SLAs now work with phone conversation

You can now apply SLAs to inbound phone calls — so your team knows exactly what they're aiming for, and whether they're hitting it.

• Set targets in workflows — Add an Apply SLA step to any phone workflow and choose a speed-of-answer target. The timer starts the moment the Apply SLA step runs in your workflow and stops when a teammate answers the call.
• Track status in the inbox — Each phone conversation shows its SLA status, so your team can see immediately which calls are on track and which need attention.
• Measure performance in reporting — Phone SLA data appears in your existing SLA reports alongside chat and ticket SLAs — track met rates, miss rates, and performance over time.