CHATBOTS
Front-to-Slack Escalation Context Card
When a Front conversation is tagged for escalation, it summarizes the customer issue and history into a Slack message card in the on-call channel.
How it runs
The automated pipeline, trigger to output.
- TriggerEscalation tag added to Front conversationFront
- ActionFetch conversation historyFront
- ActionBuild triage context cardOpenAI
- OutputPost card with Front deep link to Slack channelSlack
What it does
When an agent applies an "escalate" tag to a Front conversation, this bot builds a compact context card — customer, severity, what's been tried, the unresolved ask — and posts it to your engineering or tier-2 Slack channel with a one-click link back to the Front thread. The specialist gets the whole story in Slack without ever opening the inbox cold.
When to use it
Use it when frontline support escalates to a separate Slack-based team (engineering, billing ops, security) and you want the receiving team to triage from a summary instead of digging through Front.
How it works
- 1Front fires when the configured escalation tag is added to a conversation.
- 2The bot fetches the conversation history from the Front API.
- 3An OpenAI call produces a short triage card: one-line problem, severity guess, steps already taken, and the blocker.
- 4The card posts to the designated Slack channel with a direct deep link to the Front conversation for the responder to claim.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run this workflow in your colony.
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