CUSTOMER SUPPORT
Rebalance a departing agent's open Front conversations when they go offline
When an agent sets themselves away or logs off in Front, this redistributes their still-open conversations across the remaining online team so nothing sits unattended toward SLA.
How it runs
The automated pipeline, trigger to output.
- TriggerAgent set to away/offline in FrontFront
- ActionFetch departing agent's open conversations and SLA timersFront
- ActionRead online teammates' current loadsFront
- LogicDistribute tickets, nearest-to-breach to lightest agents first
- ActionReassign conversations in FrontFront
- OutputAdd coverage-handoff summary commentFront
What it does
The moment an agent goes away or offline in Front, this workflow gathers their open conversations and spreads them evenly across teammates who are still online, prioritizing the ones closest to their SLA deadline. It prevents a shift change or a quick lunch from stranding active tickets.
When to use it
Use it for shared inboxes with rotating coverage where one person logging off can leave a dozen in-flight conversations with no owner until someone notices.
How it works
- 1A Front availability change (agent set to away/offline) triggers the flow.
- 2It fetches that agent's open conversations and each one's time-to-SLA.
- 3The flow pulls the current load of every online teammate.
- 4A distribution step assigns the departing agent's conversations to online teammates, giving the nearest-to-breach tickets to the least-loaded people first.
- 5Front reassigns each conversation accordingly.
- 6A summary internal comment is added noting the coverage handoff and who received what.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 3Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 4Test, 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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