and relevant conversations and knowledge articles features will still work.

See this article for additional AI FAQs.

The Copilot add-on is included with the latest Enterprise plan at no additional cost.

For the latest Starter/Professional plans and legacy Growth/Scale plans: 

• 10 suggested replies/active license/month are included at no additional cost. To start using the included suggested replies, toggle on the Suggested replies setting in your workspace settings.

• A suggested reply is counted toward the limit when a user sends the draft, whether they select "take over" or copy and paste it into a new message.

• For unlimited usage, the add-on is $20/seat/month and added to your invoice based on your billing cycle.

• To purchase the Copilot add-on, navigate to your billing settings page to activate it.

• The add-on will remain on your subscription and will auto-renew unless updated within the Upcoming plan at renewal tab in your billing settings. To learn more about plan changes related to add-ons, see this article.