I am cleaning up our Front rules, and we have a rule where one of the criteria is “SLA Applies (tag) is added”. We do not have a tag by that name. Is this a function in the background where the SLA Applies tag automatically exists if SLA rules are created? I cannot find any help articles indicating this, but I did find an article referencing how to search for conversations where that tag was removed. I would greatly appreciate anyone pointing me to the correct resource.
Hi Shelley!
Phoebe here with the Front team! You’re on exactly the right track with your thinking. 😎
The “SLA Applies” rule (and tag) is an invisible tag that our system adds to conversations where an SLA rule should apply. It will not be visible in the user interface, so you won’t see it on the conversation or in your settings, but it is present for any company that has an SLA rule enabled.
If you’re curious about the nitty gritty of it all: A single SLA rule is actually 4-6 rules in the backend.
Rule 1: Adds the “SLA Applies” tag to conversations where an SLA rule should run
Rule 2: Sets the Warning time in our system (If SLA warnings are enabled)
Rule 3: Sets the Breach time in our system
Rule 4: Adds “SLA warning” tag at the appropriate time (If SLA warnings are enabled)
Rule 5: Adds “SLA breach” tag at the appropriate time
Rule 6: Removes the SLA tags after a reply has been sent.
So, TLDR, nothing is wrong with your Front account and seeing that tag is expected in a backend export :-)
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