CUSTOMER SUPPORT
Front VIP SLA pre-breach escalation to PagerDuty
Watches Front conversations tagged for VIP or enterprise accounts and, when one is on track to miss SLA within 30 minutes, pages the on-call support lead through PagerDuty before…
How it runs
The automated pipeline, trigger to output.
- TriggerEvery 5 minutes (schedule)
- ActionList Front conversations, keep VIP-taggedFront
- LogicFilter to breaching within 30 min, dedupe
- ActionTrigger PagerDuty incident for on-call leadPagerDuty
- OutputPost heads-up to VIP-support SlackSlack
What it does
Applies tighter, louder handling to your highest-value conversations. It filters open Front threads down to those linked to VIP or enterprise accounts, predicts which will breach SLA within 30 minutes, and escalates them as a PagerDuty incident so the on-call lead intervenes personally rather than letting an auto-reassign decide.
When to use it
Use it when some accounts carry contractual or relationship stakes where a missed SLA is a real problem, and you want a human owner paged the moment one is at risk — not just shuffled to whoever is free.
How it works
- 1A schedule fires every 5 minutes.
- 2List open Front conversations and keep only those carrying a VIP or enterprise tag.
- 3Compute remaining SLA minutes and filter to threads breaching within 30 minutes.
- 4Branch out any conversation already snoozed or assigned to the on-call lead to avoid duplicate pages.
- 5For each remaining at-risk VIP thread, trigger a PagerDuty incident with the account, deadline, and conversation link.
- 6Drop a heads-up with the same details into the VIP-support Slack channel.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 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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Run this workflow in your colony.
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