CUSTOMER SUPPORT
Route SLA-at-risk Front tickets by skill tag and page on-call when none match
When a Front conversation nears SLA, it routes the ticket to an available agent who carries the matching skill tag.
How it runs
The automated pipeline, trigger to output.
- TriggerTagged Front conversation enters SLA-risk windowFront
- ActionFind online agents matching the skill tagsFront
- LogicAssign to least-loaded qualified agent, else fall through
- ActionAssign conversation in Front to matched agentFront
- OutputPage on-call specialist in PagerDuty when no matchPagerDuty
What it does
This workflow reacts to SLA-at-risk Front conversations by routing on expertise, not just availability. It reads the conversation's topic tags, finds online agents whose skill set matches, and assigns to the least-loaded qualified person. If no skilled agent is available before the deadline, it triggers a PagerDuty incident so the right specialist is paged.
When to use it
Use it for inboxes mixing billing, technical, and account questions where a fast-but-wrong assignment just causes a second handoff. It protects SLA while keeping tickets with people who can actually resolve them.
How it works
- 1A Front rule fires when a tagged conversation enters the SLA-risk window.
- 2The flow extracts the conversation's skill tags and queries Front for matching online agents and their loads.
- 3A routing step assigns to the least-loaded qualified agent when one exists.
- 4If no skilled agent is available, it opens a PagerDuty incident for the on-call specialist.
- 5Front records the routing decision (assigned agent or paged on-call) as an internal comment.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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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