Monitoring SLA Status

Track SLA compliance and respond before deadlines are missed.

SLA Status Badges

In the conversation list, each conversation shows an SLA status badge:

• SLA on track (outline): Deadline is comfortably in the future
• SLA due soon (amber): Deadline is approaching
• SLA breached (red): Deadline has passed

Filtering by SLA Status

To focus on conversations that need immediate attention:

• Click the Filter button in the inbox
• Open Advanced Filters
• Find the SLA Status filter
• Select:
• Breached: Show only conversations with missed SLAs
• Due soon: Show conversations approaching their deadline
• All: Show all conversations regardless of SLA status

What Gets Tracked

For each conversation with an SLA policy, the system tracks:

First Response Timer

• Due at: When first response is expected
• Met at: When first response was actually sent
• Breached at: If deadline was missed

Resolution Timer

• Due at: When conversation should be closed
• Met at: When conversation was actually closed
• Breached at: If deadline was missed

Follow-Up Timer (if configured)

• Due at: When follow-up response is expected
• Met at: When follow-up was sent
• Breached at: If deadline was missed

SLA Breach Notifications

Use automation rules to get notified about SLA issues:

• Go to Settings > Automation
• Create a new rule with trigger:
• "SLA due soon" for early warning
• "SLA breached" for immediate notification
• Add an action to send an email to the team
• Optionally assign the conversation to a supervisor

This ensures someone is always aware when SLA targets are at risk.