Keeping up with customer messages can be hard when your team is busy. This CRM update helps you take action before response deadlines are missed by letting you automate what happens when a conversation is due soon, overdue, or dismissed.

📌 Why This Matters

When customer conversations sit too long without a reply, it can lead to missed sales, unhappy customers, and more pressure on your team. With conversation SLA automation, you do not have to rely on someone constantly watching timers. Instead, your CRM can react for you, helping your business stay organized, protect response times, and make sure important messages get attention quickly.

✨ What’s New

• Automated SLA actions: Create workflows that run when a conversation is due soon, overdue, or manually dismissed, so the right next step happens automatically.
• Fewer repeat alerts: Use the repeated trigger control to limit a workflow to once per conversation within 24 hours, which helps reduce unnecessary notifications.
• More control over dismissing SLAs: Decide whether all users or admins only can dismiss an SLA when a reply is not needed.
• Clear activity records: Each SLA dismissal is logged so you can see who dismissed it and what the SLA status was at that time.

🛠️ How to Use It

1. Step 1: Go to your CRM automation workflows and create a workflow using Conversation SLA as the trigger.
2. Step 2: Choose the event you want to react to: Due Soon, Overdue, or SLA Dismissed.
3. Step 3: Add filters if needed, such as message channel, tags, owner, or custom fields, then choose the action the CRM should take.

🛠️ How to Use It

1. Step 1: Open conversation settings and choose who can manually dismiss SLAs: All users or Admins only.
2. Step 2: Save your settings so your team follows the permission rules you set.

1. Step 3: If a conversation does not need a reply, an allowed user can click the SLA timer in the conversation panel and dismiss it.
2. Step 4: Review the conversation log anytime to see who dismissed the SLA and when it happened.

💡 Pro Tip

Use overdue SLA alerts for high-value inquiries so your team can respond faster to sales-ready customers and avoid losing revenue to slow follow-up.