TICKET MANAGEMENT
Auto-Merge Duplicate Front Conversations and Send a Canned Update
When a Front conversation is tagged as a possible duplicate, confirms the match against the contact's open threads, merges them automatically.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation tagged possible-duplicateFront
- ActionFetch contact's other open conversationsFront
- ActionConfirm the true original with OpenAIOpenAI
- LogicContinue only when an original is confirmed
- ActionMerge tagged thread into the originalFront
- OutputSend canned consolidation replyFront
What it does
Turns a single tag into a clean merge. When an agent or rule tags a Front conversation as a possible duplicate, the flow verifies the match, merges the threads, and fires a consistent canned reply so the customer is never left wondering what happened.
When to use it
Use it when your team already triages with tags and wants the mechanical merge-and-notify handled instantly. Best for inboxes where agents can spot duplicates faster than logic can, but want enforcement to be uniform.
How it works
- 1A Front conversation tagged "possible-duplicate" triggers the flow.
- 2Fetch the contact's other open Front conversations.
- 3Use OpenAI to confirm which existing thread is the true original and return its ID.
- 4Branch: if a confident original is identified, continue; otherwise remove the tag and stop.
- 5Merge the tagged conversation into the confirmed original via the Front API.
- 6Send the canned consolidation reply on the surviving conversation.
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 this workflow in your colony.
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