CUSTOMER SUPPORT
Outlook VIP SLA Priority Watch
Inspects each new Outlook support email against a VIP customer list and applies a tighter SLA clock to priority accounts.
How it runs
The automated pipeline, trigger to output.
- TriggerNew email in Outlook support mailboxOutlook
- ActionLook up sender against VIP accounts in AirtableAirtable
- LogicBranch: apply VIP vs standard SLA deadline
- LogicTrack deadline and reply status to breach window
- OutputDM account owner in Slack on VIP at-risk threadSlack
What it does
This workflow gives your most important accounts a stricter response promise than the general queue. On every inbound support email it checks whether the sender belongs to a VIP list, and if so applies a shorter SLA window plus dedicated alerting to the account owner — so high-value relationships never wait in the standard line.
When to use it
Use it when you have tiered SLAs and need enterprise or strategic accounts handled faster than everyone else. It is the enforcement layer behind a premium-support commitment, ensuring VIP threads are watched on their own accelerated clock.
How it works
- 1A new Outlook support email triggers the run.
- 2The workflow looks up the sender domain against a VIP accounts table in Airtable to find tier and account owner.
- 3A branch assigns the tighter VIP SLA deadline for matches and the standard deadline otherwise.
- 4It tracks the thread's deadline and reply status, re-checking as the clock runs down.
- 5If a VIP thread nears breach unanswered, it direct-messages the named account owner in Slack with the customer, remaining time, and thread link.
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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