Conversations · 1 min read
Set Up and Track Conversation SLAs
Conversation SLAs (service level agreements) are response-time targets. Each new incoming message gets a timer, so your team can see what needs a reply first.
Set up SLAs
- Go to Conversations and click Settings at the top.
- Turn on SLA Settings.
- Under How should SLAs apply across channels?, choose:
- Common SLA: one target for every channel. For example, reply to everything within 1 hour.
- Channel-Specific SLA: different targets per channel. For example, SMS within 15 minutes and email within 2 hours.
- Set your timings:
- Due Soon: the warning time before the deadline. The timer turns orange.
- Overdue: the deadline. Once it passes, the timer turns red.
- Choose whether workflow messages count as a reply:
- Count all automation messages: the timer stops when a workflow sends a message.
- Don't count automation messages: the timer keeps going until a person replies.
- Count only specific workflows: pick which workflows stop the timer.
- Choose whether AI agent replies count:
- Count AI replies (default): the timer stops when your AI agent replies.
- Don't count AI replies: the timer keeps going until a person replies.
- Click Save.
Timers apply to new incoming messages from then on.
SLA timers
Timers show in the conversation list on the left of the inbox.
| State | Color | Meaning | | --- | --- | --- | | Active | Grey | On track. | | Due Soon | Orange | Close to the deadline. | | Overdue | Red | Past the deadline. |
Filter and sort by SLA
- Filter by Active, Due Soon, or Overdue.
- Sort by Longest Overdue or Next SLA Target.
To automate follow-up, see Conversation SLA Workflow Triggers and Permissions.