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View SLA status in the queue

Oct 14, 2026
Knowledge

Procedure Steps

Article updated: June 08, 2026

View SLA status in the queue

Audience: Enterprise Inbox 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. In Inbox, 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.

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.