CUSTOMER SUPPORT
Summarize Front conversations on assignment handoff
When a Front conversation is reassigned to a new teammate, generate a concise AI summary of the thread so far and append it as a private comment so the new owner has instant…
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation reassignedFront
- ActionFetch full message historyFront
- ActionGenerate handoff brief with LLMOpenAI
- OutputPost brief as private commentFront
What it does
Every time a Front conversation changes assignee, this workflow reads the full message history, asks an LLM to write a tight handoff brief (customer ask, what's been tried, what's blocking, suggested next step), and posts it back as a private comment on the conversation. The new owner sees the context without scrolling the whole thread.
When to use it
Run this on any shared inbox where conversations bounce between agents — tiered support, follow-the-sun coverage, or escalations from frontline to specialists. It kills the "let me catch up first" delay on every handoff.
How it works
- 1Front fires an `assignee changed` event for a conversation.
- 2The workflow pulls every message and comment in the thread via the Front API.
- 3An OpenAI call condenses the thread into a 5-line handoff brief with the original ask, actions taken, current blocker, and a recommended next move.
- 4The brief is posted back to the same conversation as a private comment (visible only to teammates, never the customer), tagged so it's easy to spot.
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 this workflow in your colony.
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