No customer chat sits waiting.
Escalation watches every chat. If a human hasn't replied within the time you set, the assigned agent gets a WhatsApp reminder. If they stay silent, the alert goes to their supervisor.
app.cshub.id · SLA
Sample viewDimas Pratama
is the court still free at 7pm?
5-minute limit
No human reply yet
- WhatsApp reminder to Andi (assigned agent)
- Still quiet · escalated to Sari (supervisor)
- Andi replied · chat handled
A customer asks about a price or a time slot at 10am. The agent is busy, forgets, or the chat gets buried. It gets answered at 1pm, and the customer has already booked somewhere else. As the owner, you never see which chats got stuck or who was slow.
Every chat waiting on a human has a deadline, say 5 minutes. Past that, the agent gets a WhatsApp message. Still nothing, and it goes to a senior or the owner. You can see which chats ran late, who answers fast, and who needs a talk.
What it does
SLA timer per chat
Measures how long a chat has waited for a human reply. AI replies don't stop the timer, so a chat only the bot has answered still shows as unhandled.
Tiered alerts
The assigned agent hears first. Still silent after a few minutes, the alert moves to the next tier, for example a senior and then the owner.
One summary per agent
When several chats go overdue at once, the agent gets one summary message with a link to the inbox filtered to overdue chats.
All channels watched, alerts on WhatsApp
Chats from WhatsApp, Instagram, Telegram, Messenger, and live chat are all tracked. Agent reminders always go out on WhatsApp so they get read.
How it works
Set the escalation rules
Choose the time limit (for example 5 minutes) and who gets alerted: the assigned agent, or a chain from senior up to owner.
A customer writes, the timer starts
As soon as a chat hasn't been touched by a human, the clock runs. The AI can answer first, and the clock keeps running.
Late, the agent is pinged
Past the limit, the system sends the agent a WhatsApp message. Still silent, it moves up a tier. Once someone replies, the timer stops.
Where it fits
Online store support at peak hours
Set a 3-minute SLA. Stuck chats ping the admin right away, and after 5 minutes they go to the supervisor.
Clinic fielding questions about doctor schedules
Patients asking when a doctor is available don't wait an hour. If the receptionist is busy at the front desk, the reminder goes to a second admin.
Owner keeping an eye on the team
The "overdue" filter shows which chats missed the SLA and who owned them. That feeds the weekly team review.
Often used together
Omnichannel Inbox
Reply to WhatsApp, Instagram, Messenger, Telegram, and live chat from one inbox
- No more jumping between apps
- Faster replies mean fewer customers going elsewhere
- Every contact's chat history in one place
- Several agents can work the inbox without stepping on each other
Support Tickets
Log customer complaints and requests until they're resolved
- Every complaint gets a ticket number, so it doesn't get lost in the chat
- The team can see what's urgent, normal, or can wait
- Reports on response time and resolved tickets
Reports & Analytics
Revenue, conversion, and agent performance on one dashboard
- Daily, weekly, and monthly revenue charts
- The path from chat to lead to closed sale
- Agent performance: who closes the most
- Export to Excel or PDF for meetings
Try this feature in your business
7 days free, no credit card. Setup takes about 5 minutes.