Getting Started & General
How to Set Up Conversation SLAs in GoHighLevel
By Marnix Geerkens. Published 2026-01-28. Updated 2026-06-02.
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.
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Summary. 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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Get the full platform free for 30 days
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Frequently asked questions
Where do I set up conversation SLAs in GoHighLevel?
Conversations > Settings (top right), then toggle on SLAs.
Can I set different response times for SMS versus email?
Yes. Choose 'Channel Specific SLA' to set separate timers per channel.
Do automated workflow replies count as meeting an SLA?
Only if you configure that option. You can count automation replies, AI replies, both, or neither.