CUSTOMER SUPPORT
Front reply snippet suggester with confidence scores
When an agent opens a Front conversation, surfaces the top three canned replies ranked by an AI confidence score and posts them as an internal comment the agent can copy from.
How it runs
The automated pipeline, trigger to output.
- TriggerNew message in monitored Front inboxFront
- ActionScore snippet matches with confidenceOpenAI
- LogicKeep matches above confidence floor
- ActionFormat top three with scores
- OutputPost ranked snippets as internal commentFront
What it does
This workflow watches inbound Front conversations and, the moment one lands in a monitored inbox, finds the best-matching saved replies from your snippet library and ranks them by how well they answer the customer. It drops the top three into the conversation as an internal comment with a confidence percentage next to each, so the agent picks instead of writing from scratch.
When to use it
Use it on high-volume shared inboxes where agents answer the same questions repeatedly and you want consistent, on-brand replies without forcing people to memorize macro names. It shines for tier-one support where speed and tone matter more than bespoke wording.
How it works
- 1A new message in the watched Front inbox fires the trigger.
- 2The latest customer message text is extracted and sent to the model with the snippet catalog for semantic matching.
- 3The model returns ranked snippet IDs each with a 0-100 confidence score.
- 4A filter keeps only matches above the confidence floor (default 55).
- 5The top three are formatted with their scores and posted back as a private Front comment on the conversation.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 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 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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