SLA targets, business hours, and the Overdue queue
Updated May 29, 2026
Set response and resolution targets per inbox so your team always knows what's at risk.
Targets
Each inbox can define a first-response target and a resolution target (in hours). VIP conversations can carry tighter targets than standard ones.
Business hours
By default SLA time is measured on the wall clock. Switch an inbox to business-hours mode to pause the clock outside your working hours, weekends, and holidays — so an email arriving Friday night isn't "overdue" by Monday.
The Overdue queue
The Overdue tab lists open conversations that have passed their resolution target, so the team can triage what's slipping first. First-response (TTFR) and resolution (TTR) timing also feed the per-rep scorecards.
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