TICKET MANAGEMENT
Detect duplicate Front tickets and merge into a canonical thread
When a new conversation lands in Front, it checks open conversations from the same contact for a matching issue, and if found.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Front conversation receivedFront
- ActionFetch contact's other open conversationsFront
- LogicScore similarity to existing issuesOpenAI
- LogicBranch: duplicate vs. unique
- ActionMerge into canonical conversationFront
- OutputComment canonical thread with backlinkFront
What it does
Stops the same customer issue from spawning two parallel email threads in Front. Each new inbound conversation is compared against the contact's recent open conversations; a confirmed duplicate is merged into the older canonical thread and tagged so agents see one unified history.
When to use it
Use when customers reply from a new address, re-send a request, or open a fresh thread while an existing one is still open — common in shared inboxes where two agents can pick up the same problem.
How it works
- 1A new Front conversation triggers the flow.
- 2Fetch the contact's other open conversations from the same inbox.
- 3An OpenAI step compares subject and body to score whether it restates an existing issue.
- 4If the score is below threshold, the flow ends and the conversation is handled normally.
- 5If it's a duplicate, merge the new conversation into the older canonical one in Front.
- 6Post an internal comment on the canonical thread with a backlink to the merged source for the audit trail.
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 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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