workflow · how to

Configure SLA and notification preferences

Follow the configure sla and notification preferences workflow in Slack.

Goal

Set SLA response targets, control which inbox alerts your team receives, and use triage helpers so Engage work stays within the response times you define.

When to use this

Use this workflow when reply times slip, alert volume is too high or too low, or you need stricter targets for DMs versus public comments. SLA settings are brand-scoped: each brand can have its own numeric targets.

Adjust notification preferences when specific alert types distract the channel or when a role needs fewer digests. Notification controls are available on the Team plan or higher.

Open triage macros when your team needs quick actions from the inbox or settings surfaces. Expiration reminder actions apply when scheduled content is nearing its archive window and you need to extend, restore, or edit copy before expiry.

Before you begin

Confirm these requirements:

  • Plan: SLA configuration and notification preference controls require the Team plan or higher. See Plan comparison for feature availability by plan.
  • Role: SLA dashboard and config entry points appear when your role allows settings changes. If you do not see Adjust SLA or notification settings, ask an org admin to confirm your permissions.
  • Brand context: SLA metrics and saved config apply per brand. Select the brand you want to tune before you open the SLA dashboard.
  • Baseline metrics: Open the SLA dashboard first and note current compliance before you change targets, so you can compare after save.

Steps

Open SLA settings

  1. Open /social and switch to Settings or Engage (Inbox).
  2. Open the SLA dashboard entry when your role allows it. You can also open SLA config from community health views that expose an Adjust SLA action.
  3. Review current SLA metrics on the dashboard: response times and compliance by conversation kind (DM versus public).
  4. Choose Adjust SLA when you need to change numeric targets. Slash Social fetches current config and metrics, then opens the SLA config modal.

Update SLA targets

  1. In the SLA config modal, edit the numeric fields for your targets. The form shows validation rules; values must pass those constraints before save.
  2. Submit the modal. Slash Social saves brand-scoped SLA settings.
  3. Return to the SLA dashboard to confirm updated metrics reflect your new targets on the next calculation window.

If submit returns field errors, correct the values shown in the form. Numeric constraints are enforced before persistence.

Manage notification preferences

  1. From Settings, open Notifications or Notification preferences.
  2. Toggle the notification types your team wants enabled or muted.
  3. Submit the preferences modal.

Invalid notification types are filtered out before save, so only supported types persist. Changes apply to the next alerts your team receives, not retroactively to messages already delivered.

Use triage macros and expiration actions

Triage macros

  1. Open triage macros from the Inbox work center or the settings entry when your workspace exposes that action.
  2. Review the macro list and use the actions your triage playbook defines.

Expiration reminders

When a scheduled post nears expiry, reminder messages expose actions such as:

  • Extend expiration: Push the archive window forward.
  • Restore to library: Return content to the library instead of archiving.
  • Keep archived: Confirm the archived state.
  • View archived: Open archived posts for review.

Open the reminder edit modal when a scheduled post needs updated text before expiry. Submit the edit modal to save new copy.

Success criteria

You have finished this workflow when:

  • Updated SLA targets appear on the SLA dashboard and in community health views for the brand you edited.
  • New conversations evaluate against the saved numeric targets.
  • Notification preference changes affect the next alerts; muted types stop appearing for users who opted out.
  • Triage macros open from the expected inbox or settings entry.
  • Expiration actions complete without error and the item reflects the action you chose (extended, restored, archived, or edited copy).

Troubleshooting

Adjust SLA or notification settings are missing

Confirm the Team plan or higher and admin-appropriate permissions. Entry points validate plan access and role before opening modals.

SLA config submit shows validation errors

Read the inline messages on numeric fields. Correct out-of-range values and submit again. The form maps use-case validation errors back to the fields that failed.

Dashboard metrics look unchanged immediately after save

Metrics recalculate on the next query window. Refresh the SLA dashboard after a short interval. Compliance percentages depend on conversations that arrived after the config change.

Notification toggles do not stick

Submit the preferences modal after you change toggles. Closing without submit discards changes. Unsupported types are filtered silently; if a type never appears, it may not be available for your plan or workspace.

Triage macros entry is not visible

Not every workspace exposes triage macros on the same surface. Try the Inbox work center first, then Settings. If neither shows the action, confirm feature access with your plan.

Expiration actions are unavailable on a reminder

The item may already be finished for that reminder type. Open the conversation or content item from Engage to confirm status before retrying.

For how SLA and conversations relate in the product model, read Inbox, conversations, and SLA. For initial inbox routing, follow Set up inbox and saved replies.