CUSTOMER SUPPORT
On-Demand Macro Suggestions via Agent Comment Command
When an agent types a slash command in a Front comment, retrieves the best-matching canned replies from past resolved threads and posts the ranked options back…
How it runs
The automated pipeline, trigger to output.
- TriggerInternal Front comment postedFront
- LogicMatch /suggest command and extract query
- ActionSearch resolved threads and macros for matchesFront
- ActionRank top candidates with rationaleOpenAI
- OutputPost ranked suggestions as internal commentFront
What it does
This gives agents a pull-based assistant inside Front. An agent who is unsure how to reply leaves an internal comment like `/suggest refund policy`, and the workflow returns the top matching canned replies drawn from previously resolved threads, ranked with a one-line rationale for each.
When to use it
Use it when agents want suggestions only on the tickets they choose, rather than an auto-draft on every conversation. It keeps suggestions out of the way until explicitly requested and respects agent judgment on tricky threads.
How it works
- 1A new internal comment in Front containing the `/suggest` command fires the trigger.
- 2A filter confirms the command pattern and extracts the agent's query text.
- 3The flow searches resolved Front threads and the macro set for matches to that query.
- 4An OpenAI step ranks the top three candidates and writes a short why-this-fits note for each.
- 5The ranked suggestions post back into the same conversation as an internal comment the agent can copy from.
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 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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