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Inbox & Conversations
SLA Breaches
View and act on conversations that have breached or are at risk of breaching their SLA.
SLA Breaches
The SLA Breaches page (/sla-breaches) shows every open conversation that has breached its SLA due time or is at risk of doing so.
What you see
Each row shows:
- Conversation title and contact name
- SLA policy name
- Due time (red if already breached, amber if within 30 minutes)
- Assigned agent (or Unassigned)
Actions
| Button | What it does |
|---|---|
| Escalate | Assigns to a senior agent and marks as escalated |
| Snooze +2h | Extends the SLA due time by 2 hours (use sparingly) |
| Open conversation | Jumps to the inbox conversation |
Preventing breaches
- Set realistic SLA targets in Settings → SLA Policies.
- Use routing rules to auto-assign conversations to available agents immediately.
- Enable SLA breach email alerts — agents are notified 30 minutes before a ticket breaches.
SLA Dashboard
For a broader view of SLA compliance rates and trends, go to SLA Dashboard instead. The Breaches page is for immediate action on live breaches; the Dashboard is for reporting.