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Time alerts

  • August 8, 2024
  • 1 reply
  • 40 views

Is there any way to add some kind of visual alert in the chats to show when the time has exceeded the defined SLA?

For example, if the response time is 1 minute and that time passes without a response from the customer, a red alert would appear in the chat to notify. Something like this example:

Green: time is okay

Orange: attention

Red: out of time

 

 

Best answer by Jacques Reynolds

Hey Bruno 👋 Jacques here from Support Engineering.

Intercom actually already provides visual alerts for SLA targets within the help desk. When a conversation matches an SLA rule, the nearest SLA target will be visible in your inbox. If the defined SLA response time passes without a response, the SLA status will change to red, indicating that the conversation is overdue. The SLA indicators are as follows:

  • Red: Overdue.
  • Orange: Less than 5 minutes left on the timer.
  • Grey: More than 5 minutes left on the timer.

 

I’ll link our guide on how to set SLAs for Conversations and Tickets which will provide more detail on this for you! :)

 

 

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Jacques Reynolds
Intercom Team
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Hey Bruno 👋 Jacques here from Support Engineering.

Intercom actually already provides visual alerts for SLA targets within the help desk. When a conversation matches an SLA rule, the nearest SLA target will be visible in your inbox. If the defined SLA response time passes without a response, the SLA status will change to red, indicating that the conversation is overdue. The SLA indicators are as follows:

  • Red: Overdue.
  • Orange: Less than 5 minutes left on the timer.
  • Grey: More than 5 minutes left on the timer.

 

I’ll link our guide on how to set SLAs for Conversations and Tickets which will provide more detail on this for you! :)

 

 


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