CUSTOMER SUPPORT
Link and consolidate duplicate Front conversations by customer identity
Detects when a Front email conversation and a Front chat conversation belong to the same customer and the same issue.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation created or updatedFront
- ActionSearch Front for same-contact open conversationsFront
- LogicConfirm same customer and same issue
- ActionMerge chat conversation into email threadFront
- OutputNotify support channel in SlackSlack
What it does
Unifies Front conversations that are really one customer asking one thing through two inboxes — for example an email follow-up to a chat they started earlier. It keeps the email thread as the home of record and pulls the chat messages in, then tells the team.
When to use it
Use it when your team runs both an email inbox and a chat inbox in Front and the same customer regularly appears in both, causing double-handling or conflicting replies.
How it works
- 1A new or updated Front conversation triggers the run.
- 2The flow searches Front for other open conversations sharing the contact's email or handle from the last 48 hours.
- 3A logic step decides whether they are the same issue using sender identity and recent activity overlap; if not, it exits quietly.
- 4The matching chat conversation is merged into the email conversation in Front, carrying over comments and assignee.
- 5It posts a Slack message to the support channel summarizing which conversations were linked and the owning agent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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