CUSTOMER SUPPORT
Build tier-correct canned replies from the entitlement matrix
On a schedule, reads the live entitlement matrix from Postgres and regenerates per-tier canned support replies in Front so every saved reply states exactly what each plan…
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled refresh run
- ActionRead entitlement matrix from PostgresPostgres
- LogicDiff matrix against existing macro text
- ActionRegenerate tier-correct reply copyOpenAI
- OutputUpdate canned replies in FrontFront
What it does
This workflow keeps canned support replies honest with the product's actual entitlement matrix. It reads the source-of-truth feature-by-tier table from Postgres and rewrites the corresponding saved replies in Front, so agents never paste a macro that promises something the customer's plan does not have.
When to use it
Run it nightly or whenever your entitlement matrix changes. Ideal for teams whose feature gating shifts often and whose canned replies silently drift out of date, causing agents to over-promise.
How it works
- 1A scheduled trigger fires on the configured cadence.
- 2The workflow queries the entitlement matrix table in Postgres for current feature-to-tier mappings.
- 3A logic step diffs each tier's entitlements against the existing macro text to find stale replies.
- 4For changed tiers, it regenerates accurate reply copy with the correct included and excluded features.
- 5The refreshed canned replies are written back to Front for agents to use.
Set it up
What you configure once, before turning it on.
- 1Connect PostgresAny Postgres URL — query, write, migrate.
- 2Connect FrontShared inbox, conversations.
- 3Connect OpenAIModels, embeddings, files.
- 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 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.
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