TICKET MANAGEMENT
Hand off Front conversations to the next timezone at shift change
At each regional shift boundary, transfer open conversations from agents going offline to the incoming on-shift region and post a handoff brief to Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule: regional shift boundary
- ActionIdentify outgoing and incoming agentsPostgres
- LogicCollect open conversations from outgoing region
- ActionReassign to incoming region by lowest loadFront
- ActionLog handoffs to audit tablePostgres
- OutputPost handoff brief to SlackSlack
What it does
At defined shift-change times, this flow moves still-open conversations from the outgoing region's agents to the incoming region so coverage follows the sun. It then posts a handoff brief to Slack summarizing what's being passed over and any flagged threads.
When to use it
Use it for follow-the-sun support where a region ends its day with live conversations that the next region must own. It removes the manual handoff spreadsheet and ensures nothing is dropped at the boundary.
How it works
- 1A schedule fires at each configured shift boundary (per region).
- 2The flow reads the roster from Postgres to identify the outgoing and incoming on-shift agents.
- 3A logic step collects open conversations still owned by outgoing agents.
- 4It distributes those conversations across incoming agents by lowest current load and reassigns them in Front.
- 5Each handoff is written to the Postgres audit log.
- 6A Slack handoff brief lists the transferred threads and any tagged as urgent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 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 it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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