ConversaLabs Help Center
en
Language
pt_BR Portuguese (Brazil) en English es Spanish

SLA policies and deadline tracking

Open in
View as Markdown Open in ChatGPT Open in Claude
Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

An SLA policy (Service Level Agreement) defines the deadlines your operation commits to on each conversation — for example, the maximum time for the first response, the next response and the resolution. With an SLA applied, the platform tracks those deadlines, flags conversations that are close to the limit, and records when a deadline is breached.

Prerequisites

  • Optional capability: SLA policies may depend on your plan and/or administrator permissions. If you can't find the SLA area, talk to an account administrator.
  • Administrator permission to create and apply policies.
  • A clear definition of the deadlines that make sense for your business.

Step by step

  1. In Administration & Settings, open the SLA area.
  2. Create a policy: set the desired deadlines (first response, next response, resolution) and, if applicable, the business hours used in the count.
  3. Save the policy.
  4. Apply the policy to conversations — directly or through automations/rules that assign the SLA based on criteria (inbox, label, priority, etc.).
  5. In the conversation view, follow the deadline indicators (close to the limit, or breached).

Settings & options

  • Deadline types: first response, next response and resolution time.
  • Business hours: the count can consider only working hours.
  • Automatic application: combine with automations to apply the right policy to each conversation.
  • Breach flagging: conversations that exceed the deadline are marked for prioritization.

Use cases

  • Ensure every new contact gets the first response within an agreed time.
  • Automatically prioritize conversations about to breach their deadline.
  • Measure SLA compliance in reports by inbox, team or period.

Tips, limits & best practices

  • Set realistic deadlines for the size and hours of your team.
  • Use business hours so nights and weekends aren't counted unfairly.
  • Combine SLA with priority and filters/views to keep the queue under control.

Troubleshooting

  • I can't see the SLA area: the capability may not be enabled for your plan/role — talk to an administrator.
  • The deadline isn't counted as I expected: check business hours and how the policy was applied.
  • Conversations don't get an SLA: verify the automation/criterion that should apply the policy.

See also