> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA, priority and queue

> Track the response deadline, set the priority, and understand the service queue and Do not disturb.

## 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**.

## 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.

## 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)).

## 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.

## 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.

## 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.

## 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.**

## Next step

* [How to find conversations](https://docs.stchat.app/en/subcontas/encontrar-conversas.md)
* [How to assign, transfer and resolve](https://docs.stchat.app/en/subcontas/atribuir-e-resolver.md)
* [Bulk actions](https://docs.stchat.app/en/subcontas/acoes-em-massa.md)


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