CUSTOMER SUPPORT
Draft Front replies grounded in Zendesk help-center articles
Combines past resolved threads with matching Zendesk help-center articles so the auto-drafted Front reply both sounds like your team and cites accurate, up-to-date product facts.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in FrontFront
- ActionRetrieve tone examples from PostgresPostgres
- ActionSearch relevant Zendesk KB articlesZendesk
- ActionWrite grounded, tone-matched replyOpenAI
- OutputCreate Front draft with article linksFront
What it does
It drafts a Front reply that is both on-brand and factually grounded. Resolved threads supply the tone; Zendesk help-center articles supply the current facts, so the draft never confidently restates an outdated workaround. Relevant article links are embedded in the draft for the agent.
When to use it
Use it when your product changes often enough that tone-only drafting risks parroting stale answers, and you maintain a Zendesk help center you trust as the source of truth.
How it works
- 1A new inbound Front message triggers the flow.
- 2The engine retrieves similar resolved threads from Postgres for tone and structure.
- 3In parallel it searches Zendesk for the help-center articles most relevant to the question.
- 4OpenAI writes a reply that matches the example tone while only asserting facts supported by the retrieved articles, and lists the source links.
- 5The grounded draft, with article links, is created on the Front conversation for agent review.
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 ZendeskTickets, queues, knowledge base.
- 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 this workflow in your colony.
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