front-sla-monitor

Scheduled Lambda that monitors Front conversations for SLA breaches and sends tiered Slack alerts. Runs every 15 minutes during business hours (8 AM–5 PM ET, Mon-Fri).

SLA Rules

Tier	Threshold	Action
1	1 business hour without reply	Slack DM the assignee, or post to #front-sla-alerts if unassigned
2	1 business day without reply	Slack DM Adam

Business time counts weekday hours only (Mon-Fri, Eastern time). The SLA clock pauses on Saturday and Sunday.

Alerts are only sent during business hours (8 AM–5 PM ET). If breaches accumulate overnight, the first morning run sends a single summary message to #front-sla-alerts instead of individual alerts.

Architecture

EventBridge (every 15 min, 8 AM–5 PM ET, Mon-Fri)
    │
    ▼
Lambda (Python 3.12, arm64)
    │
    ├── Start date gate → skip before START_DATE
    ├── Business hours gate → skip outside 8 AM–5 PM ET
    │
    ├── Secrets Manager → front-sla-monitor/front-api-token
    ├── Secrets Manager → front-sla-monitor/slack-bot-token
    │
    ├── GET Front API /inboxes → filter to MONITOR_INBOXES
    ├── GET Front API /inboxes/{id}/conversations → open conversations (max 10 pages)
    │
    ├── DynamoDB (front-sla-alerts) → dedup + first-run-of-day detection
    │
    ├── Morning (first run) → summary message to #front-sla-alerts
    ├── Tier 1 → Slack DM assignee or #front-sla-alerts
    └── Tier 2 → Slack DM Adam

AWS Resources

• Stack: front-sla-monitor (SAM, us-east-1)
• Lambda: front-sla-monitor — Python 3.12, arm64, 128 MB, 300s timeout, 60-day log retention
• DynamoDB: front-sla-alerts — tracks alert history per conversation + monitor state, 7-day TTL
• EventBridge: cron(0/15 12-22 ? * MON-FRI *) — every 15 min during business hours (UTC range covers EDT/EST)

Setup

1. Create the Slack App

1. Go to https://api.slack.com/apps and create Front SLA Monitor
2. Add Bot Token Scopes: chat:write, users:read.email
3. Install the app to your workspace and copy the Bot User OAuth Token
4. Create the #front-sla-alerts channel and invite the bot (/invite @Front SLA Monitor)
5. Copy the channel ID (right-click channel name > View channel details)

2. Create a Front API Token

1. Front > Settings > Developers > API tokens
2. Create a token with conversation read scope
3. Copy the token

3. Store Secrets in AWS

aws secretsmanager create-secret \
  --name "front-sla-monitor/front-api-token" \
  --secret-string "YOUR_FRONT_API_TOKEN" \
  --region us-east-1

aws secretsmanager create-secret \
  --name "front-sla-monitor/slack-bot-token" \
  --secret-string "xoxb-YOUR-SLACK-BOT-TOKEN" \
  --region us-east-1

4. Deploy

sam build
sam deploy --guided

Or push to main to trigger the GitHub Actions deploy workflow.

5. GitHub Actions Secrets

Secret	Value
AWS_DEPLOY_ROLE_ARN	Org-wide OIDC deploy role (already configured)
SAM_PARAMETER_OVERRIDES	FrontApiTokenSecretArn=arn:... SlackBotTokenSecretArn=arn:... SlackAlertChannel=CXXXXXXXXXX

Manual Testing

aws lambda invoke --function-name front-sla-monitor --payload '{}' /dev/stdout --region us-east-1

Check logs:

aws logs tail /aws/lambda/front-sla-monitor --follow --region us-east-1

Configuration

Environment Variable	Default	Description
ACK_SLA_MINUTES	60	Business minutes before Tier 1 alert
ACTION_SLA_MINUTES	1440	Business minutes before Tier 2 alert
ADAM_EMAIL	adam@seahavenind.com	Tier 2 escalation recipient
SLACK_ALERT_CHANNEL	—	Channel ID for broadcast alerts
MONITOR_INBOXES	Triage,California,West Coast,Central,East Coast,Vendors	Comma-separated inbox names to monitor (empty = all shared)
START_DATE	2026-05-14	Date when monitoring begins (YYYY-MM-DD, Eastern time)