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Case SLA Watch for Salesforce · Customer Support

Catch Salesforce cases slipping past target, every hour

Checks open cases against your own response and resolution rules and gives each owner a Slack list of overdue cases, with a suggested next reply. No Entitlements needed.

Available now $89 one-time · never renewsIncluded in Enterprise
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Free account to start. Buying and running live need a paid plan.

  • Runs on a schedule
  • 1 AI step
  • About 15 min to set up

Sound familiar?

The job, before and after this agent.

What it feels like today

  • “We don't have Entitlements set up, so nobody really knows which cases are late.”
  • “Case owners find out a case breached when the customer escalates.”
  • “Building reports to watch response times is another job nobody has time for.”

What you get with the agent

  • An hourly check of up to 200 open Salesforce cases, oldest first, against your targets per priority and support hours
  • First response judged from case status, using the statuses you name (New by default)
  • A suggested next reply for each overdue case, from its subject and description
  • A Slack summary with each owner's cases in its thread, @mentioning owners you map
  • Re-posts only after your re-alert interval, so the channel stays readable

Before

Your support lead runs a case report each morning and messages owners one by one about anything that looks old.

After

Every hour, overdue cases land in Slack grouped by owner, with what's late and a suggested reply. The lead reviews instead of hunting.

How it works

The whole workflow, step by step.

Every hour the agent queries up to 200 open Salesforce cases. AI checks each against your first-response and resolution targets per priority (counting only your support hours if you say so; a first response means the case has left the statuses you name, New by default), keeps the overdue ones, suggests the next reply from the case's own text and groups them by owner. A summary goes to your escalation channel in Slack with each owner's list in its thread, @mentioning owners whose Slack id you map. It remembers what it escalated for 7 days, so an overdue case is re-posted only after your re-alert interval. Targets are your own rules, not Salesforce Entitlements or Milestones, and it never replies to customers or changes cases.

  1. TriggerEvery hour
  2. LogicRecall earlier alerts
  3. App callFind open cases
  4. AI stepCheck the targets and suggest replies
  5. LogicAnything newly overdue?
    • Nothing new:Nothing new
    • Past target:Post the escalation summary
  6. OutputNothing new
  7. App callPost the escalation summary
  8. LogicEach owner
  9. App callPost the owner's cases
  10. LogicRemember the alerts
  11. OutputEscalated

This is the workflow that opens in your workspace when you set the agent up. Every step can be edited.

  1. Step 1Every hourRuns at the top of every hour. Set your time zone on the trigger (or narrow the schedule to your support hours).
  2. Step 2Recall earlier alertsReads which cases were already escalated and when, so an overdue case isn't re-posted every hour.
  3. Step 3Find open casesReads up to 200 open Salesforce cases (oldest first) with priority, status, owner and dates.
  4. Step 4Check the targets and suggest repliesAI keeps the cases past your first-response or resolution targets, suggests the next reply for each and groups them by owner.
  5. Step 5Anything newly overdue?When nothing new is past target, nothing is posted.
  6. Step 6Nothing newNo new case past target; the run history keeps the check.
  7. Step 7Post the escalation summaryPosts the hour's summary to your support escalation channel; each owner's list goes in its thread.
  8. Step 8Each ownerRepeats once per owner with overdue cases (up to 50 owners).
  9. Step 9Post the owner's casesReplies in the summary's thread with this owner's overdue cases and a suggested next reply for each (mentioning them when you mapped their Slack id).
  10. Step 10Remember the alertsSaves which cases were escalated and when (kept 7 days), so they're re-posted only after your re-alert interval.
  11. Step 11EscalatedThe run history keeps the summary and the owner lists.

Example run

What goes in, and what comes out.

Example with fictional data

Comes in

Hourly check finds a fictional high-priority case, “Integration sync failing”, still in New after 5 support hours. Your target is 1 hour.

The agent produces

Slack summary in #case-escalations, with the owner's thread listing the case as 4 hours overdue on first response and a suggested reply asking which records failed to sync.

What you need

Everything it takes to run it.

About 15 minutes from purchase to live. A checklist above the canvas takes you through each step.

Plan

Included in Enterprise; on other paid plans it's $89 once. Agents run live on paid plans, from Basic ($39/mo).

Your AI key

Connect any of 14 AI providers on your own key. Your provider bills usage directly, at cost; we add no markup.

Apps

Checklist

  • A paid plan (agents run live on paid plans).
  • An AI provider key (Settings → AI Providers).
  • Salesforce (with API access and Cases) and Slack, connected in Settings → Integrations.

Setup, about 15 minutes

  1. Connect your AI provider. The AI steps run on your own key (OpenAI, Anthropic, Google and more). Add one in Settings → AI Providers.
  2. Connect Salesforce. Connect your Salesforce org (Settings → Integrations → Salesforce). It needs API access (Enterprise edition or above).
  3. Connect Slack. Connect the Slack workspace your support team uses (Settings → Integrations → Slack).
  4. Pick your Salesforce org. Open “Find open cases” and pick your connected org.
  5. Write your targets. Open “Check the targets and suggest replies” and replace the placeholder with your targets, statuses, hours and owner mapping.
  6. Pick the Slack account and channel. Open “Post the escalation summary” and pick your account and channel, then pick the same account in “Post the owner's cases”. Invite the app to private channels first (/invite @Fluxo Flow).
  7. Test it with Dry Run. Press Dry Run: the agent runs on sample data with no messages sent and nothing written to your apps.
  8. Switch the trigger on. Open the trigger, set your time zone and switch the schedule on. It runs every hour.

Is it a fit?

Who it's for, and what it won't do.

Built for

  • Support and service teams working cases in Salesforce
  • Salesforce admins who want SLA alerts without configuring Entitlements
  • B2B companies with response commitments in their contracts

What it doesn't do

  • Targets are your own rules, not Salesforce Entitlements or Milestones; first response is judged from the case status.
  • It never replies to customers or changes cases: alerts only.
  • Up to 200 open cases per check; very large queues need the query narrowed.
  • It doesn't read case comments or email threads.

We list the limits up front so you can decide before you buy.

Price

$89 one-time

Per workspace. It never renews.

Available now
  • Included at no extra cost on Enterprise.
  • Buying and running it live need a paid plan, from Basic ($39/mo).
  • Dry Run costs nothing: simulated AI and app calls, nothing sent.
  • AI usage is billed by your own provider, at cost. No AI credits to buy from us.
Get this agent See how it works

One-time agent purchases aren't covered by the 30-day money-back guarantee. Refund policy

FAQ

Questions about Case SLA Watch for Salesforce.

Does it change cases or reply to customers?

No. It only alerts. Owners reply and update cases in Salesforce themselves.

We don't use Entitlements. Will it work?

Yes. Targets are your own rules written in plain text, and first response is judged from the case status. It doesn't read case comments or email threads.

What's involved in setup?

About 15 minutes: Salesforce with API access and Cases, Slack, your written targets and an escalation channel.

Is it worth the price?

It's a one-time purchase that never renews, replacing the daily report-and-chase routine. It runs on a paid plan with your own AI key; Dry Run is free.

How does it know a case got a first response?

Salesforce has no standard first-reply date without Entitlements, so it uses the case's status: a case still in a status you name (New by default) has had no response. Your targets are your own rules, not Salesforce Entitlements or Milestones.

Will it post the same case every hour?

No. It remembers when each case was escalated (for 7 days) and re-posts it only after the re-alert interval you set (4 hours by default).

Is this a subscription?

No. Case SLA Watch for Salesforce is a one-time purchase of $89 per workspace and never renews. The Enterprise plan includes it at no extra cost. Running it live needs a paid plan (from Basic ($39/mo)), and your AI provider bills you directly for usage.

Can I test it before it touches real data?

Yes. Once it's set up in your workspace, Dry Run plays every step on sample data with simulated AI and app calls: nothing is sent and nothing in your apps changes. Switch the trigger on only when you're happy.

Put Case SLA Watch for Salesforce to work.

Free account, no credit card. Your Agents page opens with Case SLA Watch for Salesforce ready to buy and set up, then Dry Run it before it goes live.

Get this agent See how it works