Front

Version 1.0 · Last updated 2026-08-10

Context

Front is a shared inbox that brings email, live chat, and SMS together in one place, so support and ops teams can work every channel without switching tools.

Whichever channel a conversation closes on, it becomes grounding content for Living Knowledge, so a resolved email teaches the agent just as much as a resolved chat. The Team Assistant then drafts answers right inside the same shared inbox your team already triages, pulling from Living Knowledge and similar past threads, so a rep opens a suggested reply instead of a blank one. When a live chat needs a person, the handoff lands in that inbox too, with the full thread attached.

Key benefits

• Every closed channel teaches the agent: A conversation that closes over email, chat, or SMS feeds Living Knowledge the same way, so the agent isn’t only as good as your busiest channel.
• Team Assistant inside the shared inbox: Your team answers alongside the agent in Front itself, drawing on Living Knowledge and related threads, without opening a second tool.
• Handoff with the thread attached: When a person is needed, the conversation passes to your team with its whole history, whichever channel it started on.

How does it work?

Unless pulls closed conversations out of Front’s shared inbox into Living Knowledge, where they ground the agent regardless of which channel they came in on. The Team Assistant drafts answers inside that same inbox using Living Knowledge and related threads, and hands off live chats to your team, with history intact, when a person is needed.

Install instructions

Once at the Integrations tab of your Unless dashboard, you can select “Configure” for the Front integration. This will open a popup where you can connect your Front account and set up the integration.