TICKET MANAGEMENT
Reopened-Conversation Stitcher for Front
When a Front conversation is reopened, it checks whether the customer is replying to an issue that was already split across other tickets and suggests stitching them back…
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation reopenedFront
- ActionFetch contact's other recent conversationsFront
- ActionScore topical overlap with OpenAIOpenAI
- LogicKeep siblings about the same issue
- ActionSummarize combined historyOpenAI
- OutputSend stitch suggestion to SlackSlack
What it does
When a customer replies and reopens a Front conversation, this workflow looks for sibling tickets from the same contact about the same issue that got fragmented over time, and suggests stitching them into one thread so the agent sees the full history.
When to use it
Use it for long-running issues where a customer's follow-ups keep landing as fresh conversations. It catches the after-the-fact fragmentation that a create-time detector misses, keeping context in one place.
How it works
- 1A Front conversation-reopened webhook fires when a customer replies to an archived or resolved thread.
- 2The workflow pulls the contact's other recent conversations from Front by the same email or handle.
- 3OpenAI compares the reopened thread against each sibling and scores topical overlap.
- 4A threshold filter keeps only siblings that clearly belong to the same issue.
- 5For qualifying matches, OpenAI summarizes the combined history into a single recap.
- 6A Slack alert presents the stitch suggestion with links to all related conversations and a Stitch / Keep separate choice for the assigned agent.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect OpenAIModels, embeddings, files.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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 it inside a business
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Run this workflow in your colony.
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