CUSTOMER SUPPORT
Context-Stitched Front Drafts Using Intercom History
Enriches a new Front conversation with the customer's recent Intercom conversation history.
How it runs
The automated pipeline, trigger to output.
- TriggerNew conversation in FrontFront
- ActionFetch recent Intercom history for senderIntercom
- LogicSkip enrichment if no prior history
- ActionSummarize context and draft replyOpenAI
- OutputSave context-aware draft to FrontFront
What it does
When a customer who also chats in Intercom writes into your Front inbox, this flow pulls their recent Intercom conversation history, summarizes the open threads, and drafts a Front reply that acknowledges what they already discussed. The result is a continuous experience across both channels instead of a cold restart.
When to use it
Use it when you run live chat in Intercom and email or social support in Front, and customers bounce between the two. Ideal for reducing the maddening "as I already explained" friction and giving agents full cross-channel context in the draft.
How it works
- 1A new Front conversation triggers the flow.
- 2The sender's email is used to fetch recent Intercom conversations.
- 3A branch skips enrichment when no prior Intercom history exists.
- 4OpenAI summarizes the prior threads and drafts a context-aware Front reply.
- 5The draft plus a short context note is saved to the Front conversation for the agent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect IntercomConversations, contacts, articles.
- 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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