CUSTOMER SUPPORT
Personalize the best Front snippet to match the customer's tone
When an agent triggers it on a conversation, picks the single best-matching snippet and rewrites it to match the customer's tone, language, and named details.
How it runs
The automated pipeline, trigger to output.
- TriggerAgent tags conversation for assistFront
- ActionRead thread for tone and entitiesFront
- LogicSelect highest-confidence snippet
- ActionRewrite snippet to match tone and detailsOpenAI
- OutputPost personalized draft as internal commentFront
What it does
Rather than offering a list, this workflow commits to the single highest-confidence snippet for the conversation and tailors it to the specific customer. It adapts the snippet's tone to match how the customer wrote (formal, frustrated, casual), mirrors their language, and fills in named details like order numbers or product names already present in the thread. The result is a polished draft the agent can review and send.
When to use it
Use it when canned replies feel robotic and you want personalized answers without sacrificing the consistency of a vetted snippet. It works well for retention-sensitive or premium support where a templated tone would land badly.
How it works
- 1An agent tag or rule on a Front conversation triggers the run.
- 2The thread and customer message are read for tone cues and named entities.
- 3The best snippet is selected from the library by confidence.
- 4The model rewrites that snippet to match tone and inject the customer's specific details, keeping all factual claims intact.
- 5The personalized draft is posted as an internal Front comment for the agent to approve and send.
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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