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How can I create an automated response based on a time to respond SLA failing.

Benjamin Richey

So what I am trying to do is set our time to first respond SLA time at 5 minutes. I have a nice automated response letting the user know some extra information while they wait that I want to be sent as soon as the Time to first respond Fails. I have created the SLA with no issue, but when creating the automation, I only see adding a comment as an action. The comment does me no good as it's just for internal use. Any Ideas? I am also thinking of adding the app Canned Responses, so maybe there is a way to use that in the automation?