Getting Started & General
GoHighLevel conversation SLAs (service level agreements) add a visible countdown timer to each inbox conversation so your team knows when a reply is overdue. Set them in Conversations > Settings, choose a common timer for all channels or different timers per channel, and GoHighLevel will color-code conversations as they approach or pass the deadline.
Updated June 2, 2026
5:27Summary. GoHighLevel's conversation SLA feature places a countdown timer on each active conversation, turning orange when a response deadline is approaching and red when it passes. SLAs can be configured channel by channel, so SMS might have a 3-minute target while email allows 30 minutes. Additional settings control whether automated workflow messages or AI agent replies count as a valid response, pausing the timer.
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Yes. Choose 'Channel Specific SLA' to set separate timers per channel.
Only if you configure that option. You can count automation replies, AI replies, both, or neither.
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