CUSTOMER SUPPORT
Front SLA pre-breach predictor with auto-reassign
Every 10 minutes, scans open Front conversations, predicts which will miss their reply SLA in the next hour based on age and remaining clock.
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 10 minutes (schedule)
- ActionList open Front conversations with SLA clocksFront
- LogicPredict threads breaching within 60 min
- ActionPick teammate with most capacityFront
- ActionReassign conversation and add internal noteFront
- OutputPost reassignment digest to SlackSlack
What it does
Runs on a fixed cadence to catch SLA misses before they happen. It pulls every open conversation from your Front shared inboxes, computes how much SLA time each one has left, and flags any thread projected to breach within the next 60 minutes. At-risk conversations get reassigned to a teammate who currently has headroom, so the breach never lands.
When to use it
Use it when your team works a busy shared inbox with reply-time SLAs and breaches slip through because no one is watching the clock per-conversation. It turns a reactive scramble into a quiet, automatic handoff.
How it works
- 1A schedule fires every 10 minutes.
- 2List all open conversations across the configured Front inboxes with their first-response and next-reply timestamps.
- 3For each conversation, compute remaining SLA minutes; filter to those breaching within 60 minutes.
- 4Look up current per-teammate load and pick the assignee with the most capacity.
- 5Reassign the at-risk conversation in Front and add an internal comment noting the predicted breach time.
- 6Post a digest of every reassignment to the support ops Slack 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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