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SLA breached notification

  • March 31, 2025
  • 2 replies
  • 172 views
R

Hey Team! 

I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

Best answer by Conor

Hey ​@Roman Prudnikov, welcome!

According to this thread, you can set up a workflow that’ll do that - but I don’t see how via the linked help page so don’t quote me on that! ​@mateusz.leszkiewicz, can you expand on where you saw that solution? 

However, you should be able to do this via Intercom’s API by searching for conversations with `sla_applied.​sla_status` set to `missed` (so, probably via Zapier and a custom action!). 

    2 replies

    Conor
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    • Conor
    • Innovator ✨
    • 65 replies
    • Answer
    • March 31, 2025

    Hey ​@Roman Prudnikov, welcome!

    According to this thread, you can set up a workflow that’ll do that - but I don’t see how via the linked help page so don’t quote me on that! ​@mateusz.leszkiewicz, can you expand on where you saw that solution? 

    However, you should be able to do this via Intercom’s API by searching for conversations with `sla_applied.​sla_status` set to `missed` (so, probably via Zapier and a custom action!). 

    Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | Join customer support leaders learning how to future-proof their teams on Intercom: https://www.customersuccess.cx/daily | Get answers to your Intercom questions: https://calendly.com/conorpendergrast/assess-intercom
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    • Ashwendra Kumar
    • New Participant
    • 2 replies
    • October 15, 2025

    Please provide this natively


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