Conversation SLAs - Set Ideal Response Times (Available with the New Conversations UI)

In fast-moving inboxes, every minute counts. Conversation SLAs help you define how quickly your team should respond to customer conversations and bring visibility to those expectations - right inside the Conversations module.

Once enabled, each conversation displays a live timer that indicates whether it’s on track, due soon, or overdue, helping your team focus on the most time-sensitive conversations first.

To start using SLAs, you’ll need to enable the CRM Redesign: Conversations + Contact Detail Page from Labs. Once the new UI is active, the SLA Settings tab will appear in your Conversations.