SLA & viewing presence
Two inbox features help a team respond quickly without stepping on each other: the SLA timer and viewing presence.
SLA timer
The SLA target is your promised first-response time for escalated conversations. Set it at Dashboard → Settings → Escalation → SLA → Response time target (minutes). Set it to
0When a conversation has waited in the queue longer than the target, the background SLA job fires a breach event and the Inbox reacts:
- A sticky warning toast appears ("SLA breach — escalation … waiting too long. Pick it up?"), shown once per conversation per session so it doesn't spam you.
- The conversation's card gets a bold red left edge so it stands out in the list even after the toast is gone.
🖼️ [Image] — A conversation card with the red SLA-breach edge next to a normal card.
This is a prompt, not a hard block — the conversation stays claimable; the timer just makes sure a slow handoff gets noticed. Aggregate SLA performance is available in the Analytics deep-dive.
Viewing presence
When you open a conversation, the inbox broadcasts that you're looking at it. Other agents then see a live hint so two people don't reply to the same customer at once:
- On the list card: a pulsing dot with "X is viewing" (or "N agents viewing").
- In the conversation header: "X is also viewing".
- The Claim button softens to a ghost style and its tooltip names who else is looking, nudging you to pick a different conversation.
🎬 [Video] — Two agents open the same conversation; each sees the other's viewing badge.
Presence is released automatically when you close the conversation or switch your browser tab to the background, and any stale entry expires on its own if a teammate's tab drops without notice.