CUSTOMER SUPPORT
KB Gap Backlog Builder from Front Conversations
Daily, it reviews resolved Front conversations tagged as not-in-KB, clusters them into topics.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily schedule fires
- ActionFetch resolved Front conversations tagged not-in-KBFront
- ActionCluster and rank topics by frequency and tierOpenAI
- LogicDedupe against existing backlog rows
- ActionWrite outline and title per new topicOpenAI
- OutputUpsert ranked topics into Airtable backlogAirtable
What it does
Instead of generating finished articles, this builds a prioritized, deduplicated content backlog from your shared inbox. Agents flag conversations the KB could not answer; the workflow turns that raw signal into ranked, outlined backlog items your content team can pull from.
When to use it
Best when you run support through Front and want a steady, ranked queue of article ideas rather than auto-drafted full pages. Good for teams that prefer humans to write but want the topic discovery automated.
How it works
- 1A daily schedule triggers the run.
- 2It fetches resolved Front conversations carrying the not-in-KB tag from the last day.
- 3An OpenAI step clusters them into topics and ranks clusters by frequency and customer tier.
- 4It dedupes new clusters against existing Airtable backlog rows.
- 5For each genuinely new topic it writes a short article outline and suggested title.
- 6It upserts the topic, ticket count, rank, and outline into the Airtable backlog table for an SME to claim.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect AirtableBases, tables, views, automations.
- 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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