SLA (Response Time)
Enable in Settings → Notifications. Set response time (30min to 24h).
When a conversation is escalated, an SLA timer starts. If no human replies in time, the SLA is breached.
| Status | Display |
|---|---|
| Within SLA | Yellow badge with countdown |
| Breached | Red badge with elapsed time |
Timer resets when an agent sends a reply (not a note).