Visual countdown timers on every conversation, automatic escalation when deadlines approach, and breach reporting so you can see where your team is falling short and fix it before customers notice.
Your team promises 1-hour first response and 24-hour resolution, but you have no way to track it. SLA breaches happen silently. You only find out when a customer escalates — by then, the damage is done.
Visual countdown timers on every conversation, automatic escalation when deadlines approach, and breach reporting so you can see where your team is falling short and fix it before customers notice.
Define SLA rules by inbox, priority, or label (e.g., 'VIP customers get 30-min first response')
Timers start automatically when conversations are created
Agents see real-time countdown timers in the dashboard
Escalation alerts fire via Slack/email when thresholds are hit
Here's what it looks like in action:
Visual timers show exactly how long until first response and resolution deadlines. Green → yellow → red as time runs out.
Configure what happens when SLAs are at risk: reassign to a senior agent, notify a manager, or send a Slack alert.
SLA clocks only tick during your business hours. Weekends and holidays don't count against your team.
Dashboard showing SLA compliance rates by agent, inbox, and time period. Spot problems before they become patterns.
4 components (API, worker, dashboard, admin), Dockerfiles, docker-compose.yml, full source, email support
⚠️ Requirements: Chatwoot 2.x+ (self-hosted only), PostgreSQL, Redis
Self-hosted only — requires database access for SLA tracking.
Yes. Rules can be scoped by inbox, label, or priority. VIP labels can get tighter SLAs.
Slack and email out of the box. Source code included for adding custom channels.
No. One-time purchase. The timer infrastructure runs on your servers.
Questions? Email [email protected] · 14-day money-back guarantee