CUSTOMER SUPPORT
Front inbound message SLA triage on arrival
Fires the instant a new message lands in a Front inbox, estimates whether the conversation can be answered within SLA given current queue depth.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Front messageFront
- ActionRead inbox, tags, SLA targetFront
- LogicPredict miss from queue depth + tightness
- ActionAssign at-risk thread to teammate, tag triagedFront
- OutputNotify routed teammate in SlackSlack
What it does
Moves the SLA decision to the moment of arrival instead of waiting for a scheduled sweep. When a new inbound message hits a watched Front inbox, it checks how deep the current queue is and how tight the new conversation's SLA target is, then decides whether default routing will clear it in time. Risky arrivals are assigned immediately to someone with headroom so they never enter the danger zone.
When to use it
Use it when peak-hour spikes mean new messages sit unassigned long enough to start the SLA clock against them. Catching risk at intake prevents the breach instead of treating it later.
How it works
- 1A new inbound Front message triggers the run.
- 2Read the conversation's inbox, tags, and SLA target.
- 3Pull current open-conversation count for that inbox as a queue-depth signal.
- 4Branch: if queue depth plus SLA tightness predicts a likely miss, route to an available teammate; otherwise leave default routing alone.
- 5Assign the at-risk conversation in Front and tag it triaged-at-intake.
- 6Notify the routed teammate in Slack with the conversation link and its deadline.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SlackChannels, DMs, threads, mentions.
- 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.
More Customer Support workflows
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Tell Intercom users their reported bug shipped after a Vercel deploy
On a successful Vercel production deployment, match the release's resolved Sentry issues to Intercom conversations and message each affected user that their reported issue is…
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.