CHATBOTS
Front Intent-Based Team Router
On each new inbound Front message, it classifies the customer intent, routes the conversation to the right team inbox.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message opens Front conversationFront
- ActionClassify intent and summarize messageOpenAI
- LogicMap intent to target team inbox
- ActionMove conversation to matched inboxFront
- OutputPost intent and summary as internal commentFront
What it does
Every inbound message that opens a new Front conversation gets read and classified — billing, technical, sales, or cancellation — then assigned to the matching team inbox. The bot also leaves an internal comment stating the detected intent and a one-line summary, so whoever picks it up knows the route was deliberate.
When to use it
Use it when a single catch-all address (hello@, info@) feeds multiple teams and manual triage is the bottleneck. It removes the human sorting step and gets each conversation to the right queue within seconds.
How it works
- 1Front fires on inbound message creating a new conversation.
- 2An OpenAI call classifies the message into one of your defined intent buckets and writes a one-line summary.
- 3A logic branch maps the detected intent to the correct Front team inbox or rule.
- 4The bot moves the conversation to that inbox and posts an internal comment recording the intent and summary for the receiving agent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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