SLA-Type Rules

Prioritizing work in a busy inbox is important but often hard to achieve. Let Front notify you when a conversation has been sitting unanswered and unassigned in your inbox for too long. Here are some of our favorite SLA-type rules: ⌛️

Notify the right Slack Channel / Person
(if you don't have Slack but want to try it out, just let us know)

Move to an Urgent Folder

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  • Is it possible yet to create an SLA type rule that respects business hours?

    eg If I need to escalate a message if it hasn't been replied to within 4 business hours, so if the message arrives at 9pm Tuesday and we work 9-5 Monday to Friday the message would only trigger the rule 1pm on Wednesday.

    Thanks!

    PS By business hours I'm referring to the same business hours that we've setup in the analytics

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  • Ben George Rules can't look at business hours at this time, but you can use the Time is between condition in Rules to accomplish this.

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