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  Article updated: March 27, 2024

View SLA status in the queue

Audience: EnterpriseInbox 2.0 agents with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.

A service-level agreement, or SLA, is an agreed-upon measure of your teams' response times. The Inbox 2.0 queue highlights conversations that fail to meet service-level targets, so you know right away when there’s a problem. You'll see the following colored icons next to each conversation with an SLA, along with the time left before the SLA is breached:

  • A new conversation within the SLA time displays a gray icon and the amount of time remaining.
  • A conversation that’s been in your New queue for some time displays an orange icon.
  • A conversation with a breached SLA displays a red icon and the amount of time it’s overdue.

Two conversations, one with the orange dot highlighted, indicating that the conversation should be addressed. The other with a warning highlighted showing that the SLA is 6 days overdue.


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