Hello,

I would like to clarify how SLA functionality works in Front. As I understand it, we can assign a specific SLA to each tag—for example, the #rush tag can have a 24-hour SLA set in Front. In this case, I see two possible scenarios:

1. No auto-tagging enabled (i.e., no rules in Front that automatically assign the #rush tag—only the 24-hour SLA is configured):
   When we receive an email that should be treated as a rush request and handled within 24 hours, someone managing the mailbox (e.g., the dispatcher on duty) would need to manually apply the #rush tag.
   My understanding is that Front will still calculate the 24-hour SLA from the original time the email was received, even if the tag is added a few hours later—say, 3–4 hours after the email arrived. Is that correct?

2. Auto-tagging enabled (rules are set up so that emails containing the word “rush” or “urgent” in the subject or body are automatically tagged with #rush):
   In this case, no manual intervention is needed, as the tag is applied at the same time the email is received, and the 24-hour SLA countdown starts immediately.

Thanks for your clarification, and apologies if this was already covered during training!