video1.0<iframe src="https://www.loom.com/embed/9defb5f2e2b1445a8dc2072da59db0ec" frameborder="0" width="1920" height="1440" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>14401920Loomhttps://www.loom.com14401920https://cdn.loom.com/sessions/thumbnails/9defb5f2e2b1445a8dc2072da59db0ec-f66eed0d807c422d.gif384.229This Loom explains how to set up and use the SLA feature to highlight overdue lead conversations. It notes that the feature is automatically enabled for migrated accounts or after upgrading to the new snapshot, and that it marks conversations with orange for due soon and red for overdue, such as overdue by 5 days, 3 days, or 2 months. To configure it, go to Conversations view settings and SLA settings, toggle it on, choose channels, and set due soon to five minutes and overdue to 50 and 55 minutes, plus decide whether automation workflows and AI replies count as responses. It also covers who can dismiss or remove SLA from conversations and how to filter and view SLA stats and adherence by team when contacts are assigned.