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Conversation settings let you establish structure and accountability around how quickly your team responds to contacts. The primary feature here is Service Level Agreements (SLAs), which add visual timers to your inbox so nothing falls through the cracks. Navigate to Conversations → Settings to access these options.

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Conversation SLAs

An SLA defines how quickly your team should respond to incoming conversations. Once enabled, SLA timers appear on every new conversation in your inbox — turning amber when “due soon” and red when overdue.
1

Enable SLA settings

Navigate to Conversations → Settings and toggle SLA Settings on.
SLA settings
2

Choose SLA type

Select either a Common SLA (one response target for all channels) or Channel-Specific SLAs (different targets per channel).
SLA common vs channel
3

Set time thresholds

Define two thresholds for each SLA:
  • SLA Due Soon — when the timer turns amber (a warning that time is running out)
  • SLA Overdue — when the timer turns red (response time exceeded)
Enter values in minutes or hours.
4

Configure channel-specific SLAs (if selected)

Toggle on each channel you want to track (e.g., SMS, Email, WhatsApp) and set individual Due Soon and Overdue thresholds for each.
SLA channel settings
5

Configure workflow message behavior

Choose how automated workflow messages affect the SLA timer:
  • Count as valid — workflow messages reset or pause the timer.
  • Exclude — only manual messages count toward SLA.
  • Limit to select workflows — only messages from specific workflows count.
6

Configure Conversation AI behavior

Choose whether AI-generated responses affect the SLA timer (count them or exclude them).
7

Save

Click Save in the bottom right corner. New conversations will immediately display SLA timers in your inbox.
SLA timer
Use the SLA quick filter in your inbox to surface conversations that are overdue or due soon, so your team can prioritize their responses effectively.

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Benefits of SLAs

  • Accountability — team members see exactly how much time is left to respond.
  • Visibility — managers can filter by SLA status to identify bottlenecks.
  • Customer satisfaction — consistent response times build trust and reduce churn.
  • Consistency — SLA targets create a shared standard across your entire team.
Last modified on March 4, 2026