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Auto reminders on overdue emails

Anonymous
2025-07-08T07:59:43+00:00

I would like to create a culture of timely response to client emails within a given SLA among all users.

  1. Is it possible to customise MS Viva to send reminders to users every six hours regarding the overdue responses
  2. Is it possible to train Viva in the event it gives false positives.
  3. Is it possible to customise Viva to escalate an issue to the next person within the team if the emails are not responded to after several hours

feel free to suggest any suitable tools or products within MS environment that can be used to achieve a similar outcome.

Microsoft 365 and Office | Microsoft Viva | Viva Engage

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Anonymous
2025-07-08T10:01:42+00:00

Hi GO_131, 

Thanks for your follow-up! 

To achieve your goal of automating email SLA reminders and escalations, Power Automate is currently the most suitable solution within the Microsoft ecosystem. 

1. Reminders Every 6 Hours for Overdue Emails 

Power Automate allows you to create Scheduled Cloud Flows that run at custom intervals, including every 6 hours. 

This flow can: 

  • Automatically check your Sent Items and Inbox.
  • Identify emails that haven’t received a reply.
  • Send reminder emails to the sender or relevant team members.

2. Tracking Email Responses 

You can build a flow that: 

  • Monitors the Sent Items folder to identify outgoing emails.
  • Matches replies in the Inbox using conversation ID or subject.
  • Tracks response time and triggers actions if it exceeds your SLA.

3. Escalation Workflow 

Power Automate supports multi-level escalation logic: 

  • Use Dataverseor SharePoint to store escalation rules.
  • Automatically forward overdue emails to managers or team leads.
  • Send notifications via Outlook or Microsoft Teams.

For reference: 

Send regular reminder emails - Microsoft Q& 

Set a reminder flow - Microsoft Support 

Create a reminder flow in Power Automate for SharePoint items - Power Automate | Microsoft Learn 

If my answer is helpful, please mark it as an answer, which will definitely help others in the community who have similar queries to find solutions to their problems faster.

Please let me know if there are any updates. I'm happy to assist further whenever needed. 

Sincerely, 

Rin-L MSFT | Microsoft Community Support Specialist

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  1. Anonymous
    2025-07-08T08:46:02+00:00

    Hi GO_131, 

    I hope you're having a great day! Thank you for reaching out to the Microsoft community. 

    Let’s address your questions one by one: 

    1. Is it possible to customise MS Viva to send reminders to users every six hours regarding the overdue responses?

    Unfortunately, Viva Insights does not support automatic reminders for overdue emails every six hours. Its core features focus on: 

    • Suggesting focus time
    • Tracking work patterns
    • Recommending email scheduling
    • Highlighting tasks to follow up

    Moreover, Microsoft has paused several email-related features in Viva Insights, such as Briefing emails and Digest emails, making this solution less viable for your use case. 

    2. Is it possible to train Viva in the event it gives false positives?

    Viva Insights does not offer training or customization to reduce false positives. It operates based on predefined AI models and does not support machine learning customization for specific organizational needs. 

    3. Is it possible to customise Viva to escalate an issue to the next person within the team if the emails are not responded to after several hours?

    Viva Insights is designed for personal productivity insights, not for workflow escalation or team-level automation. It does not support automatic escalation of unresponded emails to other team members. 

    For reference: 

    Introduction to Viva Insights | Microsoft Learn 

    About the Viva Insights Outlook add-in - Microsoft Support 

    A more suitable alternative within the Microsoft ecosystem is Microsoft Bookings, which supports: 

    • Follow-up email reminders from 15 minutes to 2 weeks after an appointment
    • Customizable messages and recipients
    • Automated feedback collection

    For reference: 

    Introducing follow-up reminders in Microsoft Bookings | Microsoft Community Hub 

    If the information above is helpful, kindly mark it as an answer. This will also assist others in the community who may have similar questions complexity. 

    Thanks for your precious time. Have a nice day. 

    Sincerely, 

    Rin-L MSFT | Microsoft Community Support Specialist

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  2. Anonymous
    2025-07-08T09:23:58+00:00

    Thanks Rin-L MSFT for your elaborate response.

    Do you know if Copilot or Power Automate can be customized to achieve such functionalities

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