Supplemental Terms

Effective March 1, 2025.

See the prior version:

These Supplemental Terms are hereby incorporated into the Saas Services Agreement or, if different, the agreement between Customer and Front for the provision of Front’s Services (the "Agreement"), and apply to Customer’s use of the features of the Services as described herein. Capitalized terms used and not defined herein have the meanings given to them in the Agreement. Notwithstanding anything to the contrary in the Agreement, Front reserves the right, at its sole discretion, to update these Supplemental Terms as needed to address updates to features and functionality within the Services. The individual agreeing to these Supplemental Terms represents to Front that they have the authority to bind Customer and any Affiliates to this Agreement.

Messaging Integrations Terms

Certain products and features within the Services (including channel integrations, the “Messaging Integrations”) allow Customers to integrate the Services with various third-party messaging platforms (such as WhatsApp, referred to as the “Non-Front Messaging Platforms”). By using the Messaging Integrations, Customer hereby acknowledges that the Non-Front Messaging Platforms are non-Front services and certify that Customer has agreed to and will comply with the terms of service that such Non-Front Messaging Platforms use to govern the use of their platform(s) (as amended from time to time, the “Non-Front Messaging Platform Terms”), regardless of whether they are specifically listed herein. Such Non-Front Messaging Platform Terms include but are not limited to the terms available at the links provided in this document and any policies and terms referenced therein.

If Customer does not agree to certain Non-Front Messaging Platform Terms, then the Customer cannot use the applicable Non-Front Messaging Platform. Customer acknowledges and agrees that Front does not operate the Non-Front Messaging Platforms or the services provided by the Non-Front Messaging Platforms.

If Customer uses the Messaging Integrations, Customer hereby represents that it has provided notice to and received all necessary consents from its End Users to contact such End Users using the Messaging Integrations and/or the Non-Front Messaging Platforms enabled within its account. Further, Customer agrees that Customer Data and Personal Data may be transferred to and processed by the Non-Front Messaging Platforms which Customer integrates as necessary to provide the Services. Customer acknowledges that it is responsible for configuring the interoperability of the Services with Non-Front Messaging Platforms to the extent any such actions are required outside of the Services.

Front does not guarantee the continued availability or performance of the Non-Front Messaging Platforms.

Further, Customer acknowledges and agrees that Front does not determine or control the content of the Non-Front Messaging Platform Terms and that Front shall have no liability associated with Customer’s use of the Non-Front Messaging Platforms. Any modification of the Non-Front Messaging Platforms, to the Non-Front Messaging Platform Terms, or to the fees charged by the Non-Front Messaging Platforms to Customer, shall not relieve any of Customer’s obligations to Front. Customer acknowledges and agrees that the Non-Front Messaging Platforms may alter their fees at any time and Front has no control over any such changes.

WhatsApp Supplemental Terms

To use any Messaging Integrations that integrate with WhatsApp, Customer must have a WhatsApp business account (“WhatsApp Account”) and at least one WhatsApp phone number (“WhatsApp Number”). WhatsApp Numbers are sold separately from the Messaging Integrations. In connection with the Messaging Integrations, Customer is entitled to use no more than the number of units that they purchase from Front as indicated on an order form.

WhatsApp may revoke Customer’s use of the WhatsApp services in its sole discretion at any time. Front will not refund any Fees paid by Customer should WhatsApp eliminate Customer’s access to the WhatsApp Service functionality required for use of the Messaging Integrations at any time during the Subscription Term.

With respect to WhatsApp, the Non-Front Messaging Platform Terms with which Customer must comply include, without limitation, the terms available at the following links:

Customer Knowledge Base Terms

When accessing and using the Customer Knowledge Base, you must follow the guidelines stated in Front’s End User Conduct and Content Policy and agree to these additional terms.

Customer Knowledge Base users may not:

  1. Submit any content that contains intentionally false, inaccurate, or deceptive information that is likely to cause harm;

  2. Use the Customer Knowledge Base in any way that breaches a contractual obligation you have to a third party; or

  3. Represent that content you submit to the Customer Knowledge Base is sponsored or approved by Front.

Front may edit, redact, or delete content on the Customer Knowledge Base for any reason. Between you and Front, you remain solely responsible for content you submit to the Customer Knowledge Base.

Content Import for AI Terms

By using the Content Import for AI feature, Customer agrees to be bound by these Supplemental Terms and:

  1. instructs Front and its vendors to collect on Customer’s behalf the contents of any web pages hosted at the domain Customer submits when enabling the feature (collectively, “Content”), and to use Content for the purpose of enabling such feature and providing the Services;

  2. agrees that Front may use automated web scraping techniques to facilitate collection of the Content;

  3. agrees that if access to or use of the Contents is subject to website terms of use or other terms that conflict or are inconsistent with these Content Import for AI Terms or the other provisions of the Agreement, such conflicting or inconsistent terms shall not apply to Front’s or its vendors’ performance of the Services;

  4. represents and warrants to Front that Customer has all rights and permissions necessary for Front’s collection and use of the Content as contemplated by these Content Import for AI Terms and the Agreement, and that such collection and use will not violate applicable law or any third party’s rights; and

  5. agrees that such Content will constitute Customer Data as defined in the Agreement.

AI Features Terms

The Service provides artificial intelligence ("AI") features ("AI Features") designed to enhance user efficiency and boost productivity. By enabling the AI Features, Customer agrees to be bound by these Supplemental Terms and as follows:

Customer Data. To enable and improve the AI Features for Customers that use them, Front uses their Customer Data to train and improve AI models that enable the AI Features. However, models trained by Front on the Customer Data of one Customer will not output that same Customer Data to another Customer or third party. Additionally, while Front uses certain Subprocessors to help enable the AI Features (e.g., OpenAI, Microsoft, Amazon Web Services), Front does not allow Subprocessors to use Customer Data to train or improve their own AI models.

Opting Out. Customers can opt-out of the use of Customer Data to train and improve the AI Features by disabling all of the AI Features in their administrative settings. Opting-out prevents further training after the opt-out is received but does not affect training that preceded the opt-out. If Customer opts-out and then subsequently opts-in by enabling an AI Feature, Customer understands and agrees that all of their Customer Data may be used to train and improve AI models that enable the AI Features.

Inputs and Outputs. Customer may submit to the AI Features textual, audiovisual or other content ("Inputs") for the purpose of generating and returning to Customer through the AI Features textual, audiovisual or other content based on the Customer’s inputs ("Outputs"). A Customer’s Inputs and Outputs constitute Customer Data, whereas the AI Features and its algorithms, models and aggregated results on which they are based constitute part of the Services.

Disclaimers. Customer acknowledges that Outputs are computer-generated without human review by Front, and may be inaccurate, incomplete, and/or biased. Customer is solely responsible for its use of the AI Features and independently reviewing Outputs to ensure that they are accurate, complete, and appropriate for Customer’s use, including via human review as needed. Front makes no representations or warranties and provides no indemnities with respect to the Outputs or the results of using the AI Features. Customer acknowledges that Outputs do not represent Front’s views, opinions or conclusions. Without limitation of Front’s confidentiality obligations under the Agreement, Customer acknowledges that Outputs may be the same or similar to Outputs generated for other Front customers, such as when two Customers ask the same question (e.g., Where is the Golden Gate Bridge?) and get the same answer (e.g., San Francisco). Consequently, Customer’s ability to acquire or enforce intellectual property rights in or to Outputs may be limited.

Usage Restrictions. Customer will not use the AI Features:

  1. in a manner that violates applicable laws or regulations of any jurisdiction, including laws or regulations governing use of AI, or the rights of any third party;

  2. for the purposes of, or in a manner that has the effect of, discriminating against or harming individuals or groups based on any protected classification under applicable law, online or offline social behavior, or known or predicted personal or personality characteristics;

  3. to make or facilitate automated decisions impacting an individual’s health, safety, rights, or well-being, or which produce legal or similar significant effects concerning an individual, including for purposes of making employment-related decisions or any automated individual decision making as defined in the General Data Protection Regulation;

  4. for a purpose, or in a manner that could result in the AI Features being classified as, prohibited, "high-risk" or in a similar manner under applicable AI laws or regulations, including use of AI Features for manipulation or deception; exploitation of vulnerabilities (e.g., age, disability, social/economic status); law enforcement or criminal risk assessment; biometric identification or classification; emotional recognition; critical infrastructure or product safety; determining access to education or vocational training; making recruitment or employment-related decisions; worker monitoring; creditworthiness assessment or scoring; underwriting or pricing insurance; or evaluating eligibility for essential services;

  5. to develop any models that compete with Front or any Third Party Services; or

  6. in relation to providing services that are required to be provided by licensed professionals.

AI Platform Policies. Front uses certain Subprocessors to help enable the AI Features, including OpenAI, Microsoft and Amazon Web Services. These Suprocessors have policies, codes of conduct and similar requirements governing use of the AI functionality used by the AI Features (as amended from time to time and as listed in these AI Features Terms, the "AI Platform Policies"), including:

By using the AI Features, Customer agrees to comply with the AI Platform Policies. Customer will indemnify, defend, and hold harmless Front from and against any third party claim arising from or relating to Customer’s use of the AI Features in a manner that violates the AI Platform Policies or other requirements of these Supplemental Terms.