CUSTOMER SUPPORT
Front Sentiment Escalation to Named CSM Owner
Scores the sentiment of every inbound Front message and, when a conversation turns negative, assigns it to the account's named CSM and pings them in Slack with the context.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Front messageFront
- ActionScore message sentiment with LLMOpenAI
- LogicContinue only if sentiment is negative
- ActionAssign conversation to named CSM + tag at-riskFront
- OutputDM the CSM in Slack with contextSlack
What it does
Reads each new inbound message in a Front conversation, scores its sentiment with an LLM, and when tone crosses into negative territory it routes the conversation to the customer's named Customer Success Manager and alerts that person directly in Slack.
When to use it
Use it when at-risk conversations get buried in a shared support inbox and your CSMs only find out a customer is unhappy after the relationship has soured. It puts a real owner on frustrated threads within seconds.
How it works
- 1A new inbound message arrives on a Front conversation and fires the trigger.
- 2OpenAI classifies the message sentiment as positive, neutral, or negative with a short reason.
- 3A logic branch checks the sentiment label; only negative threads continue.
- 4The flow looks up the account's assigned CSM from the contact metadata.
- 5Front assigns the conversation to that CSM and adds an "at-risk" tag.
- 6A Slack DM goes to the CSM with the customer name, the offending message, and a link to the thread.
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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