What it covers
Configure qualification policies and review team response performance where the plan permits.
Leads and sales
Lead response SLA
Measure first-response deadlines and keep overdue follow-up visible.
How it works
See when a first response is due
Set response expectations for incoming leads and make overdue follow-up visible to the team. Review response performance against the qualification policy your workspace has configured.
In practice
Track first-response deadlines and overdue items in the lead workflow.
When to use it
Useful situations
- Set a shared expectation for first response to new enquiries.
- Find leads whose response deadline is approaching or overdue.
- Review team response patterns against a configured qualification policy.
A working path
How the work moves
Configure the response policy
Use the lead administration controls to define the response expectation and any applicable qualification rules. Confirm the policy reflects how your team measures a first response before applying it broadly.
Watch the lead queue
Review deadline and overdue indicators alongside the lead’s owner and status. Open the record to confirm whether a response was already made or whether the item needs reassignment.
Close the loop
Record the actual first response through the supported lead activity workflow, then review performance reports to understand where handoffs or coverage need attention.
Illustrative scenario
Weekend coverage
A manager checks response deadlines after a busy weekend, reassigns an unowned enquiry to the available rep and reviews the recorded first response during the weekly team check-in.
Before you start
What to check
- SLA results depend on policy configuration and correctly recorded response activity; configure definitions before comparing teams.
- Qualification and response-performance controls may depend on plan and permissions; they do not send a response automatically.
Does the SLA automatically reply to a lead?
No. It makes first-response expectations and overdue follow-up visible to the team.
Why might two teams have different SLA views?
Their policies, permissions and lead activity records may differ.
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