CUSTOMER SUPPORT
Spot incident spikes in Front and escalate to PagerDuty
Classifies inbound Front conversations by topic, and when several outage-related tickets cluster in a short window it raises a PagerDuty incident and broadcasts a heads-up…
How it runs
The automated pipeline, trigger to output.
- TriggerNew Front conversationFront
- ActionClassify outage signal with OpenAIOpenAI
- LogicIncident tickets exceed spike threshold?
- ActionOpen PagerDuty incidentPagerDuty
- OutputAlert engineering Slack channelSlack
What it does
Individual Front conversations are classified by an LLM, and outage or degradation reports are counted in a rolling window. When the count of incident-type tickets crosses a threshold within that window, the flow concludes a likely live incident is underway, opens a PagerDuty incident, and alerts the engineering channel so the team mobilizes before the queue floods.
When to use it
Use this when a real outage shows up first as a wave of customer messages rather than a monitoring alert. It turns clustered support signals into a paged incident automatically.
How it works
- 1A new Front conversation triggers the flow.
- 2OpenAI classifies the message and flags whether it describes an outage or degradation.
- 3A logic step increments a rolling count and checks it against the spike threshold.
- 4When the threshold is crossed, a PagerDuty incident is created with the matching tickets summarized.
- 5A heads-up with the incident link is posted to the engineering Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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