CUSTOMER SUPPORT
Outlook Aging-Thread Escalation Ladder
On a schedule, scans open Outlook support threads and escalates each one up a tiered ladder — agent reminder, team-lead ping, then manager page.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled scan during support hours
- ActionPull open threads + last-reply age from OutlookOutlook
- LogicBucket each thread into escalation tier by age
- OutputTier 1/2: nudge agent and team-lead in SlackSlack
- OutputTier 3: page manager via PagerDuty incidentPagerDuty
What it does
This workflow enforces escalation on aging email conversations. Instead of a single alarm, it applies a tiered ladder: gentle nudge first, louder ping next, and a manager page for the oldest stuck threads. The longer a customer waits, the higher the alert climbs.
When to use it
Use it when first-response monitoring is not enough and you need accountability for threads that sit untouched for hours or days. It is ideal for teams that want graduated pressure rather than a flat overdue list, so the right person hears about a stall at the right moment.
How it works
- 1A schedule fires the run every few minutes during support hours.
- 2It pulls all open conversations from the Outlook support mailbox and computes the age since the last customer message.
- 3A branch buckets each thread into a ladder tier by age thresholds (for example 2h, 6h, 24h).
- 4Tier one nudges the assigned agent in Slack; tier two pings the team-lead channel.
- 5The oldest unanswered threads trigger a PagerDuty incident so a manager is paged and the breach is owned.
Set it up
What you configure once, before turning it on.
- 1Connect OutlookMail, calendar, contacts.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 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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