IT OPS
Shared Mailbox SLA Breach Detector for Team Inboxes
Scans team Outlook shared mailboxes on a schedule for inbound messages that have sat without a reply past the SLA window.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 30 minutes
- ActionPull 72h of received mail per shared mailboxOutlook
- LogicFlag threads with no outbound reply
- LogicSplit into warning vs SLA breach by age
- OutputPost oldest-first breach digest to TeamsMicrosoft Teams
What it does
Every 30 minutes it sweeps each shared Outlook mailbox your team owns (support@, it@, onboarding@) and finds inbound emails that have no outgoing reply and have aged past your SLA threshold. It posts a single ranked digest to a Teams channel so the on-call engineer sees exactly which conversations are about to breach.
When to use it
Use it when several people share a mailbox and replies fall through the cracks because no one owns the queue. It turns "I thought someone else got it" into a hard, visible aging list.
How it works
- 1A schedule fires every 30 minutes.
- 2For each configured shared mailbox, pull all received messages from the last 72 hours via the Outlook API.
- 3Match each thread against sent items to flag conversations with zero outbound reply.
- 4Compute age per unanswered thread and split into warning (over half the SLA) versus breach (past SLA).
- 5If any breaches exist, format a ranked digest by oldest-first.
- 6Post the digest to the on-call Teams channel with sender, subject, and minutes-to-breach.
Set it up
What you configure once, before turning it on.
- 1Connect OutlookMail, calendar, contacts.
- 2Connect Microsoft TeamsChannels, chats, 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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