COMING SOON

How It Works

Fast replies build trust — and now, Gold Star Pro makes it easier than ever to stay on top of every conversation with the new Conversation SLAs (Service Level Agreements).
This feature lets you define response time goals across all your communication channels, helping your team stay consistent, accountable, and quick to respond.

Inside the Conversations tab, you can now set SLAs by channel (Email, SMS, or Facebook Messenger) and customize them by team or workflow.
Timers automatically track when a conversation is approaching its SLA window, using color-coded alerts to show urgency — yellow for nearing, red for overdue.

[Insert screenshot showing SLA configuration screen here]

Admins can also apply common SLAs across all channels or define custom ones for each platform, depending on response expectations.

How to Use

1. Go to Conversations → SLA Settings.

2. Toggle Enable SLAs.

3. Choose between Common SLA or Channel-Specific SLAs.

4. Set your Due Soon and Overdue time windows.

5. Define how automation or AI Agent replies affect timers.

6. Click Save — new conversations will now display SLA timers in your inbox automatically.

Why This Matters

When every minute counts, you can’t afford to let conversations slip through the cracks.

This update ensures your team stays focused and responsive by showing exactly which messages need attention first.
Color-coded timers make priorities obvious at a glance, while SLA logs keep everything transparent for performance tracking.

Whether you manage a busy support desk or a high-volume sales inbox, SLAs help your team stay consistent, meet expectations, and deliver faster replies — every time.

Use Cases

• Support Teams: Track and improve average response times per channel.
• Sales Teams: Set follow-up windows to maintain consistent outreach.
• Agencies: Monitor SLA performance across multiple client accounts.
• AI Workflows: Define how automation interacts with SLA timers for full control.

This feature keeps your team sharp, your customers happy, and your conversations running right on time.