CUSTOMER SUPPORT
Outlook-to-Front SLA Handoff Router
When an Outlook support email crosses its SLA warning threshold without a reply, it converts the thread into a Front conversation, assigns it with the remaining-time tag.
How it runs
The automated pipeline, trigger to output.
- TriggerScheduled scan of open Outlook threads
- ActionRead unanswered threads + compute time-to-breachOutlook
- LogicBranch: only threads inside breach warning window
- ActionCreate + assign tagged Front conversationFront
- OutputPost handoff link to team Slack channelSlack
What it does
This workflow bridges a legacy Outlook mailbox and a Front shared-inbox workflow. As long as a thread is answered in time, it stays in Outlook. But once a thread is at risk of breaching first-response SLA, the workflow promotes it into Front — creating an assignable conversation tagged with how much time is left — so it lands in the tool where your team actually triages.
When to use it
Use it during a migration to Front, or when overflow and at-risk email needs to be worked in Front while routine mail stays in Outlook. It guarantees the threads most likely to breach are the ones that get the structured handoff.
How it works
- 1A scheduled check scans the Outlook support mailbox for open, unanswered threads.
- 2It computes time-to-breach against the SLA target for each thread.
- 3A branch keeps healthy threads in Outlook and selects only those inside the warning window.
- 4For each at-risk thread it creates a Front conversation with the original message, customer, and a remaining-time tag, then assigns it.
- 5It posts the handoff with the Front link to the team channel so ownership is explicit.
Set it up
What you configure once, before turning it on.
- 1Connect OutlookMail, calendar, contacts.
- 2Connect FrontShared inbox, conversations.
- 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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