CUSTOMER SUPPORT
Auto-draft a tone-matched Front reply from past resolved threads
When a new Front conversation arrives, retrieves the most similar resolved threads and uses them as few-shot examples to write a tone-matched draft reply.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in Front inboxFront
- ActionEmbed question, fetch top resolved threadsPostgres
- LogicBuild few-shot examples from matches
- ActionGenerate tone-matched replyOpenAI
- OutputCreate draft on Front conversationFront
What it does
Every inbound Front conversation gets a ready-to-edit draft reply that sounds like your team. It pulls your best past resolutions as examples so the model copies your real voice instead of inventing a generic one. Agents review and send — nothing goes out automatically.
When to use it
Use it on a shared support inbox where reply quality and consistent tone matter, and where agents waste time writing the same answers from scratch. Ideal for teams that already have a backlog of well-handled resolved threads to learn from.
How it works
- 1A new inbound message lands in a Front inbox and fires the trigger.
- 2The draft engine embeds the customer's question and queries Postgres for the top resolved threads with the closest meaning.
- 3Those threads are formatted as few-shot examples (question plus the human-sent reply).
- 4OpenAI writes a reply conditioned on the examples, the customer's history, and a tone instruction.
- 5The reply is created as a draft on the Front conversation, assigned to the right agent for review and one-click send.
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.
- 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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