TICKET MANAGEMENT
Flag reopened Front tickets whose sentiment turns negative
When a resolved Front conversation is reopened, scores the new customer reply for sentiment and effort.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation reopenedFront
- ActionFetch new reply + prior close sentimentPostgres
- ActionScore sentiment and effort with OpenAIOpenAI
- LogicDid sentiment flip to negative?
- OutputAlert support channel in SlackSlack
What it does
Catches the conversations that quietly go bad. A ticket you already closed gets reopened, the customer fires off a frustrated reply, and it lands at the back of the queue like any other message. This workflow watches for reopens, compares the new reply's tone against how the ticket felt at close, and raises a flag the moment a satisfied resolution turns sour.
When to use it
Run it on any Front inbox where reopens are common and a repeat failure is far more damaging than a first contact. Ideal for support leads who want to intercept churn-risk threads before they sit unanswered.
How it works
- 1Front emits a conversation-reopened event via webhook.
- 2The flow pulls the latest inbound message plus the sentiment recorded at the previous close from Postgres.
- 3OpenAI scores the new reply for sentiment and customer-effort signals.
- 4A logic step checks whether sentiment dropped from neutral/positive to negative.
- 5If it flipped, an alert with the diff and a deep link goes to the support Slack channel; otherwise the run ends quietly.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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