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Is there is any way to force this rule to work after the priority tag was added to the conversation manually?

What we trying to do:

P1 - SLA is hourly updates

  • SLA Warning - Add "SLA Warning" tag after 45 minutes after the conversation arrives and notify indicated users that the SLA deadline is approaching
  • SLA Breach - After 1 hour remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breached

P2 - SLA is daily updates

  • SLA Warning - Add "SLA Warning" tag after 23 hours after the conversation arrives and notify indicated users that the SLA deadline is approaching
  • SLA Breach - After 24 hours remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breached

P3 - SLA is weekly updates

  • SLA Warning - Add "SLA Warning" tag after 144 hours after the conversation arrives and notify indicated users that the SLA deadline is approaching
  • SLA Breach - After 168 hours remove the "SLA Warning" tag, add the "SLA Breach" tag and notify indicated users that SLA was breached

 

So when the conversation arrives in the inbox the user should manually add the priority tag. Adding the tag cannot be realised by the rules in our case.

Example: conversation arrived 17 minutes ago and to this conversation was manually added P1 tag - after 28 minutes should work as "SLA Warning" and if still no reply after 15 minutes - "SLA Breach" should work.

Hi @vyanko! 

Phoebe here with Front’s team. I’ve been running some tests on my end to try to get this to work, and I’ve got some options that will do the trick. 

SLA rules can only use the following When condition: 
-When inbound message is received
-When conversation is moved

There’s not a way to use “When tag is added” as a When condition for an SLA rule. However, you could set up a move rule based on the tag which would trigger these different SLAs. 

There are two ways to set this up: 
Workflow 1: Set up a single inbox for all priority emails (P1, P2, P3) and create a move rule based on tags. 
Workflow 2: Set up an inbox for each priority tier (P1 inbox, P2 inbox, P3 inbox) and create 3 move rules based on tags. 

For Workflow 1, Here how that setup would look: 
1. Create an inbox called “Priority” 
2. Create the Move rule: 



3. Create SLA rules for each tag. Here is an example of how the P1 rule would look: 



For Workflow 2, Here is how that setup would look: 
1. Create three inboxes called “P1”, “P2”, and “P3” 
2. Create a Move rule for each inbox: 
 

You could also create a rule set instead of making 3 separate rules: 

 


3: Create an SLA rule for each tag. This SLA rule would not need to include the tag specification, since the inbox already separates the messages by priority: 



A few things to note:

-Workflow 2 has the advantage of recategorizing the SLA for a converastion if it is moved up or down in priority. In Workflow 1, the conversation will not re-trigger a new SLA rule if the tag is changed from P1 to P2, for example.

-The SLA will be calculated from the timestamp of the inbound message, not from the time when the tag was added. This is standard for all SLA rules in Front. For example, say the P1 SLA is an hour. An email comes in at 9am and gets tagged as “P1” at 9:15. There are now 45 minutes left to reply to the customer before a breach. 

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