Current availability
The app does not currently provide a configurable SLA policy builder, per-priority SLA countdowns or automatic breach actions. Do not rely on a countdown or escalation policy described in an older guide.
Set clear expectations
Configure your business-hours schedule and tell customers when the team is available. Assign incoming requests to a responsible agent or department and record promised callback times in the conversation.
Review response times
Use https://app.message.com/reports/tickets/response-times and the relevant chat or agent reports to review service. These reports measure activity; they do not enforce a contractual deadline.
Keep going
Put the next step into practice, or ask us about your setup.