PERSONAL PRODUCTIVITY
Outlook SLA Escalation Ladder for Unanswered Client Mail
Tracks unanswered external emails in shared Outlook mailboxes and escalates by severity tier: a Teams reminder to the owner first.
How it runs
The automated pipeline, trigger to output.
- TriggerSchedule sweep of shared Outlook mailboxes
- ActionPull unanswered inbound external messages from OutlookOutlook
- LogicClassify into warning, breach, or VIP fast-track tier
- ActionSend Teams reminder to owner for warning tierMicrosoft Teams
- OutputEscalate breach/VIP threads to manager via Teams alertMicrosoft Teams
What it does
This workflow watches shared Outlook mailboxes for inbound external mail that has gone unanswered. It applies a tiered escalation ladder based on how far past the SLA a thread is: a gentle reminder to the owner first, then a manager escalation once a hard breach threshold is crossed. VIP senders escalate faster.
When to use it
Use it for support or operations teams running shared Outlook mailboxes where some clients carry stricter SLAs than others and a single nudge is not always enough.
How it works
- 1A schedule triggers a sweep of the configured shared mailboxes.
- 2The flow pulls inbound external messages with no reply and computes each thread's wait time.
- 3A logic step classifies each into a tier: warning, breach, or VIP fast-track, using sender domain and elapsed time.
- 4Warning-tier threads send a Teams reminder to the assigned owner.
- 5Breach-tier and VIP threads escalate with a Teams alert to the team manager, including the thread link and overdue duration.
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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