CUSTOMER SUPPORT
Front Duplicate Merge with Slack Agent Approval
Detects likely-duplicate Front threads for the same customer and posts a Slack approval card; an agent confirms with one click and the workflow performs the merge.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound message in FrontFront
- ActionFind and score candidate duplicate threadsFront
- LogicProceed only above duplicate-confidence threshold
- ActionPost Slack approval card to support channelSlack
- ActionMerge threads on agent approvalFront
- OutputUpdate Slack card with merge resultSlack
What it does
Auto-merging is risky when threads are about *different* issues. This workflow finds candidate duplicates for the same customer, posts a Slack message showing both subjects and a preview, and waits for an agent to approve before merging — so collapsing stays human-controlled.
When to use it
Use it when your team wants the time savings of dedup detection but isn't comfortable letting automation merge threads blind. Good for nuanced inboxes where a customer might legitimately have two separate open issues.
How it works
- 1A new inbound Front message triggers the flow.
- 2The flow finds the sender's other open conversations and scores them as likely duplicates by subject and recency.
- 3A logic step proceeds only when a candidate scores above the duplicate threshold.
- 4A Slack message is posted to the support channel with both thread subjects and Approve / Keep Separate buttons.
- 5On approval, Front merges the threads; the Slack card updates to show the merge completed and links to the unified conversation.
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.
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Run this workflow in your colony.
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