CUSTOMER SUPPORT
Notify the new owner in Slack with a handoff summary
On a Front conversation handoff, generate an AI summary and DM it to the newly assigned agent in Slack with a deep link, so they're alerted and briefed in one message.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation reassignedFront
- ActionFetch conversation messagesFront
- ActionSummarize thread with LLMOpenAI
- ActionResolve assignee Slack ID by emailSlack
- OutputDM summary and link to new ownerSlack
What it does
When a Front conversation is reassigned, this workflow summarizes the thread and sends the new assignee a Slack direct message containing the brief plus a one-click link back to the conversation. The agent gets pinged where they already work instead of discovering the handoff later in their inbox.
When to use it
Ideal for teams that live in Slack and treat the Front inbox as a queue. Use it when handoffs are time-sensitive and a silent reassignment would otherwise sit unnoticed.
How it works
- 1Front fires an `assignee changed` event.
- 2The workflow fetches the conversation's messages from Front.
- 3An OpenAI call produces a short summary plus a suggested first action.
- 4The workflow looks up the new assignee's Slack ID from their email.
- 5It sends a Slack DM with the summary, customer name, and a deep link to the Front conversation.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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