A missed Reply SLA deadline starts a new countdown on the customer's next message
After a reply deadline is missed, the customer's next message starts a fresh countdown, with its own alert and automation run if that one is missed too.
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Mampu AI Reply SLA now keeps escalating a conversation that stays unanswered. Once a reply deadline is missed, the customer's next message starts a fresh countdown, so the conversation no longer goes quiet until someone finally replies.
How do I keep escalating an unanswered chat after a missed Reply SLA in Mampu AI?
- Open Settings → Reply SLA and click Add SLA, or open an existing SLA with Edit.
- Set Next Response Time, how long each customer message may wait for a reply.
- To act on every missed deadline, edit the SLA and click Create automation under Run automations when this SLA is breached.
What happens in each new Reply SLA round after a missed deadline?
- Nothing to switch on: every Reply SLA works this way.
- The new countdown runs the full Next Response Time again from the customer's follow-up message. If that one is missed too, it records its own breach, notifies the assigned agent, the conversation's participants and the account administrators again, and runs the linked automation again.
- A message containing one of the SLA's Excluded keywords neither closes a round nor starts a new one.
- The waiting time of a missed round still counts in reply-time reports, against the assigned agent.
