CUSTOMER SUPPORT
Flag Tickets Your Macro Library Can't Answer
When a Front conversation is resolved without a matching canned reply, logs it as a coverage gap so the team can decide whether a new macro is worth creating.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation marked resolvedFront
- ActionFetch agent reply and conversation tagsFront
- ActionScore fit against existing macro libraryOpenAI
- LogicBranch on coverage below threshold
- OutputPost coverage gap to Slack triage channelSlack
What it does
This workflow watches for resolved conversations that no existing macro could have handled. When an agent solves a ticket by writing a fully custom reply, it compares that reply against your macro library and, if there's no close match, records the topic as a gap for the team to triage.
When to use it
Use it to find the blind spots in your canned-reply coverage. Instead of guessing which macros to add, you get a ranked, evidence-backed list of recurring questions your library is missing.
How it works
- 1A Front conversation moves to resolved and fires the trigger.
- 2The flow fetches the agent's outbound reply and the conversation tags.
- 3An OpenAI step compares the reply to your existing macro set and scores how well any current macro fits.
- 4A branch checks whether the best match is below the coverage threshold; well-covered tickets are skipped.
- 5Gaps are posted to a Slack triage channel with the topic, an example thread, and a one-line suggested macro title.
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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