Historical source and event dates are not site publication dates. Product plans, policies and availability may have changed since retrieval.
The setup
Front is a shared inbox built for support and sales teams working the same set of addresses, and its AI features sit on top of that existing inbox rather than replacing it. Turning on suggested replies means an admin enabling the feature under company settings, then, separately, feeding it what Front calls knowledge sources — a help center, uploaded files, or the team's own past conversations — because, as Front's own documentation on knowledge sources puts it, the AI features are only as powerful as the information they can access.
What the documents show
That knowledge-sources page states that Front AI learns from your team's past interactions, and that by analyzing how a team has solved similar tickets before, it can suggest replies from similar conversations that match the team's own tone and expertise. A companion overview of Front's AI features names two related products: Copilot, which drafts and refines replies for a person to review, and Autopilot, described as an omnichannel AI agent that can execute a reply end to end while maintaining clear escalation controls. A third page, on the AI replies hub, gives admins one place to review every AI-generated message, split by status into suggested drafts, sent suggested replies, and sent Autopilot replies, alongside the exact source excerpt each draft was built from.
The friction
The replies hub page states plainly that drafts and sent messages cannot currently be exported, and that stopping a draft from being sent is not done inside the hub itself — a person has to open the original conversation and either discard the draft or send their own reply instead. The overview page adds that both Copilot and Autopilot are paid add-ons on top of a Front plan, including trials, so a team cannot test the historical-conversation matching without first choosing which of the two products, human-reviewed or autonomous, it wants to trial.
What changed in the work
Before this kind of feature, answering a recurring question meant a person searching their own inbox or a colleague's for the last time someone answered it well. What the documents support is that Front's suggested replies do that search automatically and surface the specific past message used, with a visible citation rather than an unattributed rewrite. Labelled as editorial, the kept-or-dropped distinction that matters here is Copilot versus Autopilot: one keeps a human sending every message, the other is described as sending some itself under escalation rules a team has to define.
- Which knowledge sources, if any, has this workspace connected for AI replies to draw from?
- Is the team using Copilot, which drafts for review, or Autopilot, which can send replies itself?
- Who checks the AI replies hub, and how often, to see what was actually sent under either product?
Front's own pages describe the mechanism and the review point; they do not say how often a team actually opens the replies hub once the novelty of watching it work wears off.
Sources & verification
Preserved from the earlier archive. These sources have not all been freshly rechecked for this expansion.
- Front AI featuresSource date: not stated · Retrieved: 2026-09-16
Overview naming Copilot (drafts for review) and Autopilot (autonomous agent with escalation controls) as the two reply-generating products.
- AI replies hubSource date: not stated · Retrieved: 2026-09-16
Describes the admin review interface for AI-generated drafts and sent replies, its pricing gate, and that drafts cannot be exported.
- Maximizing Front AI with knowledge sourcesSource date: not stated · Retrieved: 2026-09-16
States that Front AI learns from a team's historical conversations to suggest replies matching the team's tone and expertise.
Continue the workflow
- Review a shared-inbox draft without colliding or sending early
A small-team shared-inbox routine that prevents duplicate replies, context leakage, approval confusion, and accidental sends.
- Reconcile meeting actions across a recurring series
A method for resolving duplicate, changed, and conflicting action items across recurring meeting notes, transcripts, and task systems.
- Write an asynchronous status update from source records
A compact status-update format for freelancers and small teams that readers can verify without scheduling another meeting.
- Missive's AI assistant reads a thread's internal comments too
Missive's own docs show the assistant sees internal chat and notes in a thread, billed through an org-level provider a rep does not pick.