SALES
Escalate handoff conversations that sit unaccepted too long
On a schedule, this scans the Front handoff inbox for conversations no CSM has accepted within the SLA window and posts an escalation to the CS lead in Slack with the aging list.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled sweep during business hours
- ActionList open handoff-inbox conversations with ageFront
- LogicFilter to conversations past acceptance SLA
- ActionEnrich with Salesforce account and ARRSalesforce
- OutputPost ranked aging report to CS lead in SlackSlack
What it does
Catches handoffs that fall through the cracks. It periodically sweeps the Front handoff inbox, finds conversations that have been waiting past your acceptance SLA, and alerts the CS leader so no newly-won customer goes silent.
When to use it
Use it when handoffs occasionally stall because the receiving CSM is out or the rotation missed one. It turns a silent failure into a visible, actionable nudge.
How it works
- 1A scheduled trigger runs every few hours during business hours.
- 2The flow lists open conversations in the Front "handoff" inbox with their assignment and age.
- 3A logic step filters to conversations unaccepted past the SLA threshold (for example, four hours).
- 4For each stalled conversation it enriches with the Salesforce account name and ARR for prioritization.
- 5It composes a ranked aging report of the at-risk handoffs.
- 6It posts the report to the CS lead's Slack channel, with newest closed-won and highest ARR at the top.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect SalesforceAccounts, opportunities, cases.
- 3Connect SlackChannels, DMs, threads, mentions.
- 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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