> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Front overview

> Run Front as the shared inbox your team works in while OpenCX resolves, routes, and hands off conversations with full context.

OpenCX works alongside your team inside Front. The AI resolves what it can, escalates what it can't, and posts a <Tooltip tip="An internal comment visible only to your team. Contains the conversation summary, detected sentiment, and escalation reason.">handoff note</Tooltip> with full context straight into the conversation thread your reps already work in.

<Tip>
  Setup starts at [**Settings → Ticketing System**](https://platform.open.cx/settings/ticketing) in your OpenCX dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="Conversations your reps pick up with full context" icon="message">
    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.
  </Accordion>

  <Accordion title="AI replies as a dedicated teammate" icon="robot">
    Choose a Front <Tooltip tip="A user account in your Front workspace. OpenCX posts AI replies as this teammate so customers see a consistent identity.">teammate</Tooltip> to represent the AI. Customer-facing replies come from that account. Internal comments stay private. Your team always knows which messages the AI sent.
  </Accordion>

  <Accordion title="Unassigned conversations handled automatically" icon="circle-plus">
    Enable **Handle unassigned conversations** and the AI picks up conversations that arrive in your <Tooltip tip="The shared mailbox in Front where conversations from all connected channels land.">inbox</Tooltip> without an assignee — no routing rules required.
  </Accordion>

  <Accordion title="Every channel your inbox receives" icon="grid-2">
    Email, SMS, chat, and phone conversations that land in Front are all processed by the AI. OpenCX maps each Front <Tooltip tip="Front categorizes messages by type: email, sms, custom (chat), call, tweet, smooch (third-party messaging), and intercom.">message type</Tooltip> to the correct channel automatically.
  </Accordion>

  <Accordion title="Tags synced to your Front conversations" icon="tag">
    OpenCX creates and applies <Tooltip tip="Labels attached to Front conversations. OpenCX creates them if they don't exist, then adds them to the conversation so your team can filter views and build reports.">tags</Tooltip> to Front conversations so your team can filter views and build reports without leaving Front.
  </Accordion>
</AccordionGroup>

## 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.

<CardGroup cols={2}>
  <Card title="Email" icon="envelope" href="/integrations/front/channels/email">
    Email conversations handed off to your Front inbox.
  </Card>

  <Card title="Chat" icon="comments" href="/integrations/front/channels/web">
    Web chat and messaging conversations routed to Front.
  </Card>

  <Card title="SMS" icon="comment-sms" href="/integrations/front/channels/sms">
    Inbound SMS conversations handed off to your team.
  </Card>

  <Card title="Phone" icon="phone" href="/integrations/front/channels/phone">
    Call records handed off with the conversation context.
  </Card>
</CardGroup>

## 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.

<AccordionGroup>
  <Accordion title="Handoff notes with AI reasoning" icon="note-sticky">
    Every handoff posts an <Tooltip tip="A comment visible only to teammates in the Front conversation, not to the customer.">internal comment</Tooltip> containing the conversation summary and detected sentiment. Your rep opens the conversation and immediately knows **why** the AI escalated and **what** the customer needs.
  </Accordion>

  <Accordion title="Resolution notes on AI-closed conversations" icon="circle-check">
    When the AI resolves a conversation, it posts an internal comment with the resolution summary and sentiment, then <Tooltip tip="Front's equivalent of closing a conversation. Archived conversations move out of the active inbox but remain searchable and can be reopened.">archives</Tooltip> the conversation in Front. Your team can review what was resolved and how.
  </Accordion>

  <Accordion title="Open in Front from your OpenCX Inbox" icon="link">
    Sessions linked to a Front conversation show an **Open in Front** button in the OpenCX [Inbox](https://platform.open.cx/inbox). One click opens the conversation directly in Front.
  </Accordion>

  <Accordion title="Tags you can filter views and reports by" icon="tag">
    OpenCX syncs session tags to Front conversations. Build Front views and analytics rules on these tags without touching OpenCX.
  </Accordion>
</AccordionGroup>

<Note>
  The **Open in Front** link appears automatically for any session that has a linked Front conversation. No extra configuration needed.
</Note>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Front" icon="plug" href="/integrations/front/connect">
    API token, webhook, teammate selection, and settings.
  </Card>

  <Card title="Conversations" icon="messages" href="/integrations/front/conversations">
    How messages flow, handoff steps, and tags.
  </Card>

  <Card title="Knowledge Sync" icon="book" href="/knowledge/sources/front/connect">
    Train the AI on your Front Help Center articles.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/front/troubleshooting">
    Credentials failing, webhook silent, AI not replying.
  </Card>
</CardGroup>