CUSTOMER SUPPORT
Suggest Canned Replies from Resolved-Thread Patterns
When a new Front conversation arrives, mines your recently resolved threads for similar questions and drafts a suggested canned reply the agent can accept or edit before sending.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Front conversation in monitored inboxFront
- ActionSearch Front for similar resolved threadsFront
- ActionDraft reply grounded in past resolutionsOpenAI
- LogicCheck match confidence threshold
- OutputPost suggested reply as internal draft commentFront
What it does
Every inbound Front conversation gets matched against the language of recently resolved threads. The workflow finds the closest past resolutions, has an LLM synthesize a reply in your team's voice, and posts it as an internal draft comment so an agent can send or tweak it in one click.
When to use it
Use it when a high share of incoming tickets are variations of questions you have already answered well. It turns institutional knowledge buried in closed threads into ready-to-send drafts, cutting first-response time without auto-replying to customers.
How it works
- 1A new conversation lands in a monitored Front inbox and fires the trigger.
- 2The flow pulls the body and subject, then searches Front for resolved conversations with overlapping topics and tags.
- 3An OpenAI call ranks the matches and drafts a candidate reply grounded only in those prior resolutions, flagging low-confidence cases.
- 4A confidence check decides whether the match is strong enough to surface.
- 5Strong matches post back to the conversation as an internal draft comment with the source threads linked, ready for an agent to approve.
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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