CUSTOMER SUPPORT
Front SLA coverage agent with reasoned reassignment
An agent-driven workflow that hourly reviews at-risk Front conversations, reasons about content, account context, and teammate skills from a Postgres profile store.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly (schedule)
- ActionFetch at-risk Front threads + messagesFront
- ActionQuery Postgres teammate-profile storePostgres
- LogicAgent reasons best-fit owner per threadOpenAI
- ActionReassign in Front with rationale noteFront
- OutputPost reasoned-handoff summary to SlackSlack
What it does
Goes beyond round-robin load balancing. An agent pulls conversations predicted to breach SLA within the hour, reads each thread's subject and recent messages, and combines that with teammate skill and availability profiles stored in Postgres. It then reasons about the best owner per conversation — matching topic, language, or account history — reassigns in Front, and records a short rationale so the choice is auditable.
When to use it
Use it when blind capacity-based handoffs misfire: a billing escalation lands on someone who only handles onboarding, or a German thread goes to an English-only agent. The agent makes context-aware calls a static rule can't.
How it works
- 1A schedule fires hourly.
- 2List Front conversations breaching SLA within 60 minutes and fetch their recent messages.
- 3Query the Postgres teammate-profile store for skills, languages, and current load.
- 4The agent reasons per conversation to select the best-fit available owner.
- 5Reassign each in Front and post an internal note with the rationale.
- 6Send the operations channel a Slack summary of every reasoned handoff.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Connect OpenAIModels, embeddings, files.
- 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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