CUSTOMER SUPPORT
Triage Front conversations and route escalations with a draft
Classifies each new Front conversation by intent and urgency, routes high-risk ones to a specialist while auto-drafting an acknowledgment, and pings the on-call lead in Slack.
How it runs
The automated pipeline, trigger to output.
- TriggerNew conversation in FrontFront
- ActionClassify intent and urgency with OpenAIOpenAI
- LogicBranch on urgency score
- ActionAttach acknowledgment draft in FrontFront
- OutputReassign, tag, and alert on-call in SlackSlack
What it does
Reads every new Front conversation, classifies it (billing, bug, churn-risk, general), and decides whether it needs a specialist. Routine questions get a brand-voice draft for the front-line agent. Urgent or high-value cases get assigned to the right specialist, tagged by category, and surfaced to the on-call lead in Slack with a one-line summary.
When to use it
Use it when one shared inbox mixes simple FAQs with escalations that must not sit unanswered. It keeps triage decisions consistent instead of relying on whoever opens the inbox first, and shortens the path from "angry customer" to "right human."
How it works
- 1A new Front conversation triggers the flow.
- 2OpenAI classifies intent and scores urgency from the message content.
- 3A branch checks the score: high-urgency or churn-risk takes the escalation path; everything else takes the standard path.
- 4Standard path: a brand-voice acknowledgment draft is attached in Front for the assigned agent.
- 5Escalation path: the conversation is reassigned and tagged in Front, and a summary is posted to the on-call Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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