Front's Usage Policy

Front’s products and services have certain usage requirements.  For any Excessive Use, we reserve the right to throttle or suspend Customer’s use of the Services that exceeds usage limits or otherwise violates these usage requirements at any time. We will notify you if we detect Excessive Use, and you must collaborate with us to resolve such cases of Excessive Use within 10 days of being notified. We may update this usage policy from time to time.

Excessive Use: a level of usage of the Services by Customer that significantly exceeds the average or typical usage patterns of other customers on the same plan or service tier, or that causes (or is reasonably likely to cause) degradation of performance, integrity or security of the Services.

Examples: significantly exceeding typical usage expectations (such as message volume), using more resources than other customers of similar size (where size is based on the number of seats), or consuming an unusually high amount of storage, bandwidth, or other resources.  

You may find the rest of our terms here.

• Copilot: an AI assistant that auto-drafts replies. 

  • Starter and Professional Plans: your organization will receive a monthly quota of suggested replies that is based on the number of seats multiplied by 10. Responses are pooled across users on a per month basis.

  • Enterprise Plan: Unlimited, subject to this usage policy.

• Data Retention for Analytics: Front will store and process historical Customer Data to generate analytics on your behalf so you can compare current values and track progress.  

  • Data retention applies only while a Customer is on an active subscription. When you cancel, all Customer Data is deleted 30 days after a cancellation unless due to legal compliance reasons. Learn more here.

  • Starter Plan: up to 12 months

  • Professional Plan: up to 24 months

  • Enterprise Plan: Unlimited, subject to this policy.

• Message volume: the amount of messages processed by Front on behalf of a Customer.  This includes any message type, such as email, SMS, calls, and WhatsApp messages.

  • Front will optimally process 300 messages per seat per day only.  Beyond this threshold, any messages processed by Front may not conform to Front’s SLA, and a Customer may be subject to throttling or suspension of Front’s services. 

• Rules: a set of steps you define to handle specific tasks that apply to workspaces only, comprising of (1) triggers (events that cause a rule to start scanning for the conditions), (2) conditions (criteria that needs to exist in order for the rule to run the actions), and (3) actions (resulting actions that occur from the rule once conditions are met). Learn more here.

  • Starter Plan: up to 10 Rules.

  • Professional Plan: up to 20 Rules.

  • Enterprise Plan: Unlimited, subject to this usage policy.

    • 200 Rules per workspace is our recommended number of rules.  Another way to handle rules for your system to run efficiently is through rulesets. Learn more here.

    • When you go beyond 200 Rules, we will not auto-throttle your use, but you run the risk of adversely impacting your access and use of Front services.

• WhatsApp Premium Channel: connect multiple WhatsApp Business phone numbers directly into Front, and receive and reply to WhatsApp messages via Front.

  • Trial: up to 100 messages

• Workforce Management (“WFM”): organize schedules in real-time with the right number of teammates, with the right skills, working at the right time; plan shifts, manage time off, and automatically balance workloads.

  • WFM replaces basic shifts when purchased

  • WFM does not include automatic availability or out-of-office status updates

• Workspaces: a space where inboxes can have their own workflows, analytics, and resources (e.g., tags, message templates). Learn more here.

  • Starter Plan: 1 Workspace only.

  • Professional Plan: up to 5 Workspaces.

  • Enterprise Plan: Unlimited, subject to this usage policy.

    • Note: any throttling that may take place due to Excessive Use of Rules will apply to the related Workspace.