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Categories Advanced rule conditions and actions SLA
Created by Guest
Created on Mar 9, 2021

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SLA rule counting only until first reply to conversation

Some customers have SLA only for the first message, we would need First Reply Time Goals specifically.

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    Frédéric Bidot
    May 19, 2025

    Hi, thanks for your note. My name is Fred, and I'm part of the Product team here at Front. I reviewed your request, and you can set a First Reply Time goal by configuring a couple different rules:

    • A rule adds Tag A to the conversation WHEN Outbound reply is sent

    • The SLA rule has a condition IF Conversation doesn't have Tag A

    If you don't wish to use tags, you can also use a conversation custom field. Let me know how that works for you.

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