SLA Tracking

MailFellow can track response times and alert your team when emails are not replied to within a set deadline. Alerts are posted directly in your Slack or Discord channel, in the email's thread.

Enabling SLA tracking

1. Go to Settings > Automation
2. Turn on the SLA Tracking toggle
3. Set your Response time limit (e.g. 4 hours)
4. Optionally set an Early warning threshold (e.g. 30 minutes before breach)
5. Save changes

How it works

Every minute, MailFellow checks all incoming emails that have been posted to your channel but have not received a reply yet. It compares the time elapsed since the email arrived against your SLA settings.

Warning alert

If you set an early warning threshold (e.g. 30 minutes), MailFellow sends a warning in the email's thread when time is running out:

:warning: SLA Warning:30 minutes remaining
Email from John Doe (john@example.com)
Subject: Help with billing
Received: 3h 30m ago

This gives your team a chance to respond before the SLA is breached.

Breach alert

When the response time limit is exceeded, MailFellow sends a breach alert:

:rotating_light: SLA Breached:4h response time exceeded
Email from John Doe (john@example.com)
Subject: Help with billing
Waiting: 4h 15m without reply

What counts as a reply

Any outgoing email in the same thread clears the SLA timer. This includes:

• Replies via checkmark reaction
• Quick replies via slash commands
• Send Thanks button
• Replies sent from your email client (detected on next sync)

Once a reply is sent, no further alerts are generated for that email.

Alert behavior

• Each email gets at most one warning and one breach alert
• Alerts are posted as messages in the email's thread, so they are visible to everyone watching that conversation
• If an email has no thread (e.g. it failed to post), no alert is sent
• Disabling SLA tracking stops all future checks but does not remove existing alerts

Settings reference