Track SLAs in GoHighLevel

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How to Track SLAs in GoHighLevel Conversations

If you are managing support teams across tools like ClickUp and help desks, configuring conversation SLAs in GoHighLevel can keep responses fast, consistent, and measurable. This guide walks you step by step through enabling, customizing, and monitoring service-level agreements inside the Conversations section so your team never misses critical deadlines.

All instructions below are based on the official GoHighLevel documentation for SLA tracking in Conversations and adapted for a clear, practical how-to format.

What Are Conversation SLAs in GoHighLevel?

In GoHighLevel, conversation SLAs define the maximum amount of time a team member should take to respond to an incoming message. They help you:

  • Set clear reply-time expectations for your team.
  • Track whether individual messages meet those expectations.
  • Filter and prioritize overdue or at-risk conversations.
  • Improve customer satisfaction by reducing wait times.

These SLAs are managed through the Conversations module and can be configured per department and per user.

Prerequisites for Using SLAs in GoHighLevel

Before you start, make sure your account and workspace are ready for SLA tracking in GoHighLevel:

  • Access to the Agency or Sub-Account where Conversations is enabled.
  • Permission to manage Conversations and Settings.
  • Departments and team members already created (optional but recommended).

Once these are in place, you can begin configuring SLAs for your Conversations inbox.

Step 1: Open the Conversations Module in GoHighLevel

To start working with SLAs, you first need to access the Conversations area in GoHighLevel.

  1. Log in to your GoHighLevel account.
  2. Select the appropriate sub-account from the sidebar if you manage multiple accounts.
  3. In the left sidebar, click Conversations.

The Conversations page is where all incoming messages from different channels are centralized and where SLA-based views become useful.

Step 2: Understand SLA Indicators in GoHighLevel Conversations

GoHighLevel adds visual indicators to each conversation so you can quickly see SLA status. While exact labels and icons may vary by update, you will typically see:

  • On-track SLAs: Conversations that are still within the allowed response time.
  • Approaching breach: Messages that are close to the SLA time limit.
  • Breached SLAs: Conversations where the response time exceeded the configured SLA.

These indicators help agents and managers prioritize which conversations need immediate attention.

Step 3: Configure Departments for SLA Tracking in GoHighLevel

Departments help you organize incoming messages and apply different SLA expectations to different teams. For example, sales might have one target response time, while support has another.

  1. In your GoHighLevel sub-account, open Settings.
  2. Locate and select Departments.
  3. Create or edit a department to associate agents with a specific function.

Once departments are defined, you can tailor SLA behavior per department by assigning appropriate team members and routing rules.

Step 4: Enable and Configure SLA Settings in GoHighLevel

After your departments are set up, configure SLA rules for Conversations in GoHighLevel.

  1. Navigate again to Settings in your sub-account.
  2. Look for the section related to Conversations or Inbox / SLAs (names may vary slightly as the platform evolves).
  3. Enable the option to Track SLAs or similar toggle.
  4. Set your preferred response-time goals, such as:
    • First response time (e.g., respond within 15 minutes).
    • Ongoing response time (for follow-up replies if available).
  5. Choose whether SLAs apply to all channels or only specific ones like SMS, email, or chat.

Be sure to align SLA settings with the expectations you communicate to your customers and your internal team.

Step 5: Use SLA Inbox Views in GoHighLevel

GoHighLevel lets you create and use inbox views that are filtered by SLA status. This gives agents a dedicated view of high-priority conversations.

  1. Go to Conversations in your GoHighLevel account.
  2. Look for preset or configurable Views in the left or top area of the Conversations screen.
  3. Select or create views such as:
    • All Open conversations.
    • My Conversations for each logged-in user.
    • Breached SLAs to focus only on overdue messages.
    • Due Soon to work on messages that are approaching their SLA deadline.

By using these views, teams can follow a consistent workflow where the most urgent SLA-bound messages are always at the top of their to-do list.

Step 6: Assign Conversations and Manage Workload in GoHighLevel

Proper assignment of conversations is essential to meeting SLAs in GoHighLevel.

  1. Within Conversations, open any message thread.
  2. Use the Assignee control to assign the conversation to a specific user or department.
  3. Apply tags or notes if you need additional context.

Assigning ownership ensures that each SLA-bound conversation has someone clearly responsible for responding before the time limit is reached.

Step 7: Monitor SLA Performance in GoHighLevel

Over time, you will want to measure how well your team is performing against the SLAs you configured.

  • Use SLA-focused views in Conversations to review how many messages are overdue.
  • Check reporting or analytics modules (when available) for metrics such as:
    • Average first response time.
    • Percentage of SLAs met versus breached.
    • Response performance by user or department.
  • Adjust SLA targets or staffing based on real-world performance and volume.

Ongoing monitoring allows you to continually refine your SLA strategy in GoHighLevel to better match your team capacity and customer expectations.

Best Practices for SLA Management in GoHighLevel

To get the best results from conversation SLAs in GoHighLevel, consider these best practices:

  • Start with realistic targets: Avoid setting aggressive response times that your team cannot maintain.
  • Use departments wisely: Group agents by skill or function so SLAs reflect the type of work they handle.
  • Train your team: Make sure everyone understands how SLA indicators and views work in the Conversations module.
  • Leverage filters and tags: Combine SLA views with status filters, tags, or channels for efficient triage.
  • Iterate over time: Review SLA data monthly or quarterly and adjust your rules accordingly.

Where to Learn More About GoHighLevel SLAs

If you want to dive deeper into the official configuration details and latest updates for SLA tracking in GoHighLevel, refer directly to the vendor documentation. The original help center article is available here: Conversations: How to Setup & Track SLAs.

For broader strategy on implementing CRM and automation solutions, you can also visit Consultevo for consulting and optimization resources.

Summary: Using GoHighLevel to Keep SLAs on Track

By configuring conversation SLAs in GoHighLevel, your team can systematically control response times, reduce missed messages, and improve customer satisfaction. Setting up departments, enabling SLA tracking, using SLA-focused inbox views, and regularly monitoring performance gives you a complete workflow for service level management inside your CRM and communications hub.

Follow the steps in this guide to configure your own SLA rules, onboard your team to the new views and indicators, and continuously improve how quickly your business responds to every conversation.

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