Overview

Teams previously had to manually watch for conversations that were close to breaching or had already missed their SLA targets. With this release, SLAs become actionable. You can automate workflows when conversation SLAs are due soon, overdue, or manually dismissed. This helps teams manage response times proactively. It also adds more control over manual SLA removal so admins can decide who can dismiss SLAs and keep actions auditable.

What’s new

You can build workflows that run automatically when a conversation’s SLA is:

• Due soon
• Overdue
• Manually dismissed

Instead of relying on users or managers to monitor SLA timers, you can define what should happen when these events occur. For example, you can notify a user when a conversation becomes overdue or reassign a contact for escalation.

To reduce excess notifications, there is an Avoid Repeated Triggers option. When enabled, the workflow will only run once per conversation within a 24-hour period, even if multiple messages from the same contact trigger additional SLA events.

Manual SLA removal permissions

For conversations where no response is required (for example: “Thank you”, “Got it”, or “Not interested”), users can dismiss the SLA without replying. Admins can choose whether this action is available to all users or restricted to admins only.

How to use

Build a Conversations SLA workflow

1. Go to Automation → Workflows.
2. Create a new workflow and select Conversation SLA as the trigger.
3. Choose the SLA event: Due Soon, Overdue, or SLA dismissed.
4. Optional: Add filters (message channel, tags, owner, custom fields), add the actions you want, and publish the workflow.

Configure manual SLA removal permissions

1. Go to Conversations Settings.
2. Under Who can manually dismiss SLA from conversations? select All users or Admins only, then save.
3. Eligible users can click the SLA timer in the conversation panel to dismiss the SLA.
4. When the SLA is dismissed, a log entry is posted in the conversation showing who dismissed it and the SLA status at the time.