TICKET MANAGEMENT
Catch stalled Front conversations heading for SLA miss
Detects Front conversations that have gone quiet long enough that their next-reply SLA will slip, reassigns them to an available teammate.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 20 minutes
- ActionFetch open Front conversations + assigneesFront
- LogicForecast next-reply breach from idle time
- LogicKeep at-risk threads with unavailable owner
- ActionReassign + comment in FrontFront
- OutputPost rebalance heads-up to SlackSlack
What it does
This workflow targets the most common cause of SLA misses: a conversation that stalls because no one realized it was theirs. It scans open Front conversations, projects when each will breach its next-reply SLA given how long it has sat untouched, and reassigns the ones about to slip to a teammate who is online — then nudges the account owner.
When to use it
Use it when conversations fall through the cracks during handoffs, time-zone gaps, or busy periods. It rebalances at-risk threads to someone who can actually respond, instead of letting them quietly time out.
How it works
- 1A schedule runs every 20 minutes.
- 2It pulls open Front conversations with their last-inbound timestamp and assignee.
- 3A forecast step projects next-reply breach time from idle duration and the SLA target.
- 4A branch keeps conversations predicted to breach soon whose current assignee is unavailable or unassigned.
- 5It reassigns each to an available teammate in Front and adds an internal comment with the deadline.
- 6It posts a heads-up to the team channel listing the rebalanced conversations.
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 it inside a business
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Run this workflow in your colony.
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