Set Up SLA Timers for Conversations

If response time matters to your business, you can set a target for how quickly your team should reply to a customer message, and have Vendi Today track it automatically on every conversation.

Setting it up

1. Go to Conversations > Settings and turn on SLA Settings.
2. Choose how the SLA should apply:
   • Common SLA — one target response time across every channel.
   • Channel-Specific SLA — different targets for different channels, such as a faster target for live chat than for email.
3. Define your timing thresholds: when a conversation should be flagged Due Soon, and when it counts as Overdue.
4. Decide whether automated replies (workflow messages or AI responses) should pause or stop the SLA timer, or whether only a real reply from a team member counts.
5. Save your settings.

What this applies to

SLA tracking applies to new incoming customer messages going forward — it doesn't apply retroactively to older conversations, and it only tracks customer-facing messages, not internal team chat.

How it shows up

Each conversation displays a timer that changes color as time passes: grey while you're within your target, orange once it's due soon, and red once it's overdue. You can filter and sort your inbox by SLA status to quickly find conversations that need attention first.

One limitation to know

SLA timing currently runs on calendar hours rather than your team's actual business hours, so a message that comes in overnight starts counting down immediately rather than waiting until your team is back online.