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Getting Started & General

Set and Enforce Lead Response SLAs in GoHighLevel

GoHighLevel's SLA settings let you define a maximum response time for any incoming conversation, across SMS, email, or chat. When a message arrives, a countdown timer appears next to the contact's name. If your team misses the window, the contact is flagged red so nothing slips through. You can also control whether automated workflow messages or AI agent replies count as valid responses.

Actualizado el 2 de junio de 2026

1:53

Resumen. SLA configuration in GoHighLevel lives under Conversations, Settings and allows you to set a single response target for all channels or different targets per channel. The countdown appears live in the conversation list next to each contact, and overdue conversations are marked with a red indicator. You can also fine-tune which automated messages (from selected workflows or Conversation AI agents) count as a valid human response so the timer reflects real team activity.

Pasos

  1. Enable SLA in Conversations Settings

    Go to Conversations in the left menu, click Settings at the top, and toggle on Set SLA.

  2. Choose common or channel-specific targets

    Select Common SLA to apply one time target to all channels, or toggle Channel Specific SLA to set different response windows for SMS, email, and chat widget individually.

  3. Configure automation and overdue behavior

    Choose whether messages from selected workflows or Conversation AI agents count as valid responses. Set the overdue indicator so missed conversations are highlighted in red for the team.

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Preguntas frecuentes

What happens when an SLA response window is missed in GoHighLevel?

The contact is marked with a red dot in the conversation list to alert the team.

Can I set different SLA targets for SMS and email?

Yes, enable Channel Specific SLA and set individual targets for each channel.

Do automated workflow messages count toward meeting the SLA?

Only if you configure them to count in the SLA automation settings.

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