CUSTOMER SUPPORT
Weekly Front snippet usage and coverage digest
Each week, analyzes which suggested snippets agents actually used versus ignored and how many conversations hit a coverage gap.
How it runs
The automated pipeline, trigger to output.
- TriggerWeekly scheduled run
- ActionRead suggestion outcomes from FrontFront
- ActionRead week's gap records from AirtableAirtable
- ActionSummarize acceptance and rank gapsOpenAI
- OutputEmail digest to support leadGmail
What it does
This workflow reports on the health of your canned-reply program. Once a week it tallies how often each suggested snippet was accepted versus ignored, counts the conversations where no snippet matched, and identifies the questions driving the most gaps. It compiles this into a concise digest so the support lead knows which snippets to retire, which to rewrite, and which topics need new coverage.
When to use it
Use it when a suggester and gap logger are already running and you want a regular pulse on whether the library is actually helping. It replaces guesswork about snippet quality with weekly evidence.
How it works
- 1A weekly scheduled trigger starts the run.
- 2The past week's suggestion outcomes are read from Front conversation history.
- 3Gap records for the same window are read from Airtable.
- 4The model summarizes acceptance rates, flags low-use snippets, and ranks the top recurring gaps.
- 5The formatted digest is emailed to the support lead.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect AirtableBases, tables, views, automations.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect GmailRead, draft, send, label.
- 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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