Conversations: SLA Workflow Triggers & Permissions

Updated 3 min read

Conversation SLA workflows let you automate follow-up when a conversation becomes Due Soon, Overdue, or when an SLA is manually dismissed. You can use these events to notify users, reassign conversations, or trigger other workflow actions, while optional filters and repeated-trigger controls help keep automation targeted and prevent unnecessary alerts.

TABLE OF CONTENTS

Overview

You can now build workflows that automatically run when a conversation's SLA becomes Due Soon, Overdue, or is manually dismissed. Instead of relying on users or managers to monitor SLA timers, you can define exactly what should happen when these events occur.
For example, you can: Notify a user when a conversation becomes overdue or Reassign contacts for escalation. To help prevent excessive notifications, we've also added an Avoid Repeated Triggers option. When enabled, the workflow will only run once per conversation within a 24-hour period, even if multiple messages from same contact cause additional SLA events.
We've also introduced better controls around manual SLA removal. For conversations where no response is required - such as "Thank you", "Got it", or "Not interested" messages, users can manually dismiss the SLA without replying. Admins can choose whether this action is available to all users or restricted to admins only. 


How to Use

To understand how SLAs work in Conversations and how to set them up, refer to this guide: here

Building Conversations SLA Workflows

  1. Go to Automation → Workflows, Create a new workflow and select Conversation SLA as the trigger. Choose the SLA event: Due Soon / Overdue / SLA dismissed
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  1. You can also add optional filters such as: message channel, tags, owner, custom fields and define the actions you want the workflow to perform and publish it.
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Configure Manual SLA Removal Permissions

  1. Go to Conversations Settings. Under Who can manually dismiss SLA from conversations?Select: All users or Admins only. Save your changes.
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  1. Any user who has access to dismiss SLA can click on the SLA timer on center panel and dismiss the SLA
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  1. When SLA is dismissed, a log is posted on the conversation showing which user dismissed the SLA and the SLA status at the time of dismissal.
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Need Help?

If Conversation SLA workflows are not triggering or SLA dismissal is not available, first review the workflow trigger, filters, SLA status, and dismissal permissions.

Verify that:

  • Conversation SLAs are enabled and configured.

  • The workflow uses Conversation SLA as the trigger.

  • The correct SLA event is selected: Due Soon, Overdue, or SLA Dismissed.

  • The workflow is published and active.

  • Optional filters such as channel, tags, owner, or custom fields match the affected conversation.

  • Avoid Repeated Triggers is not preventing the workflow from running again within the configured 24-hour period.

  • The conversation actually reached the SLA status selected in the workflow.

  • The intended workflow actions are configured correctly.

  • Manual SLA dismissal permissions are set to All Users or Admins Only as intended.

  • The user attempting to dismiss the SLA has the required access.

  • The SLA was dismissed from the conversation’s SLA timer.

  • A dismissal log appears in the conversation showing who dismissed the SLA and its status at the time.

If the workflow does not trigger, test with a conversation that clearly meets the selected SLA event and temporarily review or remove optional filters to identify whether a condition is blocking execution.

If the issue continues, collect the workflow name, selected SLA event, active filters, conversation status, user permissions, expected result, and screenshots of the workflow and SLA settings before contacting support.

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