Intercom First-Response SLA Escalation

Overview

This flow protects first-response time commitments on Intercom. On a short schedule it finds open conversations that have been waiting on a teammate longer than an SLA threshold, then runs a two-tier escalation: on the first detection it alerts the support lead in Teams, reassigns the conversation per priority, and adds an internal note; if the same conversation is still unanswered on a later poll, it emails the support manager (a repeat breach). A Dataverse ledger makes the escalation idempotent so a conversation is escalated to the lead once and to the manager once - never spammed every poll.

Why it matters: In a busy inbox, conversations slip past SLA unnoticed. Automated detection plus a de-duplicated, tiered escalation keeps response times honest and gives leadership early warning without an agent watching timers.

Use Case

A support team with first-response SLAs wants at-risk and breached conversations surfaced and escalated automatically. The first breach nudges the on-call lead and reassigns the work; a continued breach escalates to the manager. The ledger guarantees each conversation triggers each tier only once.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Intercom	shared_intercom	POST /conversations/search POST /conversations/{id}/reply POST /conversations/{id}/parts
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord UpdateRecord
Microsoft Teams	shared_teams	PostMessageToConversation
Office 365 Outlook

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

SLA threshold

Change flowlibs_IntercomSlaMinutes. For priority-based SLAs, branch on priority before the breach filter and compare against per-segment thresholds.

Poll cadence

Adjust the Recurrence interval (tighter = faster detection, more API calls).

Reassignment targets

Edit flowlibs_IntercomPriorityAssigneeMap (priority to team/admin id). Assignment type is team; switch to admin to map individuals.

Business hours

Gate the breach filter so only time during support hours counts toward the SLA.

Third tier

Add a Twilio SMS or PagerDuty page when a conversation reaches a third poll while still breaching (extend the ledger status machine).

Scope

Narrow Search Open Conversations (e.g. by team or tag) by adding clauses to the search query value array.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@div(sub(ticks(utcNow()),621355968000000000),10000000)

@mul(int(parameters('EnvVar_IntercomSlaMinutes')),60)

@and(not(equals(coalesce(item()?['waiting_since'],0),0)),greater(sub(variables('varNowUnix'),coalesce(item()?['waiting_since'],0)),variables('varSlaSeconds')))

@coalesce(json(variables('varPriorityMap'))?[coalesce(items('Foreach_Breaching_Conversation')?['priority'],'not_priority')],'')

@empty(body('List_Existing_Ledger')?['value'])

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