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OpenCX works alongside your team inside Front. The AI resolves what it can, escalates what it can’t, and posts a with full context straight into the conversation thread your reps already work in.
Setup starts at Settings → Ticketing System in your OpenCX dashboard.

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What you get

When the AI escalates, OpenCX posts an internal comment with a conversation summary and detected sentiment. The full AI-to-customer transcript is already in the Front thread — your rep reads one conversation, not two tools.
Choose a Front to represent the AI. Customer-facing replies come from that account. Internal comments stay private. Your team always knows which messages the AI sent.
Enable Handle unassigned conversations and the AI picks up conversations that arrive in your without an assignee — no routing rules required.
Email, SMS, chat, and phone conversations that land in Front are all processed by the AI. OpenCX maps each Front to the correct channel automatically.
OpenCX creates and applies to Front conversations so your team can filter views and build reports without leaving Front.

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Supported channels

Pick the channel you want to wire through Front — each page covers the specifics for that channel on top of the shared setup.

Email

Email conversations handed off to your Front inbox.

Chat

Web chat and messaging conversations routed to Front.

SMS

Inbound SMS conversations handed off to your team.

Phone

Call records handed off with the conversation context.

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Observability

Every conversation OpenCX touches in Front is traceable back to the exact OpenCX session. Your reps debug in the tool they already use; your admins audit without re-running the AI.
Every handoff posts an containing the conversation summary and detected sentiment. Your rep opens the conversation and immediately knows why the AI escalated and what the customer needs.
When the AI resolves a conversation, it posts an internal comment with the resolution summary and sentiment, then the conversation in Front. Your team can review what was resolved and how.
Sessions linked to a Front conversation show an Open in Front button in the OpenCX Inbox. One click opens the conversation directly in Front.
OpenCX syncs session tags to Front conversations. Build Front views and analytics rules on these tags without touching OpenCX.
The Open in Front link appears automatically for any session that has a linked Front conversation. No extra configuration needed.

Connect Front

API token, webhook, teammate selection, and settings.

Conversations

How messages flow, handoff steps, and tags.

Knowledge Sync

Train the AI on your Front Help Center articles.

Troubleshooting

Credentials failing, webhook silent, AI not replying.