What SLA alerts do
An SLA breached alert triggers when a conversation does not receive a reply within the time limit you configure.
Use SLA alerts to:
Catch customer questions, complaints, and urgent messages that have not received a reply.
Help managers keep response times on track across comments and DMs.
Monitor response coverage during launches, campaigns, peak-volume periods, or overnight shifts.
Automatically tag conversations that fall outside your response-time target.
đ Note: Conversations that breach the configured SLA are automatically tagged SLA breached.
Where to configure SLA alerts
Go to:
Control Panel > Workflows > Alert
Then select SLA breached alert and click Configure workflow.
Configure the SLA threshold
In the Threshold section, define how long a conversation can remain unanswered before it is considered outside SLA.
Set Send the alert if no one replies within to your required response-time limit.
Choose the relevant time unit.
Decide whether the timer should run continuously or only during working hours.
Once the threshold is breached, the workflow triggers the alert and applies the SLA breached tag to the conversation.
Count SLA time only during working hours
Enable Count only during working hours when your SLA should apply only while your team is expected to be online.
Configure:
Start time
End time
Working days
Timezone
For example, if working hours are Monday to Friday from 9:00 AM to 5:00 PM, time outside that window will not count toward the SLA threshold.
Configure alert recipients
In the Action section, select who should receive the email notification when an SLA is breached.
Under Notify me by email, add the relevant subscribers.
Use this to route breach alerts to community managers, support leads, or escalation owners responsible for response-time performance.
Use the SLA breached tag to manage out-of-SLA conversations
The SLA breached tag gives your team a persistent way to identify conversations that missed the configured response target, even after the alert has been sent.
Use the tag to:
Filter for conversations that fell outside SLA.
Review missed-response patterns across teams or channels.
Prioritize follow-up on conversations that waited too long.
Track recurring coverage gaps during specific shifts, campaigns, or high-volume periods.
Build downstream workflows around breached conversations where applicable.
This makes SLA monitoring useful beyond the initial notification. The alert surfaces the breach in real time, while the tag keeps the conversation identifiable for operational review.
Recommended setup
Align the SLA threshold with the response target your team actually operates against.
Set a tighter SLA for high-priority customer conversations.
Use working-hour rules when response targets apply only during staffed periods.
Add team leads or escalation owners as subscribers so breaches are visible immediately.
Use the SLA breached tag to audit out-of-SLA conversations and identify recurring response gaps.