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
+1I like this one! +1
Would go great with new sorting options called “Sort by First Response SLA” or “Sort by Next Response SLA”.
+3Hi
Jennifer here from Intercom
There is not currently but that is a great idea so I’ll pass this to our Product Team on your behalf 🤞
Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there.
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