CUSTOMER SUPPORT
Front Duplicate Thread Collapser on Inbound Message
When a new message lands in a Front shared inbox, it finds the same customer's other open threads and merges the duplicates into one conversation before an agent ever replies.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in Front inboxFront
- ActionLook up sender's other open conversationsFront
- LogicFilter to open, unassigned duplicate threads
- ActionMerge duplicates into oldest conversationFront
- OutputTag merged thread and post history noteFront
What it does
Customers email twice, reply-all to an old thread, and open a chat — leaving three parallel conversations in your Front inbox. This workflow catches each inbound message, looks up every other open conversation from the same sender, and merges them into a single thread so agents stop double-replying.
When to use it
Use it on any high-volume Front shared inbox where the same customer routinely has multiple open threads at once and agents waste time reconciling them. Best for teams that want collapsing to happen automatically, before triage.
How it works
- 1A new inbound message arrives in the Front inbox and fires the trigger.
- 2The flow reads the sender's email and queries Front for that contact's other open conversations.
- 3A logic step filters to threads that are still open and unassigned, skipping anything an agent already owns.
- 4If two or more qualifying threads exist, Front merges them into the oldest conversation and moves the rest in as comments.
- 5The collapsed thread is tagged "merged-duplicate" and a confirmation note is posted so the assigned agent sees the full history in one place.
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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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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