We have recently moved from a different ticketing system to Intercom.
One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.
As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.
Hi
I was in the same boat a couple of years ago, AFAIK, Intercom doesn’t have a native “pre-breach alert, but i can suggest a workaround that can help:
Set up a workflow that triggers when a conversation is assigned to the relevant folder, queue or (team).
Use a “wait” action for just before the SLA breach (for example, 8 or 9 minutes if your SLA is 10 minutes). (you probably would need to make different paths for different SLAs)
After that wait, send a webhook to Slack so your team gets a heads-up and can act before the SLA is actually breached.
It’s not perfect, but it’s event-driven and keeps you from constantly polling or checking manually.
Cheers!
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