CUSTOMER SUPPORT
Reassign SLA-at-risk Front conversations to the lightest-loaded agent
Watches Front conversations approaching their SLA deadline and automatically reassigns each one to the available teammate with the fewest open conversations.
How it runs
The automated pipeline, trigger to output.
- TriggerFront conversation enters SLA-risk windowFront
- ActionFetch per-teammate open-conversation countsFront
- LogicSelect lightest-loaded available agent (or escalate if all over capacity)
- ActionReassign conversation in FrontFront
- OutputPost internal comment logging the reassignmentFront
What it does
When a Front conversation crosses an SLA-risk threshold (for example, 75% of its first-response window elapsed) while still unanswered, this workflow pulls live per-teammate open-conversation counts and reassigns the at-risk conversation to whoever currently has the lightest load. It leaves an internal comment so the original assignee and the team see exactly why the handoff happened.
When to use it
Run this when one or two agents get buried while others sit idle and tickets silently breach SLA. It keeps response times even across the team without a lead manually shuffling the inbox.
How it works
- 1A Front rule fires when a conversation hits the SLA-risk window and is still unassigned or unanswered.
- 2The flow queries Front for each online teammate's current open-conversation count.
- 3A balancing step picks the eligible teammate with the lowest active load (skipping anyone marked away).
- 4If every agent is over capacity, it escalates to the team lead instead.
- 5Front reassigns the conversation to the chosen teammate.
- 6An internal comment logs the prior owner, new owner, and time-to-breach for the audit trail.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 3Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 4Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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