Escalate tickets that mention outages or data loss immediately

New Fluent Support tickets are scanned for the words outage and data loss. A ticket that mentions an outage pages the on-call engineer by SMS and alerts Slack; one that mentions data loss without an outage does the same, so each critical ticket triggers exactly one SMS and one Slack alert. Other tickets are left alone.

Fluent Support

Router

Twilio

Slack

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6 steps Setup ~12 min Used on 794 sites Agentic Support Free to import

The Escalate tickets that mention outages or data loss immediately workflow on the FlowMattic canvas, with 6 steps across Fluent Support, Router, Twilio, Slack — The workflow as it appears in the builder after import. Each step opens for editing.

How this workflow runs

What happens at each step once the workflow is on, and what you need before you import it.

Step 1Trigger
Fluent Support Ticket Created
The workflow starts automatically when a new ticket is created by either customer or agent in Fluent Support. FlowMattic captures that data for the steps below.
Step 2Logic
Router 2 paths
The Router checks your conditions and sends each run down the matching path of 2 — Outage mentioned, Data loss mentioned (no outage) — so different cases get different actions.
Step 3Action
Twilio Send SMS
On the “Outage mentioned” path — Twilio — send SMS to a number using Twilio. Data is mapped from earlier steps; connect your Twilio account on import.
Step 4Action
Slack Send Channel Message
On the “Outage mentioned” path — Slack — post or Schedule a new message to a specific #channel. Data is mapped from earlier steps; connect your Slack account on import.
Step 5Action
Twilio Send SMS
On the “Data loss mentioned (no outage)” path — Twilio — send SMS to a number using Twilio. Data is mapped from earlier steps; connect your Twilio account on import.
Step 6Action
Slack Send Channel Message
On the “Data loss mentioned (no outage)” path — Slack — post or Schedule a new message to a specific #channel. Data is mapped from earlier steps; connect your Slack account on import.

What you need

FlowMatticCore
Fluent Support PluginPlugin
Twilio AccountAccount
Slack AccountAccount

After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.