SLA and response time

Rules for tracking and enforcing response time commitments.

Warn about aging conversations

Rule type: Incoming message

Alert the team when a conversation hasn't been replied to within your SLA window.

Component	Value
Condition	Unreplied and open after 30 minutes
Action	Notify user(s) → Support Manager

Customize the time window per customer or team. Create multiple rules with different thresholds (30 min, 1 hour, 4 hours) for escalating alerts.

You can measure the time using business hours instead of calendar hours. This means the timer only counts during your configured working hours, excluding nights, weekends, and holidays. See Time-based conditions for details.

Weekend snooze

Rule type: Incoming message

Hide messages that arrive outside business hours until Monday morning.

Component	Value
Condition	Reception time is not within Mon-Fri 9am-6pm
Action	Snooze until Monday 9am

Auto-snooze follow-ups

Rule type: User actions → Label change

When someone adds a "Follow-up" label, automatically snooze the conversation.

Component	Value
Condition	Added label name is "Follow-up"
Action	Snooze for 3 days