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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

 

 

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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