PERSONAL PRODUCTIVITY
Front SLA Guardian: Auto-Reassign Stale Conversations
Watches Front for external conversations that pass their SLA without an agent reply, auto-reassigns them from out-of-office or overloaded owners to an available teammate.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule scan of open Front conversations
- ActionFind external conversations past SLA with no agent replyFront
- LogicCheck assignee availability and open-load thresholds
- ActionReassign stale conversation to available teammate in FrontFront
- OutputLog handoff with old/new owner to Slack ops channelSlack
What it does
This workflow keeps Front conversations moving by detecting external threads that breach their reply SLA and rebalancing ownership. If the current assignee is out of office or over capacity, it reassigns the conversation to an available teammate and records the handoff so nothing silently rots in one person's queue.
When to use it
Use it for support and inbox teams on Front where coverage gaps, PTO, or uneven load cause some conversations to stall past their committed response time.
How it works
- 1A schedule triggers a scan of open Front conversations.
- 2The flow identifies external conversations past their SLA with no agent reply since the last inbound message.
- 3A logic step checks each current assignee's availability and open-load against thresholds.
- 4For stale threads on unavailable or overloaded owners, it reassigns the Front conversation to the next available teammate.
- 5It posts the reassignment, old and new owner, and overdue duration to a Slack ops channel.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SlackChannels, DMs, threads, mentions.
- 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 this workflow in your colony.
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