CHATBOTS
Front-to-Intercom Cross-Channel Handoff
When a Front conversation is reassigned to the in-product chat team, it summarizes the email history and opens (or notes on) the matching Intercom conversation so the chat agent…
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation reassigned to chat teamFront
- ActionFetch Front email historyFront
- ActionWrite cross-channel handoff summaryOpenAI
- LogicMatch customer in Intercom by email
- OutputPost summary as internal note on Intercom conversationIntercom
What it does
Some issues start over email in Front but finish in live chat. When a Front conversation is reassigned to your in-product chat team, this bot summarizes the email thread and pushes that summary into Intercom — matched to the same customer — so the chat agent picks up exactly where email left off, across two systems.
When to use it
Use it when support spans Front (email) and Intercom (in-app chat) and customers get bounced between them. It stops the customer from repeating themselves when the channel changes mid-issue.
How it works
- 1Front fires when a conversation is reassigned to the designated chat-team inbox.
- 2The bot fetches the Front conversation's email history.
- 3An OpenAI call writes a cross-channel handoff summary keyed to the customer email.
- 4A logic step matches the customer in Intercom by email.
- 5The bot posts the summary as an internal note on the matching Intercom conversation (creating one if none is open) for the chat agent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect IntercomConversations, contacts, articles.
- 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 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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