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What it is for

  • SLA measures how long the customer waits for the first reply. The counter starts when the contact writes and stops at the first valid reply.
  • Priority puts more important conversations first.
  • Queue is where conversations without an assignee stay, in Waiting.

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Who can use it

  • Change the priority: whoever replies to the conversation (the screen says “Only whoever replies to the conversation changes the priority”; take over the conversation first).
  • Change the SLA settings: administrators. Everyone else sees the overview.
  • Dismiss the SLA: everyone by default; the administrator can restrict it to administrators.
  • The SLA screen in Reports is for the Owner, Admins and Supervisors.
The SLA only appears if it is turned on. If the SLA breached tab does not exist, the SLA is off.

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Where to click

  • List: the SLA badge on each conversation (SLA on time, SLA due soon, SLA overdue) and the More › SLA breached tab.
  • Conversation: the Priority button and the SLA badge in the header.
  • Live: Chats › Reports › SLA. To configure: Configure SLA (in Settings › Service (SLA)).

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Step by step

1

See the deadline

On the SLA tab in Reports you see Waiting now, On time today, Avg first response and Late today. The Waiting for a reply now list comes most urgent first; Open takes you to the conversation.
2

Dismiss, if no reply is needed

Click the conversation’s SLA badge and confirm Dismiss. The cycle ends without counting as a reply (useful for spam or a matter solved elsewhere).
3

Set the priority

Click Priority in the conversation and choose Urgent, High, Normal or Low. Urgent goes to the top of Waiting; High comes right after.
4

Work the queue

In Waiting, click Claim on a conversation, or Claim next lead to get the oldest one.

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What the SLA settings control

In Settings › Service (SLA) there are: times for Due soon after and SLA overdue after (in minutes), Common SLA or SLA per connection, counting by Around the clock (24/7) or Only during business hours, Visible queue or Hidden queue, Return to queue when the SLA breaches, whether automations count as a reply and whether the SLA applies in groups. The times are set on the screen, with no fixed value. With the Hidden queue, the Operator sees only the total and the Claim next lead button. Owner and Admin still see the list.

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Do not disturb

It is a mark on the contact: Do not disturb · WhatsApp (or Call, Email). Broadcasts and automations do not send to them, but you can reply normally. The mark is set in the contact’s record, in the Do not disturb block.

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Common errors

  • Take over the conversation to change the priority.
  • Someone just changed the priority. The screen updates to the new value.
  • Could not load SLA. Use Try again.
  • SLA is off. Ask an administrator to turn it on.
  • Queue empty — no leads waiting right now.

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Next step