TICKET MANAGEMENT
Escalate at-risk Front conversations and open a ClickUp follow-up task
On a schedule, find Front conversations approaching their first-response SLA, reassign them to an on-shift agent with headroom, and open a tracked ClickUp escalation task.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule: every 10 minutes
- ActionPull open conversations with SLA targetsFront
- LogicKeep conversations within breach-risk window
- ActionReassign to on-shift agent with headroomFront
- ActionOpen ClickUp escalation taskClickUp
- OutputRecord reassignment + escalation in audit logPostgres
What it does
Scans open Front conversations for ones nearing their first-response SLA deadline, moves them off stalled or overloaded agents onto an on-shift teammate with capacity, and creates a ClickUp task so the escalation is tracked to resolution rather than lost in the inbox.
When to use it
Use it when first-response SLAs are slipping because conversations sit on the wrong agent until it's too late. It pairs the reassignment with a visible ClickUp item so leads can follow the save through.
How it works
- 1A schedule (e.g. every 10 minutes) triggers the scan.
- 2The flow pulls open conversations from Front with their age and SLA target.
- 3A logic step keeps only those within the breach-risk window and not yet responded to.
- 4It selects an on-shift agent with spare capacity from the Postgres roster and reassigns the conversation in Front.
- 5It opens a ClickUp escalation task linking the conversation and new owner.
- 6The reassignment and escalation are written to the Postgres audit log.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect ClickUpDocs + tasks + chats in one workspace.
- 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 this workflow in your colony.
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