SLA Management in HighLevel Conversations
Updated: March 19, 2026 | Author: Bill Stilwell
HighLevel SLA (Service Level Agreement) Management in Conversations sets response time targets for inbound messages – defining how quickly team members should reply to new conversations. SLA tracking shows which conversations have exceeded the response time target, helping managers identify bottlenecks and ensure the team meets its service commitments. SLA breach alerts notify team leads when conversations go unresponded beyond the configured threshold. SLA management is configured in the Conversations settings.
Configuring SLA Thresholds
In the Conversations settings, configure the SLA response time – for example, ‘respond to all new conversations within 1 hour during business hours.’
Set different SLA thresholds for different conversation types or channels if needed – urgent support requests might have a 15-minute SLA while general inquiries have a 4-hour SLA.
Business hours configuration determines when the SLA clock runs – SLA time typically only counts during configured business hours.
SLA Tracking and Alerts
Conversations approaching their SLA deadline are flagged in the inbox – a visual indicator shows conversations at risk of breach.
When an SLA is breached, alerts can be sent to the team lead or assigned team member – prompting immediate action.
SLA reporting shows breach rates over time – identifying peak periods where response times suffer and informing staffing or process decisions.