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Conversations

How to set a maximum response time (SLA) for conversations

In Conversations › Settings, turn on SLA Settings, choose a common or per-channel SLA, set the "Due Soon" and "Overdue" times, decide whether workflow and AI messages count as replies, and save. Every new conversation then shows a grey, orange or red timer.

Updated on

Before you start

  • You need access to Conversations and permission to change conversation settings.
  • SLAs work in the new version of Conversations. If you don't see the settings tab, check under Settings › Labs that the new version is on.
  • Decide the targets you want to enforce (for example, 15 minutes for SMS and 2 hours for email). The SLA counts clock hours, not business hours.
Where to find it

Conversations › Settings › SLA Settings

Step by step

Turn on and configure the SLA

  1. Open Conversations and click the Settings tab in the top bar.
  2. Flip the SLA Settings toggle on.
  3. Under How should SLAs apply across channels, choose:
    • Common SLA: the same target for every channel.
    • Channel-Specific SLA: a different target for email, SMS, WhatsApp, Facebook, Instagram, and so on.
  4. Set the times:
    • Due Soon: when the timer turns orange (warning).
    • Overdue: the maximum response time; past that, the timer turns red.
  5. Under Workflow messages, choose whether automated messages count as replies: all of them, none, or only those from specific workflows.
  6. Under AI Agent messages, choose whether AI replies stop the timer (they do by default).
  7. Click Save. New conversations get a timer; existing ones keep the previous rules.

Read the timer in the conversation list

  1. When a customer message comes in, a timer appears next to the conversation.
  2. Grey: on track. Orange: due soon. Red: overdue.
  3. The timer disappears when someone replies or marks the conversation as read.
  4. If the customer sends several messages in a row, the clock runs from the oldest unanswered one.

Filter and sort by SLA

  1. In the filter panel, use SLA Status to show only Active, Due Soon or Overdue conversations.
  2. In sorting, pick Longest Overdue or Next SLA Target to tackle the most urgent ones first.

Tips

  • Start with a single, generous SLA; tighten it once you've seen the team's real response times.
  • If your workflow auto-replies only say "we got your message", choose not to count them as replies so the timer keeps running until a human answers.
  • Save a view with the Overdue filter and share it with the team so nothing past its deadline slips through.

Common problems

  • Older conversations show no timer → SLAs only apply to messages received after you turned them on. Earlier conversations stay as they were.
  • I changed the times but open conversations didn't change → Changes apply only to new messages; ongoing conversations keep the rule they started with.
  • The timer stopped without anyone replying → A workflow or AI message counted as a reply. Adjust the workflow and AI options in the SLA settings.
  • I don't see a Settings tab in Conversations → The new version of Conversations isn't on. Check Settings › Labs or ask your admin.

Frequently asked questions

Does the SLA count only business hours?

No. It counts clock hours, including nights and weekends.

Do SLAs apply to internal comments and internal chat?

No. Only to customer conversations.

Can I build automations or reports from SLAs?

Not yet: SLAs are for filtering, sorting and seeing status in the conversation list.

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