Notifications, SLA and escalations

Sela alerts the right people when a customer writes, when the AI hands a conversation to a human, and when a response target is at risk. This page covers notification routing and preferences, SLA policies, escalations and the escalation queue, business hours, away messages and reminders.

How notifications work#

Every alert is recorded in the notification bell at the top of the dashboard and can also be sent by mobile push, email, and, for escalations, Telegram.

Kinds of notification include: incoming message, directed at you (assignments and mentions), deadline near, something broke (for example a failed send or automation), and awaiting approval. Administrators can also send announcements.

Who is notified depends on where the conversation sits:

If no one can receive a team alert, a supervisor fallback covers the queue.

Set up routing (admins)#

Open Settings, then Conversations, then Conversation and notification routing. You need permission to manage settings.

• Automatically assign new conversations: pick one operator who owns every new conversation and receives its alert even while offline. If that person is suspended, on hold, removed or no longer able to reply, new conversations fall back to the general inbox. Existing conversations are not reassigned, and imports and manually assigned conversations keep their handling.
• Escalation recipients: choose Responsible operator and team leads (the default) or Everyone with escalation alerts enabled.

Personal notification preferences#

Each teammate controls their own alerts in the notification bell sheet and under Settings, then user settings. The same preferences apply on web and mobile.

Bursts of customer messages are grouped into one push. Opening a conversation marks its matching notifications as read for you only, and dismissing a notification in the phone tray syncs to the server. Approval requests stop repeating once seen, but the approval itself stays pending until someone decides it.

SLA policies#

An SLA policy sets how fast you promise to respond and resolve. Open Work, then Delivery, then SLA. Custom SLA policies need the Operations plan or higher; otherwise the page reports that it requires Operations or Scale automation access.

Which policy applies. For each conversation Sela picks the policy with the same priority on that channel; if none matches, the nearest stricter one; if there is still none, the strictest. Changing a conversation's priority rebases the remaining time rather than restarting it.

The clock. It pauses while the conversation is waiting on the customer, snoozed or blocked, and stops when the conversation closes, recording the target as met or breached.

The overview shows totals for met, breached, active and paused conversations, the compliance rate, and first-response versus resolution breaches, over 30 days by default.

The Response time alerts built-in on the Automation page connects breaches to alerts. You can also build your own reaction with the SLA breach template. See Automations and proactive messages.

Escalations#

When the AI hands a conversation to a human, or a rule escalates it, the conversation is marked escalated. From that moment the AI stops replying to it. Escalations show up under Needs review, Unassigned and team views in the inbox, and create notifications for the recipients you configured.

Alert channels. Each member has escalation preferences: escalations on or off, a linked Telegram account, email and in-app. Telegram is the primary alert channel, with email as the fallback if Telegram is not linked. Link Telegram under Settings, then Integrations.

On the web, escalations appear as a toast and a sound. Toasts stay for 20 seconds for critical alerts, 12 for high, 7 for normal and 5 for low. Only one open tab per browser plays the alert, so multiple tabs do not repeat it, and quiet hours are respected.

The escalation queue#

The Escalation queue is a mobile screen. It is opened from the Overview tab in the app and shows:

• Counts for Waiting, Mine, Online and Avg wait.
• The waiting conversations, each with Claim, Release and View actions.
• "Queue is clear" when nothing is waiting.

There is no separate queue page on the web. On the web, work escalations from the inbox Needs review and Unassigned views and from the bell.

Business hours and away messages#

Open Settings, then Business hours.

• Timezone and open hours per day of the week. These also define business-hours timing for SLA and the Home dashboard.
• Away message in English and Arabic, sent outside open hours.
• Cooldown: every message, hourly, every 4 hours, every 12 hours or daily, so a customer is not answered again and again.
• Channels: Web widget, WhatsApp, Messenger, Instagram, Telegram, SMS and Email. Empty means all channels.
• Suppress AI reply: when on, the AI stays silent outside open hours.

Workspace quiet hours and a default language are set under Settings, Workspace setup.

Reminders#

Reminders are personal. Create them from a task ("Remind in one hour" is a quick action) or from the My Work tab under Work. You can reschedule, complete or cancel them. Task deadlines notify the task owner once per due date, and items you save for later appear under Activity, Later with their own reminders. Reminders and tasks have their own notification category. See Tasks, work items and approvals.

Troubleshooting#