Currently, the Conversation SLA timer continues running even after a contact has opted out (replied STOP/Unsubscribe) or has DND enabled on their profile. This means the system keeps counting toward "SLA Breached" for conversations where the team is no longer allowed to send a message at all.

A contact opts out by replying stop and gets DND enabled

The SLA timer keeps running in the background

That conversation eventually shows up as "Overdue" or "Breached" in SLA Performance reports This creates inaccurate reporting and unfairly reflects poorly on team response times — even though the team legally/correctly cannot reply to that contact

Suggested fix:

The SLA timer should automatically stop or pause when either of the following happens:

Contact replies with an opt-out keyword (STOP, Unsubscribe, etc.)

DND is enabled on the contact (temporary or permanent)