Front StrawberryTriage 312 Front conversations before the team logs in
Searched by symptom, duplicates linked with an internal comment, tagged from your real workspace list, assigned to an owner. Every step is internal, so customers see nothing.
The shared inbox has 312 open conversations at 8:15 on Monday, and three of them are the same bug reported by three customers who each wrote a completely different subject line. Nobody notices until the third gets escalated on Thursday.
A companion reads all 312 before the team logs in. It searches by symptom rather than top to bottom, links the duplicates with an internal comment, tags them from your real workspace list, and assigns each to the person who owns that surface. Replying to a customer waits for you.
| The job | Front rules | A Strawberry companion |
|---|---|---|
| Route by sender or address | Exactly right, deterministic | Leaves the rule to do it |
| Spot duplicate reports of one bug | Cannot express it | Searches, reads, comments the link |
| Tag from the taxonomy your team agreed on | Only on conditions you can write | Reads the real tag list, then applies it |
| Draft a reply with docs and account context | Not its job | Drafts as an internal comment |
| Triage the whole queue before the team logs in | Rule by rule | One pass at 8:15, entirely internal |
| Send that reply to the customer | Templates and auto-replies | Only after you approve |
Three tickets, one bug, found at 8:15
The companion searches the queue rather than reading it in order.
Given the symptom, it finds every matching conversation however each customer phrased it, reads the history on each, and links them with an internal comment: same root cause, first reported Friday 16:40, all on the same plan.
Then it tags them from your real tag list, which it reads first so it uses the taxonomy your team agreed on. It assigns each to whoever owns that surface. Every action is internal, so it is safe to run at 8:15 with nobody watching.
Who is allowed to talk to the customer?
You are.
A companion composes the reply with the changelog entry, the docs link and the account context already pulled, and sending waits for your approval. Starting an outbound conversation is the same, and needs a real sending channel from your account.
The version that works best: the companion writes the draft as an internal comment, and the teammate who owns the conversation edits the two sentences that are wrong and sends it in their own voice. The customer gets a faster answer from a person who read their message.
Which actions can run unsupervised?
Everything reversible. Comments, tags, assignment, archive, reopen: the work that makes a queue legible and that nobody wants to do at 8 a.m. Start there, in the spirit of the getting-started path, and add the customer-facing steps later.
- Search and read: conversations by inbox or by query, the full message history on a thread, existing internal comments, contacts, teammates and channels.
- Reversible writes: add an internal comment, add or remove tags from your real tag list, assign or unassign a teammate, archive, reopen.
- Approval required: replying to a conversation, and creating a new outbound conversation from one of your channels.
What a Front rule cannot express
“These three are the same underlying problem.” “This one is angrier than it looks.” “This customer asked the same question in March and nobody answered.” Those are judgements about content, and they are where a companion earns its keep in a queue, along the boundary operations draws.
Anything that is genuinely a rule stays a rule: every message to billing@ goes to the finance inbox, for the next two years. A companion reads everything left over and does the part a rule cannot express.
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