AI & RAG
Answer Front Tickets with Cited ReadMe Doc Snippets
When a new Front ticket arrives, search your ReadMe docs and Coda runbooks for relevant passages and draft an answer with inline citations as a private Front comment for an agent…
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Front ticket receivedFront
- ActionRetrieve matching ReadMe articlesReadMe
- ActionRetrieve matching Coda runbook rowsCoda
- LogicSkip and tag if no passage clears relevance threshold
- ActionDraft grounded answer with citationsOpenAI
- OutputPost draft as internal Front commentFront
What it does
Turns every inbound support email into a draft reply grounded in your own documentation. It retrieves the most relevant ReadMe articles and Coda runbook rows, has an LLM write a concise answer, and attaches it as an internal Front comment with links back to each source — so the human agent sends a verified answer in seconds instead of hunting through docs.
When to use it
Use this when your support team answers the same product questions repeatedly and you want consistent, citation-backed first drafts without auto-sending to customers. Ideal for teams that keep public docs in ReadMe and internal SOPs in Coda.
How it works
- 1A new ticket in Front fires the trigger and the customer's message is extracted.
- 2The agent queries the ReadMe knowledge base and a Coda doc table for passages matching the question.
- 3If no passage scores above the relevance threshold, the ticket is tagged "needs-human" and skipped.
- 4OpenAI composes a grounded answer that quotes only the retrieved snippets and appends source links.
- 5The draft is posted as a private internal comment on the original Front ticket for agent review.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect ReadMeAPI docs, changelog, auth.
- 3Connect CodaDocs, packs, automations.
- 4Connect OpenAIModels, embeddings, files.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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