Did You Know You Can Set and Enforce SLAs in HighLevel?
Prevent lead loss with HighLevel SLA settings
Are your leads dying in your inbox? Prompt response times are the backbone of higher conversion rates. If you have ever worried about messages falling through the cracks, you should know that you can set and enforce SLA settings directly inside of HighLevel. Whether you are managing an agency, a support team or a growing business, these service level agreements ensure your team stays accountable and your prospects stay engaged.
Tracking response times with HighLevel SLA settings
The HighLevel SLA settings allow you to define exactly how quickly your team must respond to new leads. Instead of relying on manual follow-ups and hoping for the best, the system automatically tracks response times and visually alerts you when a message is missed.
1️⃣ Navigate to Conversations on the left-hand sidebar of your sub-account.
2️⃣ Click on Settings at the top of the page.
3️⃣ Toggle the Set SLA button to the on position to begin customization.
Customizing common vs channel specific SLA
Every communication channel is different. While a lead might expect an email response within an hour, they likely expect a text message response within minutes. HighLevel gives you the flexibility to choose how you manage these expectations:
Common SLA: This applies a blanket response target to all available channels like SMS, email, and the chat widget.
Channel Specific SLA: This allows you to customize the window for each individual channel. You can set a strict 3 minute target for SMS while allowing a 30 minute window for emails.
Monitoring your SLA target and overdue alerts
Once your SLA target is set, HighLevel provides real-time visual cues in your inbox. When a new message arrives, a countdown timer appears next to the contact name. If the timer hits zero before a team member replies, the contact is marked with a red dot to inform the team that the lead is overdue.
You can even fine-tune the automation by choosing if messages from specific workflows or Conversation AI agents count as a valid response. By guaranteeing faster response times, you improve customer satisfaction and increase your close rates.
Login or start a free trial today to try it for yourself!
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