First-contact SLA timer with owner reminder task

Outcome. Every newly assigned lead gets a countdown: the owner is reminded before the SLA expires, and a manager is notified the moment it does, so no lead sits untouched.

flowchart TD
    A[Lead routed date set + owner known] --> B[Create SLA call task, due 3h]
    B --> C[Delay 3 business hours]
    C --> D{Contacted since routing?}
    D -->|Yes| E[Set SLA met = true, end]
    D -->|No| F[Warn owner by internal email]
    F --> G[Delay 1 business hour]
    G --> H{Contacted since routing?}
    H -->|Yes| E
    H -->|No| I[Set SLA met = false]
    I --> J[Notify manager + create escalation task]

When to use it / when not to

• Use it right after any lead-assignment workflow (lead-routing-001 or lead-routing-002) once an owner exists, to enforce a first-contact time window.
• Use it when "first contact" can be measured by a logged activity: a call, a logged email, or a task marked complete.
• Do not use it as your only assignment logic. This workflow assumes an owner is already set; it does not assign one.
• Do not use it if reps log activity outside HubSpot (no call/email logging). The SLA check relies on activity properties being populated, so an unsynced tool makes the SLA check unreliable, flag this to the admin before building.