View SLA status in the queue

A service-level agreement, or SLA, is an agreed-upon measure of your teams' response times. In Inbox 2.0, the 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.