[Early access program] AI Compose and Summarize features

Karen_Nguyen
updated yesterday

Overview

New AI features within Front are currently available through an early access program. You can join the waitlist here. You’ll be notified via email when AI features have been enabled for your team.

Features

Compose with AI

Email channels only: AI capabilities within the Front composer enable you to instantly draft messages using context from an ongoing conversation or just a few bullet points. With AI draft assistance, you can focus on polishing and refining customer communication, rather than starting from scratch. AI drafts are generated based on the draft you've already provided as well as any previous messages in the conversation (not including attachments).

To get started, just click the wand icon in the composer toolbar.

Summarize with AI

You can also summarize a Front conversation with a click. The AI-generated summary also includes a customer happiness score and even a recommendation for the best next step. The summary is based on the messages in the conversation; it doesn't include comments and attachments.

To generate a conversation summary, click the wand icon in the comment composer toolbar in the bottom right corner.

Enable or disable AI features

You must be a Company Admin to manage AI features for all Front users in your company.

Step 1

Click the gear icon on the top right of Front and into the Company settings tab, then select Preferences from the left menu.

Step 2

Next to the Disable AI Features preference, click the toggle to disable AI features for your company, then click Save. Toggle off the preference to enable AI features for your company.

FAQ

Is my data used for model training purposes, or any purposes other than to provide the AI output to the user?

No. We use OpenAI’s ChatGPT API to power AI features within Front, and OpenAI does not train their models on any Front customer data. Your data is not used for any purpose other than to provide the AI output to the user. In accordance with the GDPR, OpenAI is listed as a subprocessor on our website here.

What context does the AI compose feature use to generate email replies?

Today, the AI compose feature generates replies based on:

Any details you’ve already provided in your draft, like bullet points
The messages in the conversation you’re replying to

In the future, we’ll improve the accuracy of AI compose by leveraging broader context like your knowledge base and message templates.

Do the AI features use content in attachments or comments?

No. The AI compose and summarize features only use written content in the conversation’s messages.

Which provider powers AI features in Front?

We're using OpenAI, which is the industry-leading AI provider. Specifically, we use the ChatGPT API.

Yes, OpenAI is a Front subprocessor as detailed in our publicly available subprocessor list found here.

Feedback

We'd love to hear about your experience! Contact us here and make sure to include the subject line AI Compose/Summarize Feedback.

Pricing

AI Compose is available on the Scale and Premier plans at no additional cost
AI Summarize is available on the latest iteration of the Growth plan (May 2023), Scale, and Premier plans at no additional cost
Users with high usage in a short period of time may encounter rate limits.