Inbox Operations8 min readUpdated May 5, 2026
Assignments, SLA, and backlog
Use assignment, queue state, SLA timers, and backlog indicators to control workload.
Assignments answer who owns the conversation. SLA answers when the next response or resolution is expected. Backlog shows how long work has been waiting in the current operational state.
Assignment model
- Assigned agent is visible in conversation header and customer context.
- Assignment changes update other open sessions in realtime.
- Routing engine v1 can assign round-robin or load-aware depending on configured logic.
- Unassigned conversations are available from saved views.
SLA model
| Timer | Meaning | Typical use |
|---|---|---|
| First response | Time from customer start to first AI or agent response. | Fast acknowledgement. |
| Next response | Time allowed after latest customer reply. | Ongoing conversation discipline. |
| Resolution | Target time to resolve or close the conversation. | Operational quality and reporting. |
Backlog model
Backlog is not the same as SLA. Backlog should stop being scary when the conversation is resolved or when the team is waiting on the customer. It should highlight active work that has waited too long.