CUSTOMER SUPPORT
SLA-breach forecast logger to Snowflake
Hourly, snapshots every open Front and Intercom conversation with its predicted breach probability and contributing factors.
How it runs
The automated pipeline, trigger to output.
- TriggerHourly schedule
- ActionPull open conversations + SLA metadata from FrontFront
- ActionPull open conversations + SLA metadata from IntercomIntercom
- LogicScore breach probability and tag dominant risk factor
- ActionInsert timestamped snapshot into SnowflakeSnowflake
- OutputPost run confirmation + row count to SlackSlack
What it does
This workflow builds the historical record behind your SLA program. Each hour it captures a full snapshot of open conversations across Front and Intercom, computes a predicted breach probability for each, and writes the rows — with queue depth, time-to-deadline, and assigned agent — into a Snowflake table. Over time this becomes the dataset for forecasting accuracy, staffing models, and SLA dashboards.
When to use it
Use it when you need defensible SLA analytics and want to measure whether your prediction logic is actually catching breaches before they happen. It is the reporting backbone that the routing and escalation workflows feed off of.
How it works
- 1A schedule fires hourly.
- 2The flow pulls open conversations and SLA metadata from Front.
- 3It pulls the same from Intercom.
- 4A logic step computes breach probability and tags the dominant risk factor (deadline, depth, or stall) for each conversation.
- 5The combined, scored snapshot is inserted as timestamped rows into the Snowflake SLA-forecast table.
- 6A run confirmation with row count is posted to Slack.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect IntercomConversations, contacts, articles.
- 3Connect SnowflakeWarehouses, queries, shares.
- 4Connect SlackChannels, DMs, threads, mentions.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, 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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