How to Set Conversation SLAs in the Hubspot Inbox

Using the conversations inbox in Hubspot, you can set clear service level agreements (SLAs) for your team so every customer message is handled on time. This guide explains how to configure response and time-to-close targets in shared inboxes, what each SLA option means, and how to monitor performance.

What Hubspot Inbox SLAs Can Do

Conversation-based SLAs in Hubspot help you measure and improve how quickly your team replies and resolves incoming messages.

You can use SLAs to:

Define a maximum time to first response.
Set a target time to close or resolve a conversation.
Apply separate SLA rules for different shared inboxes.
Pause the SLA timer when waiting on a customer reply.
Track SLA status directly in the inbox and reports.

SLAs are based on conversations, not on individual users, so everyone using the same inbox sees the same rules and timers.

Hubspot Conversation SLA Requirements and Limits

Before configuring SLAs, it is important to understand the current requirements and limits for Hubspot shared inboxes.

SLAs are conversation-based and apply per inbox.
Each shared inbox can have its own SLA rules.
Only email and form-based conversations routed into the inbox are typically tracked.
SLA timers apply based on your configured business hours, if enabled.
Changes to SLAs apply to new conversations going forward, not retroactively.

How to Turn On Conversation SLAs in Hubspot

To enable SLAs, you need access to the shared inbox settings in Hubspot. Then you can turn on tracking and specify your targets.

Step 1: Open Your Hubspot Inbox Settings

Log in to your Hubspot account.
Navigate to Conversations > Inbox.
At the top of the inbox, click the dropdown to select the shared inbox you want to configure.
Click the Inbox settings or Settings icon.

This opens the configuration area where you manage routing, channels, and SLA options for the selected inbox.

Step 2: Access the SLA Configuration Area

In the left sidebar of the inbox settings, look for an option such as SLAs or Service levels.
Select that section to open the SLA configuration panel.

From here, you can turn SLAs on or off for this specific Hubspot inbox and define the response rules your team must follow.

Configuring SLA Rules in a Hubspot Inbox

Once you are in the SLA settings, you can configure different targets and behaviors for conversations in the selected Hubspot inbox.

Set Time to First Response in Hubspot

Use the time to first response SLA to ensure customers receive an initial reply quickly.

Toggle on the Time to first response setting.
Enter a time limit (for example, 2 hours or 1 business day).
Choose whether the timer runs on calendar time or follows your defined business hours.
Save your changes.

When enabled, Hubspot will track how long it takes from when a conversation is created until a team member sends the first reply.

Configure Time to Close in Hubspot

Use the time to close SLA to track how quickly issues are fully resolved.

Enable the Time to close option.
Specify a maximum duration until the conversation should be closed (for example, 24 hours or 3 business days).
Choose whether the SLA uses business hours or all hours.
Save the configuration.

Hubspot then measures the time from conversation creation to when the thread is closed, helping you control total resolution time.

Pause SLA Timers When Waiting on the Customer

To avoid unfair breaches when a customer does not reply, you can pause timers in Hubspot.

In the SLA settings, look for a Pause SLA when waiting on contact option.
Enable the toggle to stop the SLA clock when the latest reply is from your team and you are waiting on the customer.
Confirm and save.

This keeps your SLA metrics accurate by only counting time when your team can act.

Working with SLAs Inside the Hubspot Inbox

After configuration, team members will see SLA indicators directly in the conversations inbox in Hubspot.

View SLA Status and Breaches

In the conversation list, Hubspot typically shows:

Badges or labels when a conversation is at risk of breaching.
Icons or color changes when an SLA has already been breached.
Sort and filter options to prioritize urgent conversations.

Inside each conversation, agents may also see timestamps or countdowns showing how much time is left to meet the target.

Filter and Prioritize by SLA in Hubspot

To keep service levels high, teach your team to manage their queue using SLA filters.

Filter conversations by At risk or Breached status.
Sort by Time to first response remaining.
Assign urgent conversations to specific users or teams.

These tools help your Hubspot users respond to the most time-sensitive cases first.

Reporting on Inbox SLAs in Hubspot

Once SLAs are live, reporting features in Hubspot can show how your team is performing against targets.

Measure average time to first response per inbox.
Track average time to close conversations.
Monitor percentage of conversations breaching SLAs.
Compare SLA performance across teams or inboxes.

Use these insights to adjust staffing, change routing rules, or refine your SLA values.

Best Practices for Hubspot SLA Setup

To get reliable results from conversation-based SLAs, align your Hubspot configuration with your real-world processes.

Start with realistic response targets based on current performance.
Define clear ownership rules so each conversation has a responsible agent.
Enable business hours to reflect the times your team is actually available.
Train agents to close conversations promptly when an issue is resolved.
Review SLA reports regularly and adjust targets as your team improves.

Learn More About Hubspot Inbox SLAs

For detailed, official instructions on configuring conversation-based SLAs, review the Hubspot knowledge base article: Set SLAs in the inbox.

If you need strategic help designing SLA policies, optimizing your Hubspot setup, or integrating your inbox with broader CRM processes, consider working with a consulting partner such as Consultevo.

By carefully configuring and monitoring conversation SLAs in your Hubspot shared inboxes, you can deliver faster, more consistent support while keeping your teams focused on the most urgent customer messages.

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