CUSTOMER SUPPORT
Outlook First-Response SLA Clock
Watches a shared Outlook support mailbox, starts an SLA timer on every new customer email.
How it runs
The automated pipeline, trigger to output.
- TriggerNew email in shared Outlook support mailboxOutlook
- ActionRecord thread + SLA deadline row in AirtableAirtable
- LogicCheck for outbound reply and time remaining
- LogicBranch: within breach warning window and unanswered
- OutputPost at-risk thread to Slack triage channelSlack
What it does
This workflow turns your shared Outlook support inbox into an enforced first-response-time (FRT) clock. The moment a new customer email lands, it records a deadline, then continuously checks whether a human has replied before that deadline. Threads approaching breach are pushed into a triage channel so nobody discovers the miss after the fact.
When to use it
Run this if your team promises a first response within a fixed window (for example 1 hour or 4 business hours) and you live out of Outlook rather than a ticketing tool. It is the lightweight enforcement layer that keeps a shared mailbox honest without migrating off email.
How it works
- 1A new message arriving in the monitored Outlook mailbox triggers the run.
- 2It writes the thread, customer, and computed SLA deadline as a row in Airtable so state survives across runs.
- 3On each pass it checks whether an outbound reply exists yet and how much time remains.
- 4If the deadline is within the warning window and still unanswered, it routes the thread to a Slack triage channel with the remaining minutes and a deep link.
- 5Answered threads are marked met and dropped from the watch list.
Set it up
What you configure once, before turning it on.
- 1Connect OutlookMail, calendar, contacts.
- 2Connect AirtableBases, tables, views, automations.
- 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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