Product

Introducing Aide for Front

Over 9,000 businesses use Front to deliver exceptional customer support at scale. Aide is designed specifically for Front and works well with its best-in-class platform. Our integration elevates the work experience for teams and equips leaders with next-gen automations that they can roll out on their own terms.

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Feb 14, 2025

Today we're announcing our Front integration. Now any team can benefit from Aide while they use Front.

Teams can integrate AI into their work in two ways: agent assist and automations. We're excited to make these solutions more widely available.

Agent assist

Aide provides an agent assist side panel for your team. It is a customizable display with suggestions and context for each support ticket. The agent assist panel has the following parts:

  1. Context: Aide can retrieve customer context from any third-party system - whether it's a CRM, e-commerce platform, or back office software. This information is then displayed directly in the Front sidebar, complete with links to the original source of each data point.

  2. Topic detection: Aide automatically detects and displays the topic for each conversation you open in Front. The topic updates in real-time as you switch between conversations, based on the customer's most recent message. You can provide feedback via thumbs up or down to help train the model. Positive feedback adds a training example, while negative feedback helps refine future detections.

  3. Generated drafts: Aide generates drafted replies by drawing from your past responses, Front message templates (automatically imported during account connection), and your knowledge base/FAQ. You can customize the draft generation process by adding custom scenarios within scenarios created for specific topics.

  4. Suggested macros: Aide can automatically suggest or apply relevant message templates and macros for your agents to review, reducing time spent searching for the right response. This is configured through scenarios with a suggest action, which can recommend either canned response templates or macros.

Automations

Aide uses scenarios to automate repetitive processes. A scenario can be created for any common business problem. Each scenario has a set of conditions and actions to apply when those conditions are true. We've found that scenarios are the most reliable and scalable way to create automations. They are also easy to create and maintain, as they don't require complex flow builders.

Automated actions

Aide can carry out any of the following automated actions:

  • Response Generation: a response is generated and sent to the customer, based on custom instructions
  • Tag & Inbox Action Automation: for automated triaging such as tagging, moving to a different inbox, or updating ticket status
  • Canned Response: a message response template is used, which can reference placeholder values
  • Third-party automation: any action in a third party system, such as updating an order in Shopify or creating a contact in Salesforce

Escalating automations

Sometimes the conditions of a scenario are met but there's still a need for human attention. In this case, the ticket should be escalated to your team. Aide supports escalation and our system encourages safe automation by asking you to define when and when not to escalate a ticket in plain English.

Let us Aide you

Now that our integration is generally available on the Front App Store, we're eager to get new teams on board. We can assist in building custom automation libraries for any kind of business, and are also happy to create connections to any source of customer information.

For more information or to schedule a demo, visit aide.app/demo or contact [email protected].

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