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I recently implemented an SLA with a timer that begins once a chat is assigned to a group and once it is ‘breached’ (our agents hate this term by the way - exceeded is a friendlier term), uses advanced automations to send a bot message to the client to let them know agents are busy and will be with them soon.

We’d like to change the timer start to after the client sends their first message but I cannot see an option for this. Is this doable?

Yes this is achievable in Advanced automation, you could set the automation similar to below:

 

Thanks Surya. This works without the need for the SLA function so no more aggressive messages to the agents.

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