Does anyone know if I can add an SLA to a conversation if a rep hasn't responded to a customer (Not first reply) in X amount of days?

Question

The scene is this:A customer and rep are having a convo. The customer responds and a rep doesn't respond. I want to make sure I have an SLA around "going dark". Let me know!

Teodora · Accepted Answer

When creating the SLAs you can choose to apply them not only for the 1st reply but also for every next reply. This will help you to always have an SLA even if the conversation is ongoing.

Roy · Answer

Hi @andy s12​, Have you tried to set-up the following rule?Q - in X amount of days?A - Keep in mind that in Intercom, the Maximum time for SLA is 48 Hours.I hope this helps, Let me know if you have any questions. Always happy to help.&#127876; Wishing you happy holidays

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