> ## Documentation Index
> Fetch the complete documentation index at: https://help.treble.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# SLA Automations
> Create rules that monitor your conversation response times and run automatic actions when a threshold is exceeded: send a message, notify by email or webhook, change an agent's status or start a Treble conversation.
**SLA Automations** let you define service-level (SLA) rules over your conversations. Each rule monitors a response time —for example, how long an agent takes to give the first response— and, when that time is **exceeded**, runs one or more **actions** automatically. This lets you react in time when a conversation is delayed, without having to monitor it manually.
Each automation has two parts:
* **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** on your platform and select the **Automations** section.
Here you'll see the list of existing automations, sorted from newest to oldest.
Click the **Create automation** button to start.
Type a **name** that describes what the automation monitors (for example,
"First response > 10 min") and click **Continue**.
Select a **template** with a ready-made use case or choose **Start from scratch**
to configure the condition and actions manually.
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](#conditions).
* **Actions**: what happens when the threshold is exceeded. See [Actions](#actions).
When done, click **Save automation**.
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.
You can **enable or disable** any automation using the switch next to its name
in the sidebar, without having to delete it.
***
## 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 the `Authorization` header.
### Send Treble conversation
Starts a **Treble conversation** (a flow) with the customer, through the **same number** they already have the conversation on.
The selector only shows conversations that are **push notifications** and that **have no variables to fill**. Conversations with variables can't be used here because those variables would arrive empty. If none qualify, the selector won't appear.
### 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.
Discover all the features available for your agent team.
Automatically mark agents inactive when they stop responding.