Conversations: SLA workflow trigger and permissions

Overview

Teams previously had to keep an eye on conversations to catch SLAs that were close to breaching or had already missed their targets. With this update, SLAs in EveryCatch become much easier to act on. You can now trigger workflows when conversation SLAs are due soon, overdue, or manually dismissed, so your team can stay ahead of response-time commitments instead of reacting late. EveryCatch also now provides finer control over who can manually remove an SLA and records each dismissal, so you always have a clear audit trail.

What changed

EveryCatch now lets you build workflows that automatically run when a conversation’s SLA is due soon, becomes overdue, or is manually dismissed. Rather than relying on users or managers to watch SLA timers, you can define exactly what should happen when each of these events occurs. For example, you can send a notification to an assigned user when a conversation becomes overdue or automatically reassign contacts for escalation. To reduce notification noise, there is an Avoid repeated triggers option. When you turn this on, the workflow runs only once per conversation within a 24-hour period, even if multiple messages from the same contact would otherwise trigger additional SLA events.

You also get improved controls for manual SLA removal. For conversations that do not require a reply, such as short acknowledgements like “Thank you”, “Got it”, or “Not interested”, users can manually dismiss the SLA without sending a response. As an admin, you can decide whether this option is available to all users or restricted to admins only.

How to use

Building conversations SLA workflows

1. Go to Automation → Workflows, create a new workflow, and select Conversation SLA as the trigger. Choose the SLA event you want to act on: Due soon, Overdue, or SLA dismissed.

1. Optionally, add filters such as message channel, tags, owner, or custom fields. Then define the actions you want the workflow to perform and publish the workflow.

Configure manual SLA removal permissions

1. Go to Conversations settings. Under Who can manually dismiss SLA from conversations? select either All users or Admins only, then save your changes.

1. Any user who has permission to dismiss SLAs can click the SLA timer in the center panel of the conversation and choose to dismiss the SLA.

1. When an SLA is dismissed, EveryCatch automatically posts a log entry on the conversation that shows which user dismissed the SLA and what the SLA status was at the moment of dismissal.