Alerting Manager for Resolution Due Breach in BoldDesk Conversations
Alerting Manager for Resolution Due Breach sends an email notification to a designated manager when a conversation breaches its resolution due deadline. Use this to escalate overdue conversations for immediate follow-up.
This article explains how to create and configure the workflow and how the system behaves when the resolution due time is exceeded.
Prerequisites
- Role/Permission: Admin access to Chat automation workflows.
- Resolution due tracking: Resolution due time must be available for the conversation (for example, via your chat SLA/metric configuration).
- Manager email: The manager recipient must have a valid email address.
- Supported channels: Works across all supported chat channels (see list in this article).
Workflow Purpose and Scope
When the conversation’s resolution deadline is breached:
- The workflow triggers on the resolution due breach event.
- BoldDesk sends an email to the manager with key conversation details for action.
How to Access the Chat Workflow
Follow the steps below to enable or configure this workflow:
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Go to Admin → Chat → Chat Automation → Workflows.
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Select the SLA Breached workflow trigger from the list of available triggers.
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Click Add Workflow.
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Select Create from template.
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Select SLA Breached and choose Alerting Manager for Resolution Due Breach.
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Enter the required details:
- Workflow Name
- Brand
- Source (channel)
- In the Send Email action, set the To address to the manager email or escalation mailbox.
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Click Next to review the configuration.
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Edit the workflow as needed per your use case
- Configure the Send Message block (reminder prompt):
- Review the message text.
- Keep the message clear and action-oriented.
- Configure the email content.
- Configure the Send Message block (reminder prompt):
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Click Publish & Activate.
Supported channels
This workflow is supported in the following channels:
- Live Chat
- WhatsApp (Meta Cloud)
- Facebook Messenger
- Facebook Comments
- Instagram Direct Messages
- Instagram Comments
- SMS (Twilio)
- Telegram
- WhatsApp (Gupshup)
- WhatsApp (Twilio)
- LINE
Examples or Scenarios
Use this workflow when you need to:
- Escalate overdue conversations to managers automatically
- Monitor resolution SLA compliance across chat channels
- Ensure accountability for unresolved conversations
- Improve response quality and customer satisfaction
Resolution deadline exceeded
- A conversation’s resolution due time passes without being resolved.
- The workflow triggers and emails the manager with conversation details so they can intervene.
Channel-specific escalation
- You configure the workflow for WhatsApp (Meta Cloud) only.
- Only WhatsApp conversations that breach resolution due will generate manager emails; other channels will not.
Troubleshooting Common Errors
Manager did not receive breach emails
- Confirm the workflow is Published & Activated.
- Verify the workflow Source matches the channel where the breach occurred.
- Confirm the manager email address is correct in the email action.
- Check spam/junk folders and mailbox rules.
No alerts even though conversations are overdue
- Confirm resolution due time/SLA tracking is configured so a breach event can be generated.
- Ensure the conversation is within the workflow’s Brand and Source scope.
- Review any added workflow conditions that may filter out conversations.
Frequently Asked Questions
1) When does the “Alerting Manager for Resolution Due Breach” email send?
It sends when a conversation breaches the resolution due deadline.
2) Who receives the breach notification?
The email is sent to the manager recipient configured in the workflow’s email action.
3) Does this work in all channels?
Yes. It supports Live Chat, WhatsApp (Meta Cloud), Facebook Messenger, Facebook Comments, Instagram Direct Messages, Instagram Comments, Telegram, WhatsApp (Gupshup), WhatsApp (Twilio), and LINE.
4) Why am I not receiving breach alerts for overdue conversations?
Most commonly, the workflow is not active, the channel Source does not match, or resolution due time/breach events are not being generated for the conversation.
5) Can I alert different managers for different channels or brands?
Yes. Create separate workflows per Brand and/or Source and set a different manager recipient in each workflow.
