Make the SLA rule work only after adding specific tag manually

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.