First Response Time SLA specifically for our Tier 2 team | Community
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I’m exploring ways to apply a First Response Time SLA specifically for our Tier 2 team, and wanted to get your thoughts on the approach I’ve come up with. Would this logic work in Intercom?

  1. Apply the FRT SLA when the conversation is first assigned to Tier 1 (CS) using a workflow.

  2. When the conversation is escalated to Tier 2, apply a Time to Close SLA (e.g. 1 hour), treating that as a proxy for FRT — since Intercom doesn’t allow multiple FRTs per conversation.

  3. Create a second workflow triggered by “Teammate sends any message”, with an audience rule that checks if the conversation is assigned to Tier 2. This workflow would then:

    • Override or stop the Time to Close SLA

    • Log that the Tier 2 “first response” has been sent

  4. This setup would essentially let us measure Tier 2’s responsiveness separately — even though it’s not tracked natively in Intercom as a second FRT.

Would this approach work as intended? Or is there a more reliable way to simulate separate SLA tracking for multi-tier support flows?

Hey there ​@Alex Petroiu! Emily here from Support Engineering at Intercom 👋🏼

 

Intercom only allows one FRT per conversation, so your idea to use a Time to Close (TTC) SLA as a proxy for Tier 2’s FRT is a practical workaround. You can set up workflows to apply different SLAs at different stages: apply FRT when assigned to Tier 1, and then apply a TTC SLA when escalated to Tier 2.


Creating a workflow triggered by “Teammate sends any message” (with an audience rule for Tier 2 assignment) to stop or override the TTC SLA and log the Tier 2 response is supported by Intercom’s workflow and conditional branching capabilities. This setup allows you to measure Tier 2 responsiveness separately, even though it’s not natively tracked as a second FRT.


Caveat: Ensure only one workflow matches your SLA rules at each stage to avoid conflicts.

 

There is no more reliable native method for tracking multiple FRTs per conversation in Intercom at this time.

 

Hopefully this helps! 💪🏼

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