Remove SLA from a conversation via Workflow and API | Community
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Remove SLA from a conversation via Workflow and API

Related products:Workflows
  • December 12, 2024
  • 2 replies
  • 109 views
T

Enable removing an applied SLA from a conversation via Workflow and API. Currently, it's possible to do it only manually, even though it could adhere to certain rules.

For example, if an SLA is applied within the workflow but then is reassigned to someone who doesn't use an SLA, this is another manual action that must be done instead of having a Workflow attached when a conversation is reassigned.

2 replies

Jennifer K
Intercom Team
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  • Jennifer KIntercom Team
  • Intercom Team
  • January 13, 2025

Hi ​@Tomas Nosek 

Jennifer here from Intercom
 

Thanks for this feedback, I will let our Product Team know this is a feature you're eager for 🚀

Jennifer | Technical Support Specialist
Nathan Sudds
Top Expert ✨
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  • Nathan Sudds
  • Top Expert
  • March 24, 2025

​@Jennifer K  Adding a vote to this issue on behalf of some consulting clients as well, this was very surprising that it didn’t exist already when we were trying to accomplish it and even Fin thought it existed 😂

The use case is very similar to ​@Tomas Nosek where it’s assigned to a specific team with an SLA at the start then determined to be an issue handled by a team without an active SLA.   It seem the only option right now would be to create a different SLA for the other team that would be more suited to that team but it’s unnecessary to have that SLA, would be much easier to just remove the SLA. 

 

Nathan Sudds, Intercom Consultant & Host of the Fin Community Office Hours | activelabs.ca | Book a free call: cal.com/nathansudds/intercom. Case study: fin.ai/customers/jukebox
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