CUSTOMER SUPPORT
Draft Front replies but Slack-escalate the low-confidence ones
Drafts a tone-matched Front reply from similar resolved threads, then branches on the model's confidence: high-confidence drafts post silently.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in FrontFront
- ActionRetrieve similar resolved threadsPostgres
- ActionGenerate reply with confidence scoreOpenAI
- LogicBranch on confidence threshold
- OutputCreate Front draft (high) or Slack escalate (low)Front
What it does
It writes a draft reply for every Front conversation, but treats uncertainty as a first-class signal. When the model is confident the answer matches a known resolution pattern, it quietly attaches the draft. When it isn't — novel issue, thin context, conflicting examples — it escalates to Slack instead of guessing.
When to use it
Use it when bad auto-drafts are worse than none, and you want a safety valve that routes hard cases to a human early instead of letting a weak draft sit in the queue.
How it works
- 1A new inbound Front message triggers the flow.
- 2The engine retrieves similar resolved threads from Postgres and asks OpenAI for both a reply and a confidence score.
- 3A logic branch checks the score against your threshold.
- 4High-confidence path: the draft is created on the Front conversation for quick agent review.
- 5Low-confidence path: a Slack message posts the question, the closest matches, and a link to the thread so a human can take it directly.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 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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