CUSTOMER SUPPORT
Auto-draft brand-voice replies for new Front conversations
When a customer email lands in a Front inbox, generates a reply draft in your brand voice and attaches it to the conversation for an agent to review and send.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in Front inboxFront
- ActionFetch conversation thread and contactFront
- ActionLoad brand-voice style guide
- ActionDraft reply with OpenAIOpenAI
- OutputAttach unsent draft and tag in FrontFront
What it does
Watches a Front shared inbox and, for every inbound customer message, writes a ready-to-edit reply draft in your team's brand voice. The draft is attached directly to the Front conversation so an agent reviews, tweaks if needed, and sends in one click. Nothing goes out automatically.
When to use it
Use it when your support team spends most of its time typing the same opening replies from scratch. It cuts first-response time without removing the human send step, so quality and tone stay under agent control. Best for inboxes with high volume and a consistent voice.
How it works
- 1A new inbound message arrives in the watched Front inbox and fires the trigger.
- 2The conversation thread and customer details are pulled from Front for full context.
- 3A voice guide (greeting style, tone, sign-off, banned phrases) is loaded so the model matches your brand.
- 4OpenAI drafts a complete, context-aware reply.
- 5The draft is attached to the Front conversation as an unsent draft, assigned to the right agent, and tagged "AI drafted" for review.
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 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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