SLA for first lead response
Alerts and escalates automatically when a new lead goes unattended beyond the deadline.
In Settings → Organization, set the "First lead response SLA (hours)". On every scheduler run, any lead with NO activity logged beyond that deadline (counted from creation) generates an alert to the owner.
If the deadline is exceeded, besides notifying the owner, the system ESCALATES to their team leader (or to administrators, if there is no leader), so someone can follow up or reassign the lead.
- Any activity (call, email, task, note) on the lead ends the SLA: the lead becomes "attended".
- Each lead alerts and escalates at most once (no repeating on every run).
- Set 0 hours to turn the SLA off.
💡 A short deadline (e.g., 4h for hot campaign leads, 24h for inbound) greatly increases the conversion rate, because leads that get a fast response convert at a much higher rate.