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Status Backlog
Categories SLA
Created by Guest
Created on Jan 21, 2022

SLA rule on "last unreplied message"

SLA rules work on "oldest unreplied message".

This makes sense because that's how long the end customer has been waiting. But some use cases require it to work on "last unreplied message".

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  • Guest
    Jul 21, 2025

    Yes please! Currently on this is supported: "Oldest message is unreplied after*: Set the amount of time that the message (inbound or outbound) is unreplied, options being hours or minutes."

    But what makes more sense, tbh, is that the latest message remains unreplied to.

    What we want to detect is that a customer has been left hanging since their last message