TICKET MANAGEMENT
Real-Time Duplicate Detector for Front Conversations
When a new Front conversation arrives, it embeds the message, searches recent open conversations for near-matches.
How it runs
The automated pipeline, trigger to output.
- TriggerNew Front conversation createdFront
- ActionEmbed subject + first message with OpenAIOpenAI
- ActionVector-search open conversations in PostgresPostgres
- LogicKeep only matches above similarity threshold
- ActionGenerate duplicate rationaleOpenAI
- OutputPost merge suggestion with approve buttons to SlackSlack
What it does
Every time a customer opens a new Front conversation, this workflow checks whether it is likely a duplicate of another open ticket. If it finds a strong match, it sends the agent a one-click merge suggestion in Slack instead of letting two agents work the same issue.
When to use it
Use it when your support inbox gets repeat contacts (a customer emails, then replies from a second address, or two teammates report the same outage). It cuts double-handling without auto-merging anything you haven't approved.
How it works
- 1A Front inbound-message webhook fires when a conversation is created.
- 2OpenAI generates an embedding of the subject and first message body.
- 3The workflow queries a Postgres pgvector table of embeddings for open conversations and ranks candidates by cosine similarity.
- 4A similarity threshold filters out weak matches; only pairs above the cutoff continue.
- 5For a strong match, OpenAI writes a short rationale explaining why the two look like duplicates.
- 6A Slack message posts to the support channel with both conversation links and Merge / Not a duplicate buttons for the assigned agent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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