How to create time-based rules

We created time-based rules so that you can stand behind your commitment to your customers. If you guarantee that you will always reply within a certain time frame, you might want Front to give you a warning before your time is up.


Step 1

Go into your Settings, select Rules, and Add a team rule.

Step 2

Set up your conditions (more information can be found in the Understanding rules article). It's important to note here that Front supports two time-based conditions:

  • Unreplied after will trigger if you haven't replied to a message after a given delay.
  • Unassigned after will trigger if you receive a message and the conversation is still unassigned after a given delay.

These conditions will apply some time after a message is sent or received. Front will delay the execution of the rule for the delay you set.

Step 3

Click Save to save your rule.


Pitfalls

Inbound vs. Outbound

If you select only Inbound message in When, the rule will only apply to messages received from your customers. If you also include Outbound message and Outbound replies, the rule will also trigger if you send a message and the customer does not reply.

All vs. At least one

With time-based rules, you should select If all conditions are met. If you select At least one, the rule might trigger twice.

Moving conversations

Let's say you have the SLA rule showed above. If you receive a message on your Sales@ inbox and decide to quickly move it to your Support@ inbox, the rule will trigger as expected 50 minutes after the message is received. However, if you move the conversation too late (after 50 minutes), nothing will happen.

Time zones

The time zone that you are in at the time the rule is created is the time zone that the rule will act on. If you modify the rule in a different time zone, we will detect this and the change will automatically be made.

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  • can i explicitly set timezone for my rules ?

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  • Can we apply rule with old Email that already be in the Inbox?
    or the rule will only active with new incoming Email?

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  • Thongtod Linthong (Leo) Rules don't work retroactively at this time.

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  • Cori Morris Thank You for your reply

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  • I use front for sms & mms messages. Can I use a rule that an unreplied message can be replied to automatically at a certain time?

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  • Jessica Diaz Hi there, yes, you can create a rule that looks something like this: 

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  • Cori Morris Yay! It worked. Thanks!

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  • I'm trying to create a kind of specific rule. Our automated texts and emails are sent out to customers a few times a week. Generally the customer don't reply to them but the outbound tickets are left open in our box. Is there a way to set a rule for the ticket to be resolved if there is no customer response?

    I originally thought it was to set it to outbound message, body contains "XYZ", unreplied after "x". This page seems to indicate that the rule would close out the ticket if we don't respond and would do it again if the customer responds and we don't respond in time. Or does the body portion of the rule only apply to the newest message in the thread?

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  • Andrew Bristow Can you share what you're current rule looks like?

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  • Cori Morris 

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  • Andrew Bristow How are you sending these automated messages? Via our API? Could you send over a Conversation ID for one of these conversations?

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  • Cori Morris my head of ops said that they are being sent from a database. cnv_kpmi1d is an example

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  • Andrew Bristow Ok, then you'll need to change the trigger to inbound instead of outbound.

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  • Cori Morris it actually may be the API, cnv_ku4edt 

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  • Andrew Bristow Can you tell me the name of this rule?

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