Hi, is it possible to set up an SLA rule for no new/ existing conversation?

  • 20 December 2022
  • 4 replies

We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you


Best answer by Oseas 22 December 2022, 18:39

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Hey @user1349​! Oséas here from the Customer Support Specialist team 🕵️


This would only be possible for conversations that don't have any SLA applied to them when they are passed to your other team since SLAs can only be applied once for the same conversation. You could set up a rule as below 👇Markup on 2022-12-22 at 17:24:19Just note that in this case, only the SLA for the "next response" would be calculated since the first reply was already sent by another team.

Hello, I have a similar question and I wanted to follow-up on the solution from Oséas Filho. Would  the SLA only be applied if the customer sends a response after the conversation has been assigned to the T1 Team?


For example, a conversation comes in and our CS team sends a response to the customer that we received their question and it is being escalated to T1 for further assistance. In this case, the customer may not say anything in response because they are waiting for T1 to get back to them. However, we would like an SLA in place so our T1 agents are meeting timelines. Is this possible?

Hi @laura d​! 🙋‍♂️


Yes, you're correct. In this case, the SLA would only be applied after the user sends a message. Unfortunately, there's no other way to achieve this for conversations that are not "new". However, when you apply SLAs in Intercom, you can set it for the First Reply Time (FRT) and also for subsequent replies. The SLA for FRT can only be applied once to a conversation, but even if you pass a conversation to another team, the SLA for subsequent replies will remain active. This is how both "Sub SLAs" looks like when you're creating one:Markup on 2023-01-20 at 11:00:33

Hi Team,

Just doing a piggy back off this conversation, if my understanding of the Next SLA is correct - if I set 1 Hour as SLA for Next SLA as long as there are several next responses, that SLA will keep changing to 1 Hour. Right?

Is it possible for one to create a Resolution SLA on intercom which calculates SLA from ticket creation to closure which only has one hit/miss similar to First Response time?