On SLA breached

Learn how to use the On SLA breached trigger to automate escalations when response or resolution SLAs are violated.

On SLA breached is a Bot Studio trigger. It activates when a configured response or resolution SLA is violated. An SLA defines how quickly your team must respond to or resolve a conversation. When that limit is crossed, the trigger starts an automated escalation journey.

Configure your SLAs before building this journey. See What is an SLA and How to Set Up a Default SLA on DoubleTick for setup guidance.

What's covered

• Where to use this trigger

• How to use it in Bot Studio

• Common automations using this trigger

• Key takeaways

• Frequently asked questions

• Related articles

Where to use this trigger

Use this trigger when your business has defined response or resolution time commitments:

• Customer support teams with strict response targets

• Sales teams handling high-intent leads

• Success teams managing onboarding or renewals

• Workflows where delayed replies impact the customer experience

It is especially useful in high-volume environments, where conversations can be missed or delayed.

How to use it in Bot Studio

1. Open Bot Studio in DoubleTick.

2. Create a journey or edit an existing one.

3. Select the On SLA breached trigger.

4. Add the actions that should run after an SLA breach.

5. Save and publish the journey.

The journey runs automatically whenever an SLA breach occurs. For channel-specific SLA escalation, see How to configure and use Multi - Channel-Level SLA with Escalations.

Common automations using this trigger

Use this trigger to automate actions such as:

• Send an apology or status update to the customer.

• Reassign the chat to an available agent.

• Mark the conversation as high priority.

• Tag or escalate the chat for leadership attention.

These workflows reduce customer frustration and support timely follow-up.

For example, a support team has a 10-minute response SLA. If a message remains unanswered beyond that limit, On SLA breached activates. The bot can send a customer update, escalate the chat to a supervisor, and mark it as urgent.

Key takeaways

• On SLA breached fires when a configured response or resolution SLA is violated.

• It automates escalation without manual monitoring.

• It supports reassignment, priority tagging, and customer updates.

• It is useful for high-volume support and sales environments.

Frequently asked questions

What causes On SLA breached to fire?

It fires when a configured response or resolution SLA is violated.

What actions can I automate when an SLA is breached?

You can send a customer update, reassign the chat, mark it high priority, or escalate it.

Which teams benefit most from this trigger?

Support, sales, and success teams benefit from automated SLA escalation.

Does this trigger replace manual supervisor monitoring?

It reduces manual monitoring by automatically flagging and escalating breaches. Teams can still review escalated chats.

Related articles

What is an SLA and How to Set Up a Default SLA on DoubleTickHow to configure and use Multi - Channel-Level SLA with EscalationsHow to Use the Close Conversation Feature