CUSTOMER SUPPORT
Tier-Aware First-Response Draft Assist in Front
When a new conversation lands in a Front shared inbox, drafts a first reply whose tone and depth match the customer's plan tier.
How it runs
The automated pipeline, trigger to output.
- TriggerNew conversation in Front shared inboxFront
- ActionLook up customer tier by emailAirtable
- LogicSelect tone profile for tier
- ActionDraft tier-matched first replyOpenAI
- OutputSave as Front draft and assign agentFront
What it does
Every inbound conversation in a Front shared inbox gets an AI-written first-response draft that matches the customer's tier. Enterprise gets a warmer, more detailed, named-contact tone; self-serve gets a crisp, link-forward reply. The draft sits in Front waiting for a human to approve and send, so you keep speed without losing the human gate.
When to use it
Use it on a high-volume support inbox where first-response time matters and you serve multiple plan tiers from the same queue. Ideal when agents waste minutes re-typing the same openers and want a tier-appropriate starting point instead of a blank reply box.
How it works
- 1A new Front conversation triggers the flow.
- 2The customer's email is looked up against a tier table to resolve their plan (enterprise, pro, self-serve).
- 3A branch selects the tone profile and reply depth for that tier.
- 4OpenAI drafts the first response using the conversation body and tier tone profile.
- 5The draft is written back to the Front conversation as an unsent draft and the agent is assigned.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect AirtableBases, tables, views, automations.
- 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.
More Customer Support workflows
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Tell Intercom users their reported bug shipped after a Vercel deploy
On a successful Vercel production deployment, match the release's resolved Sentry issues to Intercom conversations and message each affected user that their reported issue is…
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.