CUSTOMER SUPPORT
End-of-shift handoff digest of open Front conversations
On a schedule at shift change, summarize every open, assigned Front conversation into a single shift-handoff digest and post it to the next shift's Slack channel.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule at shift change
- ActionList open assigned conversationsFront
- ActionSummarize each thread statusOpenAI
- LogicGroup by owner, flag SLA risks
- OutputPost handoff digest to SlackSlack
What it does
At each shift boundary this workflow sweeps the Front inbox for open conversations, summarizes each one's status and next action, groups them by current owner, and posts a single handoff digest to the incoming shift's Slack channel. The next team starts with a complete picture of what's in flight.
When to use it
Use it for follow-the-sun or multi-shift support where coverage rotates and open threads must transfer cleanly between teams without a live verbal handoff.
How it works
- 1A schedule fires at the configured shift-change time.
- 2The workflow lists all open, assigned conversations in the target Front inbox.
- 3For each conversation it fetches recent messages and gets an LLM one-liner of status and the next required action.
- 4A logic step groups the summaries by owner and flags anything waiting on a customer reply beyond an SLA threshold.
- 5The assembled digest is posted to the incoming shift's Slack channel as a single threaded message.
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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