CUSTOMER SUPPORT
Escalate Repeat-Angry Front Customers to a Manager
Tracks how many times each customer turns angry in Front and, on the second negative thread within 30 days.
How it runs
The automated pipeline, trigger to output.
- TriggerNegative-scored Front replyFront
- ActionIncrement per-customer anger counter in AirtableAirtable
- LogicBranch: second-plus negative thread in 30 days
- ActionCreate Linear escalation ticket with historyLinear
- OutputAlert support manager in MS TeamsMicrosoft Teams
What it does
Every negative Front thread increments a per-customer anger counter in Airtable. The first incident routes normally to the save specialist, but when a customer goes negative a second time inside 30 days, this flow treats it as a pattern: it opens a Linear escalation ticket with the full history and pings a support manager in MS Teams. Repeat dissatisfaction gets management attention before the account is lost.
When to use it
Use it when a single bad day is forgivable but a customer who keeps getting angry needs a manager, not another front-line reply. This catches the second-strike pattern automatically instead of relying on someone to notice.
How it works
- 1A negative-scored Front reply fires the trigger.
- 2Airtable's anger counter for that customer is incremented and read back.
- 3A branch checks whether this is the second-plus negative thread within 30 days.
- 4If so, a Linear escalation ticket is created with the conversation links and history.
- 5MS Teams alerts the support manager with the customer name and incident count.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect AirtableBases, tables, views, automations.
- 3Connect LinearIssues, projects, cycles, triage.
- 4Connect Microsoft TeamsChannels, chats, files.
- 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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