SLA Alerts & Escalation

Slow replies cost customers. SLA tracking keeps your team honest.

What you can set

• A first-response target — how quickly a customer should hear back.
• A resolution target — how quickly a conversation should be closed.

When a target is at risk

• The conversation is flagged with an SLA badge in the list.
• The team is alerted in real time.
• Rules can escalate the conversation to a team so it doesn't slip through.

Resolved and snoozed conversations are excluded, so alerts stay meaningful.