GoHighLevel recently introduced Conversation SLAs, which are great for monitoring response times in the Inbox. However, to make this feature truly powerful, we need Workflow Triggers based on these SLAs.

The Problem:

Currently, when an SLA is breached (Overdue), it only shows a visual indicator. There is no automated way to "rescue" the conversation if a human agent is unavailable.

The Solution:

Add a new Workflow Trigger: "SLA Status Changed".

This trigger should allow us to select filters such as:

SLA Policy: (Select specific policy)

Status: (Due Soon / Overdue)

Use Case / Actions:

If a conversation becomes "Overdue", the workflow could automatically:

Activate Conversation AI: Send a bot to keep the lead engaged until an agent is free.

Internal Notification: Alert a manager via Slack, SMS, or Email.

Re-assign User: Move the conversation to an "On-call" agent.

Benefit:

This would ensure a 100% response rate and prevent leads from dropping off when human agents are busy or outside of business hours.