- When met → the condition: the time being monitored and the threshold at which the rule fires.
- Then → the action(s): what Treble does when the condition is met.
Each rule runs once per conversation. If the same conversation exceeds the threshold again later, the rule won’t fire again for that conversation.
Step by step
Go to Settings and click on Automations
Go to Settings on your platform and select the Automations section.
Here you’ll see the list of existing automations, sorted from newest to oldest.
Enter a name and click Continue
Type a name that describes what the automation monitors (for example,
“First response > 10 min”) and click Continue.
Choose a template or start from scratch
Select a template with a ready-made use case or choose Start from scratch
to configure the condition and actions manually.
Edit the automation and click Save automation
The automation is built on a canvas with two blocks: When met (the condition) and
Then (the actions).
- Condition: defines which conversation time is monitored and the threshold that fires it. See Conditions.
- Actions: what happens when the threshold is exceeded. See Actions.
The automation will appear in the sidebar
The automation will be saved and you’ll be able to see it listed in the left sidebar.
Done! Your SLA automation is configured and active.
Conditions
The condition defines which time is monitored and the threshold that fires it. It reads as: “[time] exceeds [value] minutes/hours”.The minimum threshold is 5 minutes.
| Condition | What it measures | Fires when… |
|---|---|---|
| First response time | The time from the customer’s first message until an agent’s first reply. | No agent replied within the threshold. |
| Assignment time | The time from when the conversation comes in until it’s assigned to an agent. | The conversation wasn’t assigned within the threshold. |
| Resolution time | The time from when the conversation starts until it’s resolved (closed). | The conversation wasn’t resolved within the threshold. |
| Time between messages | The time elapsed since the last message without a reply. | The threshold passes without a new message. |
Maximum acceptable time
Besides the threshold, you can set a Maximum acceptable time. The rule only applies to conversations newer than that time, to avoid firing on old conversations that no longer make sense to act on.Actions
When the condition is met, Treble runs the actions you configured. You can add several actions to a single automation with Add action.Send automatic message
Sends an automatic WhatsApp message to the customer in the conversation. Type the text in the Message field.Send email alert
Sends an email alert to the address you enter in the Email field. Useful to notify a supervisor when an SLA is breached.Send webhook
Makes a POST request to the endpoint you set in Endpoint URL. You can leave it with No authentication or add a Token / API Key that will be sent in theAuthorization header.
Send Treble conversation
Starts a Treble conversation (a flow) with the customer, through the same number they already have the conversation on.Set agent active
Sets the agent assigned to the conversation to active, so they start receiving conversations again.Set agent inactive
Sets the assigned agent to inactive, to stop assigning new conversations to them.Important considerations
- Runs once per conversation. The same rule won’t fire twice for the same conversation.
- Enable/disable without deleting. Use each automation’s switch in the list to pause it temporarily.
- Several actions per rule. You can combine, for example, an automatic message to the customer and an email alert to the supervisor in the same automation.
Conclusion and next steps
With SLA Automations you can ensure consistent response times and react automatically when a conversation is delayed, without manual monitoring.Agent Platform
Discover all the features available for your agent team.
Automatic Inactivity Detection
Automatically mark agents inactive when they stop responding.