Response time SLAs

Response time SLAs let you set a target for how quickly your team replies to customer messages in Conversations, then show which threads are getting close to the deadline. When a new customer message arrives, a timer starts on that thread and changes color: grey while on track, orange when due soon and red when overdue. The timer disappears once someone replies or marks the conversation as read.

For a busy HVAC company or salon, this helps keep quote requests and booking questions from slipping through while the team is out on jobs. You can filter the inbox by SLA status and sort by longest overdue or next SLA target, so the most urgent threads come first.

Setting it up

• In Conversations, open the Settings tab and turn on SLA Settings.
• Choose one common SLA for all channels, or set separate targets per channel, such as faster replies for SMS than for email.
• Set the due soon warning time and the overdue limit.
• Decide whether workflow messages and AI agent replies count as responses.
• Save. Timers apply to new incoming messages from then on.

You can also build workflows that start when a conversation becomes due soon or overdue, or when its SLA is dismissed. For example, a workflow could notify a manager or reassign the contact. Admins choose whether all users or only admins can dismiss an SLA on a message that needs no reply.

Admins can open the SLA performance dashboard to see SLA met and breached percentages, average response time, and results by user and channel.