How to create time-based rules

Overview

Time-based rules so you can stand behind your commitments to your customers. If you guarantee that you will always reply within a certain time frame, Front can give you a warning as that time approaches.

Creating a time-based rule

Step 1

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

Step 2

Add your conditions (more information about the fundamental of rules can be found in the Understanding rules article). Front supports two time-based conditions:

• Unreplied after - will trigger if there is no reply to a message after a given delay. This condition will trigger for both inbound and outbound messages depending on the condition selected. 
• Unassigned after - will trigger if you receive a message and the conversation is still unassigned after a given delay.

When a time-based rule is triggered, i.e. a WHEN condition is matched, the rule is immediately scheduled. When the timer completes, the rule will evaluate the rest of the rule conditions according to the current conversation and determine whether to execute the actions of that rule.

Step 3

Click Save to save your rule.

Ways to leverage a time-based rule

SLA escalations with move / notify / tag

Time-based rules are notably used to manage company SLAs. With Front rules, there are many ways for you to keep on top of these SLAs. Here are our recommendations:

Move conversations to an escalation inbox - By creating an additional inbox with no connected channels, you can create clear escalation paths and educate your team to prioritize conversations as they become more urgent.

Notify the team and manager - With the notify rule action, you can select key members of a team who should always be kept in the loop as SLAs approach.

Tag the conversation for long-term tracking - You should track conversations at your SLA markers to better identify trends and team performance.

Note: Actions from an asynchronous, or time-based rule will not be used to trigger other rules.