CUSTOMER SUPPORT
Front VIP Negative Sentiment to CSM Call Booking
When a VIP account sends a negative Front message, drafts an empathetic CSM reply and books a recovery call on the owning CSM's calendar, then sends the customer the booking link.
How it runs
The automated pipeline, trigger to output.
- TriggerNew inbound Front messageFront
- LogicContinue only for VIP accounts
- ActionScore sentiment + draft empathetic replyOpenAI
- ActionCreate recovery-call hold on CSM calendarGoogle Calendar
- OutputSend reply + booking link, assign to CSM in FrontFront
What it does
For named VIP accounts only, detects negative sentiment in Front, drafts an empathetic acknowledgment for the owning CSM, and proposes a recovery call by placing a hold on that CSM's Google Calendar and sending the customer a booking link inside the Front thread.
When to use it
Use it for a small list of strategic accounts where the right response to frustration is a fast, personal conversation rather than a ticket reply. It compresses the gap between a bad message and a calendar invite.
How it works
- 1A new inbound message on a Front conversation fires the trigger.
- 2A logic step checks the contact against the VIP account list and exits if not VIP.
- 3OpenAI scores sentiment and, if negative, drafts an empathetic CSM-voiced reply.
- 4Google Calendar finds the owning CSM's open slots and creates a tentative recovery-call hold.
- 5Front sends the customer the drafted reply plus the self-serve booking link and assigns the thread to the CSM.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect Google CalendarEvents, attendees, availability.
- 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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This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
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