SLA (Service Level Agreement) in Slokoto tracks how quickly your team responds to inbound customer messages. When a customer sends a message and no reply has been sent, the SLA clock starts. If the clock runs past the threshold, Slokoto marks the lead as an SLA breach and surfaces it with Act Now urgency.
How the SLA clock works
- A customer sends a message (email, call, text, or chat).
- Slokoto marks the lead as inbound pending and records when the message arrived.
- If your team replies, the clock stops and the lead returns to normal flow.
- If no reply is sent within the configured threshold, the lead is flagged as an SLA breach.
- The breach adds an Overdue follow up tag to the lead's "Why now" reasons and pushes it to Act Now urgency.
Once you send a reply, the breach clears automatically.
Default SLA thresholds
| Setting | Default | What it controls |
|---|---|---|
| First response | 12 hours | How long before an unanswered inbound triggers a breach |
| Stuck check | 12 hours | How often Slokoto re-evaluates stuck leads |
| Manager escalation | 24 hours | Threshold used for escalation signals |
| Max reminders per day | 1 | Prevents the same lead from generating multiple breach alerts in one day |
| Cooldown (non-inbound) | 6 hours | Minimum gap between AI re-evaluations for leads without new inbound activity |
Business hours
By default, SLA timers run 24 hours a day, 7 days a week. If your team only works specific hours, admins can enable business hours mode.
When business hours are on:
- The SLA clock only counts time during your configured working hours
- A message received at 6 PM on a Friday does not breach SLA until 12 hours into the next working period
- Configuration includes: timezone, working days (e.g. Monday–Friday), and start/end time (e.g. 9 AM – 6 PM)
Which leads are included
SLA applies to all active leads with an unanswered inbound message. Leads in the following states are excluded:
- Won — deal is closed, no follow-up expected
- Lost — deal is closed, no follow-up expected
Archived leads are also excluded.
Where you see SLA in the product
- Todo view: Leads with an SLA breach appear at the top with Act Now urgency and an Overdue follow up chip
- Lead view: The "Why now" section shows "Overdue follow up" as the active reason
- Activity log: SLA breach and resolution events are recorded in the activity timeline
SLA and the AI Lead Score
An unresolved SLA breach also affects the lead's AI Lead Score. A customer message that has gone unanswered for:
- 4+ hours: the score takes a moderate penalty for slow response risk
- 24+ hours: the score takes a larger penalty for overdue reply to customer
Replying clears the breach and the score recovers on the next recalculation.
Configuring SLA settings
SLA thresholds are workspace settings. To change them:
- Contact your Slokoto account team or workspace admin.
- Threshold changes take effect immediately for all future inbound events.
Frequently Asked Questions
Q: The SLA clock started but the customer message was sent outside business hours. Will it breach?
Only if your workspace has business hours disabled (the default). If business hours are enabled, the clock only counts time during your configured working period.
Q: A lead shows Overdue follow up but I already replied. Why hasn't it cleared?
Slokoto tracks your outbound replies from connected channels. If the reply was sent through an external tool that is not connected to Slokoto, the breach may not clear automatically. Connect your channels in Settings to ensure reply detection works correctly. See [Integrations](integrations) for setup guides.
Q: Can I adjust the 12-hour threshold for my workspace?
Yes. Contact the Slokoto team to update your workspace SLA settings. Business hours configuration is also available on request.
Q: Does SLA apply to outbound-only leads?
No. SLA is triggered only when a customer sends an inbound message. If your team is reaching out to a lead that has not replied yet, there is no SLA breach — that situation is handled by the repeated unanswered outbound signal, which lowers the AI Lead Score and can appear as an urgency factor.