CUSTOMER SUPPORT
Unify Intercom chats into Front and draft a brand-voice reply
Forwards new Intercom conversations into a Front inbox with full context, then drafts a brand-voice reply in Front so agents handle every channel from one place.
How it runs
The automated pipeline, trigger to output.
- TriggerNew conversation in IntercomIntercom
- ActionFetch Intercom thread and contactIntercom
- ActionCreate linked Front conversationFront
- ActionDraft brand-voice reply with OpenAIOpenAI
- OutputAttach draft in Front and tag IntercomIntercom
What it does
Bridges Intercom and Front so your team works one inbox. When a conversation starts in Intercom, it is mirrored into the matching Front inbox with the customer's history and tags, and a brand-voice reply draft is attached. Agents triage chat and email side by side instead of switching tools, and the draft gives them a head start.
When to use it
Use it when live chat lives in Intercom but your team prefers to manage and report on everything in Front. It removes the copy-paste shuffle between tools and keeps a single source of truth for support history.
How it works
- 1A new Intercom conversation triggers the flow.
- 2The Intercom thread, contact, and prior tags are fetched for context.
- 3A matching or new Front conversation is created and linked to the customer.
- 4OpenAI drafts a brand-voice reply from the unified context.
- 5The draft is attached in Front and the Intercom thread is tagged "mirrored" to prevent duplicates.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect FrontShared inbox, conversations.
- 3Connect OpenAIModels, embeddings, files.
- 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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Run this workflow in your colony.
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