On SLA breached
On SLA Breached is a bot trigger that activates when a response or resolution SLA configured in DoubleTick is violated.
In customer support and sales operations, SLAs define the expected time within which a team should respond or resolve a conversation. If that time limit is crossed, this trigger fires immediately and can start an automated escalation journey.
This helps businesses take instant action instead of relying on manual supervisor intervention.
Where to Use This Trigger
Use this trigger when your business has defined response or resolution time commitments, such as:
Customer support teams with strict response targets
Sales teams handling high-intent leads
Success teams managing onboarding or renewals
Any workflow where delayed replies can impact customer experience
It is especially useful in high-volume environments where conversations may get missed or delayed.
How to Use It in Bot Studio
Open Bot Studio in DoubleTick
Create a new journey or edit an existing one
Select the trigger: On SLA Breached
Add the actions you want to run when an SLA is missed
Save and publish the journey
Once active, the bot flow will trigger automatically every time an SLA breach occurs.
Key Capabilities
Detects SLA violations instantly
Automates escalation without manual monitoring
Helps reassure customers when delays happen
Supports agent reassignment and priority routing
Improves accountability and operational consistency
Common Automations Using This Trigger
Businesses typically use this trigger to automate actions such as:
Sending an apology or status update message to the customer
Reassigning the chat to another available agent
Marking the conversation as high priority
Tagging or escalating the chat for leadership attention
These workflows help prevent customer frustration and ensure timely handling.
Example Use Case
A support team has an SLA of responding within 10 minutes.
If a customer message remains unanswered beyond the SLA limit, the On SLA Breached trigger activates and the bot automatically:
Sends an update message to the customer
Escalates the chat to a supervisor or backup agent
Marks the conversation as urgent
This ensures the customer is not left waiting and the team can recover the experience quickly.
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