Auto‑Reassign Conversations on First Response Due Breach
Reassigns when First Response Due Breach is a chat workflow template that escalates missed first-response deadlines. When the First Response Due time is breached, the workflow emails a manager with conversation details and auto-assigns the conversation to another agent in the same support team.
This article explains how to configure the template and what happens when a breach occurs.
Prerequisites
- Role/Permission: Admin access to Admin → Chat → Chat Automation → Workflows.
- SLA tracking: Your environment must have First Response Due time available so the SLA Breached trigger can occur.
- Support team (group): For best results, ensure the target group has at least two agents to reduce reassignment loops.
- Manager email: A valid manager email address (or mailbox) must be available.
Workflow Purpose and Scope
When a conversation breaches the First Response Due deadline:
- The workflow triggers on SLA Breached.
- The workflow sends an email alert to the manager with conversation details.
- The workflow runs auto-assignment to reassign the conversation to another agent in the configured support team.
Step-by-Step Instructions
- Go to Admin → Chat → Chat Automation → Workflows.
- Select the trigger SLA Breached.
- Click Add Workflow → Create from template.
- Select SLA Breached workflow trigger
- Select Reassigns when First Response Due Breach.
- Enter:
- Workflow Name
- Brand
- Source (channel)
- Set the To address to your manager (or escalation mailbox).
- Select the support team (group) to reassign within.
- Then click Next to proceed.
- 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 Send Message block (reminder prompt):
- Configure the Email action block:
- Review the email subject and content.
- Confirm the correct placeholders are used.
- Configure the Auto-Assignment action:
- Review and adjust the auto‑assignment rules.
- Ensure eligible agents are available in the selected group.
-
Click Publish & Activate.
Rules, Conditions, and Behavior
- Trigger type: SLA Breached.
- Breach type: Intended for First Response Due breaches (response SLA), not resolution due breaches.
- Reassignment behavior: Uses Trigger Auto-Assignment to select another eligible agent in the configured group.
- Manager alert behavior: Sends a single email per breach event, unless you modify the workflow.
- Brand and Source scope: The workflow only applies to the Brand and Source selected during setup.
- Channel differences: Some channel selections may expose different available placeholders or template defaults.
Supported channels.
- Live Chat
- WhatsApp (Meta Cloud)
- Facebook Messenger
- Facebook Comments
- Instagram Direct Messages
- Instagram Comments
- SMS (Twilio)
- Telegram
- WhatsApp (Gupshup)
- WhatsApp (Twilio)
- LINE
The configuration of this template may vary depending on the selected channel.
Use Case
First response is overdue
- A conversation is assigned but no agent responds before First Response Due.
- The SLA breaches, the manager is emailed, and the conversation is re-assigned to another agent in the team.
Small team reassignment
- A group has only one agent.
- Auto-assignment has no alternate eligible agent, so reassignment may fail or reselect the same agent depending on eligibility rules and availability.
Troubleshooting Common Errors
No manager email received
- Confirm the workflow is Published & Activated.
- Verify the workflow Brand and Source match the affected conversation.
- Confirm the SLA Breached trigger is enabled and First Response Due is being tracked.
- Verify the manager email address in the Send Email block.
Conversation not reassigned
- Confirm the Trigger Auto-Assignment block is configured with the correct group.
- Ensure the group has at least two agents and at least one is eligible/available.
- Review auto-assignment settings (round robin mode and eligibility rules).
Reassignment loop or repeated escalations
- Add workflow conditions to limit re-run (for example, tag the conversation after reassignment and skip if the tag already exists).
- Ensure the group has enough agents to distribute reassignment.
Frequently Asked Questions
1) What triggers this template?
The workflow runs when the SLA Breached event occurs for a conversation’s First Response Due time.
2) Who receives the email alert?
The email is sent to the manager recipient configured in the workflow’s Send Email block.
3) How does BoldDesk pick the new agent during reassignment?
The workflow uses Trigger Auto-Assignment and assigns the conversation to an eligible agent in the configured group, based on the selected auto-assignment mode.
4) Does this template work in all channels?
Yes. It supports Live Chat, WhatsApp (Meta Cloud), Facebook Messenger, Facebook Comments, Instagram Direct Messages, Instagram Comments, SMS (Twilio), Telegram, WhatsApp (Gupshup), WhatsApp (Twilio), and LINE. Configuration may vary by channel.
5) How do I prevent reassignment loops?
Use a group with at least two agents, and add a condition (for example, apply a tag after reassignment and skip the workflow when the tag already exists).
