CUSTOMER SUPPORT
VIP Conversation Detection and Tone-Matched Escalation in Front
Scans new Front conversations for VIP or at-risk customers, and when matched, drafts a high-touch reply, tags the conversation.
How it runs
The automated pipeline, trigger to output.
- TriggerNew conversation in FrontFront
- ActionMatch sender against VIP / at-risk listHubSpot
- LogicContinue only if VIP or at-risk
- ActionDraft high-touch reply as Front draftOpenAI
- OutputTag VIP and alert account owner in SlackSlack
What it does
Not every ticket should be treated the same. This flow inspects each new Front conversation, checks whether the sender is a VIP or flagged at-risk account, and for those it drafts a more careful, high-touch reply, applies a VIP tag, and pings the named account owner in Slack so the right person handles it personally.
When to use it
Use it when a slow or generic reply to a key account could cost a renewal. Good for teams with named account owners who need to be looped in the moment a strategic customer writes in, rather than discovering it hours later in a shared queue.
How it works
- 1A new Front conversation triggers the flow.
- 2The sender is matched against a CRM list of VIP and at-risk accounts.
- 3A branch ends the flow quietly for non-VIP senders and continues for matches.
- 4OpenAI drafts a high-touch, account-aware reply and saves it as a Front draft.
- 5The conversation is tagged VIP and the account owner is notified in Slack with a link.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect HubSpotCRM, deals, marketing, support.
- 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 this workflow in your colony.
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