CUSTOMER SUPPORT
Build a customer identity graph in Postgres to flag cross-channel duplicate threads
On a schedule, scans recent Zendesk and Front threads, resolves them to a single customer via an identity map in Postgres.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionPull recent threads from Zendesk and FrontZendesk
- ActionUpsert requester identifiers into identity graphPostgres
- LogicGroup by identity, flag cross-channel duplicate clusters
- OutputWrite candidate merges to Postgres review tablePostgres
What it does
Maintains a Postgres identity graph that ties together a customer's email addresses and chat handles, then uses it to surface clusters of conversations that are probably the same person on different channels — even when names or addresses differ slightly.
When to use it
Use it when duplicates are hard to detect because customers use multiple emails or aliases, and you want an audited list of candidate merges rather than automatic merging.
How it works
- 1A schedule (e.g. hourly) triggers the run.
- 2The flow pulls recent threads from both Zendesk and Front.
- 3It upserts each requester's identifiers into a Postgres identity table, linking aliases that share a verified email or phone.
- 4A logic step groups open threads by resolved identity and flags clusters with more than one open thread spanning channels.
- 5It writes the candidate duplicate clusters back to a Postgres review table with confidence scores and source links for an agent to action.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect FrontShared inbox, conversations.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 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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