CUSTOMER SUPPORT
Front Frustration Detector with Senior-Agent Recovery Draft
Scores every inbound Front message for emotional escalation and, when a customer reads as frustrated, drafts a recovery reply and assigns the conversation to a senior agent.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in Front inboxFront
- ActionScore message for frustration and churn riskOpenAI
- LogicBranch: frustration score over threshold?
- ActionDraft recovery reply on the conversationOpenAI
- OutputCreate Front draft and assign to senior agentFront
What it does
Watches inbound replies in a Front inbox, scores the customer's emotional state, and intervenes the moment frustration crosses a threshold. It pre-writes a calm, on-brand recovery reply as a Front draft and reassigns the conversation to a senior agent so a human approves and sends rather than starts from a blank box.
When to use it
Use it on a high-volume support inbox where a few angry threads get buried under routine tickets. It surfaces the customers most likely to churn and gives your best agents a running start.
How it works
- 1A new inbound message lands in the watched Front inbox and fires the trigger.
- 2An LLM scores the message for frustration, anger, and churn-risk signals on a 0-100 scale.
- 3A branch checks the score against the escalation threshold; calm threads exit quietly.
- 4For flagged threads, the model drafts a recovery reply grounded in the conversation history.
- 5The draft is created on the Front conversation and it is reassigned to the senior-agent inbox with a priority tag.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, 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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