Comparison
AurionAI vs Front: From Shared Inbox to Full AI Helpdesk
Front is a collaborative inbox platform that excels at team communication. But it is fundamentally a shared inbox, not a purpose-built helpdesk. AurionAI CS is a full-featured AI helpdesk with SLA, voice AI, CSAT, and omnichannel support.
Feature Comparison
| Capability | AurionAI CS | Front |
|---|---|---|
| AI copilot | Included in all plans | AI features (Starter+ plans) |
| Voice AI (phone calls) | Built-in — SIP + WebRTC | No voice AI (phone via third-party) |
| Core model | Full helpdesk | Shared inbox with helpdesk features |
| SLA management | Full SLA + OLA policies, escalation rules | Basic SLA rules (Growth plan+) |
| CSAT surveys | Built-in with one-click rating + analytics | Limited (no native CSAT survey system) |
| Workflow automation | Visual workflow builder with webhooks | Rules (if/then) + workflows (Scale plan) |
| On-call scheduling | Built-in | Not available |
| Knowledge base | LLM-powered article creation | Knowledge base (Growth plan+) |
| Omnichannel | Email, chat, WhatsApp, voice, widget | Email, SMS, social, chat (WhatsApp via integration) |
| Real-time collaboration | Conversation notes + assignment | @mentions, comments, shared drafts — Front's strength |
| Analytics | AI-powered insights + SLA compliance | Analytics (Growth plan+) |
| Custom fields | 9 types, cascading dropdowns | Custom fields (Growth plan+) |
| Pricing model | Flat-rate plans | Per-seat pricing |
| ITSM + CS | Yes — unified platform | CS/communications only |
Key Differences
1. Helpdesk vs Shared Inbox
Front started as a shared inbox and added helpdesk features over time. AurionAI CS was designed as a helpdesk from the ground up. The difference shows in operational features: full SLA management with escalation rules, OLA policies, CSAT surveys with analytics, conversation lifecycle management, and on-call scheduling. For teams that need a helpdesk that happens to have good collaboration, AurionAI CS is purpose-built.
2. Voice AI for Support Teams
Front has no native voice capability. Phone support requires integrating Dialpad, Aircall, or similar. AurionAI CS's voice AI answers phone calls, resolves issues autonomously, and escalates when needed. For support teams with significant phone volume, this eliminates the need for a separate voice tool.
3. AI That Resolves, Not Just Assists
Front has added AI features for composing replies and summarizing threads. These are productivity enhancers. AurionAI CS's AI auto-categorizes conversations, suggests and executes resolutions, generates insights from patterns, and answers phone calls. The AI is a first-line resolver, not just a writing assistant.
4. Purpose-Built Helpdesk Operations
Front's strength is communication collaboration: shared drafts, @mentions, assignment workflows. AurionAI CS's strength is operational helpdesk management: SLA compliance tracking, escalation rules, CSAT measurement, on-call scheduling, teams with routing logic, and AI-powered analytics.
Why Teams Switch to AurionAI
Outgrown the shared inbox
You need SLA tracking, CSAT surveys, and operational analytics that a shared inbox does not provide. AurionAI CS is a full helpdesk.
Customers call, nobody picks up
Front is email and messaging. Your phone line needs a solution. AurionAI CS answers calls with AI.
Contractual SLA tracking needed
Your customers have SLA commitments. Front's SLA rules are basic. AurionAI CS's SLA engine tracks compliance with escalation and reporting.
AI that resolves, not just assists
Front's AI helps write replies. AurionAI CS's AI resolves conversations and answers phone calls.
Pricing Comparison
| Plan feature | AurionAI CS | Front |
|---|---|---|
| Free tier | Yes — limited conversations | No (7-day trial) |
| Starter plan | EUR 199/mo (flat rate) | Starter: $19/seat/mo (min 2 seats) |
| Professional plan | EUR 499/mo (flat rate) | Growth: $59/seat/mo (min 5 seats) |
| Enterprise | Custom pricing | Scale: $99/seat/mo (min 20 seats) |
| AI | Included in all plans | AI features in Starter+ |
| Voice AI | Included | Not available |
| SLA management | All plans | Growth+ only |
| CSAT | Built-in | Not native |
| 10-seat team (Growth) | EUR 499/mo | $590/mo (no voice, no CSAT, basic SLA) |
Front pricing based on publicly available information as of March 2026.
Switching from Front?
Channel setup
Connect your email channels and support phone number in AurionAI CS. The voice AI starts handling calls immediately. Add the chat widget to your website.
Contact migration
Export your Front contacts and import via the AurionAI CS Contacts API. Customer and company data maps directly.
Knowledge base setup
If you have Front's knowledge base, export articles and import into AurionAI CS. The LLM-powered article creator processes HTML and Markdown content.
Workflow translation
Map your Front rules and workflows to AurionAI CS. The visual workflow builder handles conditions, actions, approvals, and webhook triggers. Configure SLA policies for your commitments.
Gradual transition
Start by routing phone calls to AurionAI CS. Keep Front for email collaboration during transition. Migrate channels as your team adapts.
FAQ
Front's collaboration features are great. Does AurionAI CS match them?
AurionAI CS has conversation notes, team assignment, and internal comments. However, Front's real-time collaboration (shared drafts, @mentions with context) is more mature. If real-time multi-agent collaboration is your primary need, Front is stronger. If helpdesk operations are primary, AurionAI CS is purpose-built.
We use Front for sales and support. Can AurionAIAI CS replace both?
AurionAI CS is designed for support, not sales communication. If you use Front for both, you may want to keep Front for sales and use AurionAIAI CS for support, connected via webhooks.
Front has minimum seat requirements. Does AurionAI CS?
No. AurionAI CS's plans are flat-rate with no minimum seat requirement. A solo support agent gets the same features as a 50-person team at the same price.
Can we integrate Front and AurionAI CS?
Yes, via webhooks and API. Route email through Front for collaboration and phone calls through AurionAI CS for voice AI. Sync conversation data between platforms.
We handle high email volume. Is AurionAI CS fast for email workflows?
Yes. AurionAI CS's conversation inbox is designed for high volume with bulk actions, keyboard shortcuts, AI auto-categorization, and skills-based routing. For pure email volume, both tools handle it well. AurionAI CS adds AI-powered triage and voice AI on top.
Ready for a helpdesk that goes beyond the inbox.
Front is a great shared inbox. AurionAI CS is a great helpdesk. SLA management, voice AI, CSAT surveys, and AI copilot — all included. Start free and see the difference.