Flow To track response time or remind after 1 day

[Anonymous]

Curious if someone has an idea on how to use microsoft flow to help with a specific use case.

Myself and a group of my supervisors for a call center are in a distribution group, we will call the distribution group Supervisors@x.com.  My goal for them is to make sure there is a response to each email within 1 business day.  Since I am on the group I have outlook set to conversation mode and I just keep an eye out for any incoming mail to the group that does not get a response in that timeframe.  I would like to be able to improve this process through automation, I would think microsoft flow can get me there but I am having trouble finding the right template.

Idea 1 (assume simpler) - For the first email of each unique subject sent to supervisors@x.com send a reminder if there is not a response sent within 24 hours.  I am fine with getting the reminders over the weekend even though it is not a business day.  This way each time I receive a reminder it is a possibility there was not a response provided within 24 hours.

Idea 2 (assume more complex) - Utilize microsoft flow to create a record in a spreadsheet each time an email is received that was sent to supervisors@x.com.  Theoretically I should be able to calculate the response time between the first and second email of each unique subject to determine how many slipped passed 1 business day.

Idea 3 (incomplete idea) - Each time my inbox receives an email sent to supervisors@x.com I can create a rule to perform a function, hoping that the function created can then help to trigger when a response was provided.  Perhaps to trigger a survey that a supervisor clicks 'yes' when they respond to the original email.

Obviously open for other suggestions as well.  I am a little stuck on this one I assume there has to be a somewhat simple way of doing this but I was not able to find a great example through my searches.

[ScottShearer]

@Anonymous- I believe the problem is that there is now way to track if an email has been responded to via Flow.

As an alternative, how about this:

1. Create a SharePoint list to track incoming emails - when a new email comes in an item gets added to the list
   1. The list item can include the subject and body of the email as well as attachments.
2. The list has a multiline text column where you can enter your response email body
   1. Have a check box in the list - when the check box is checked, have Flow send the email response
3. Have a parallel action in your Flow that waits fo a day and, if no response has been sent, send a reminder email to the team responsible for responding

Let me know if this needs additional explanation.

Scott

[Anonymous]

That sounds like a great idea.  I am still much of a novice so I am going to play around with your suggestion and see if I get stuck.  I truly appreciate the suggestion!

[GabrielStJohn · Accepted solution]

Hello,  @Anonymous!

Have you had an opportunity to apply @ScottShearer‘s recommendation to adapt your Flow? If yes, and you find that solution to be satisfactory, please go ahead and click “Accept as Solution” so that this thread will be marked for other users to easily identify!

Thank you for being an active member of the Flow Community!

-Gabriel
Flow Community Manager

[Anonymous]

@Anonymous hi! did you get any solution finally?

I am working on somenthig similar and need ideas too 🙂 

[obmb]

hi All,

any new updates on how to track if an email has been responded to via Flow.

[Anonymous]

Hi @ScottShearer ,

I'm trying to replicate your solution but getting stuck (still pretty new to Power Automate). I have a flow triggered by when new email arrives to shared inbox which creates new item in Sharepoint list. That works well - however I would need to differentiate between original email and reply so I can measure response time (as part of our KPIs we need to reply within 48hrs).

But now, I have new item separately for each email and I can't find a way how to connect those into one line so I could have a column which says 'Replied within 48hrs' : YES / NO - any ideas?

Many thanks,

A.