Who this comparison is for
LiveConnect highlights
- SLA-first routing and surge deflection
- Deep ticketing and analytics via Desk + InsightLake
Front highlights
- Strong email collaboration and assignments
Capability matrix
| Capability | LiveConnect | Front | Notes |
|---|---|---|---|
| Unified channels beyond email (IG/FB/WA/SMS) | Full | Partial | PulseGate coverage |
| SLA timers & queue-level targets | Native | Partial | Support-grade SLAs |
| Voice escalation & call state in thread | Native | Add-on | VoiceLink attachments |
| Payments in chat | Native | Add-on | Hosted checkout links |
| QA scoring & coaching tools | Full | Partial | Observe/whisper/barge |
- Email-heavy workflows differ from chat/SMS-first operations.
Total cost of ownership
For support orgs, LiveConnect reduces custom glue for SLAs, coaching, and multi-channel voice/payments—decreasing ops time vs. stitching multiple Front add-ons.
Assumptions
- Switching from shared inbox to support queueing
Migration plan
From Front · Import mailboxes → enable chat/social/SMS → establish SLAs
-
1
Forward/shared email to LiveConnect email handoff
-
2
Turn on web chat + social/SMS via PulseGate
-
3
Define skills, concurrency, and SLA targets; coach agents
Security
- Audit logs, export & deletion workflows
- PII masking and SecureStore attachments
Evidence & sources
| Claim | Value | Source |
|---|---|---|
| Email handoff + chat merge | Thread timeline + ticket link |
product_docs
PulseGate + Desk
|
About LiveConnect
LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.