CUSTOMER SUPPORT
Agent-driven multilingual Front handler that routes, drafts a reply, and escalates
An autonomous agent reads each non-English Front conversation, decides whether to route it to a regional team or draft a reply, prepares a translated draft for agent review.
How it runs
The automated pipeline, trigger to output.
- TriggerNew non-English Front conversationFront
- ActionAssess language, intent, and urgency with OpenAIOpenAI
- LogicAgent decides: route, draft, or escalate
- ActionWrite translated reply draft into FrontFront
- OutputEscalate urgent cases to Slack on-callSlack
What it does
Fixed routing rules break on edge cases: mixed languages, urgent tone, or requests that span teams. This template hands each non-English Front conversation to an agent that reads the full context, picks the right action — route, draft, or escalate — and produces a translated reply draft for human approval. It reasons about urgency and intent instead of matching a static language map.
When to use it
Use it for higher-touch multilingual support where one-size routing isn't enough and you want an assistant that drafts a customer-ready reply in the right language, flags urgent issues, and leaves the final send to a human agent.
How it works
- 1A new non-English Front conversation triggers the agent.
- 2The agent detects language, intent, and urgency from the full thread via OpenAI.
- 3It decides the action: assign to a regional team, draft a reply, or escalate.
- 4It writes a translated reply draft into Front for the agent to review and send.
- 5For urgent or sensitive cases it posts a Slack alert to the on-call channel with context.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, 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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