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# How to Track SLA on WhatsApp Conversations
- URL: https://blog.jestor.com/track-sla-whatsapp-conversations/
- Published: 2026-09-17T22:26:42.000Z
- Updated: 2026-09-17T22:26:42.000Z
- Author: Bruno Bannach

To **track SLA on WhatsApp conversations**, you need two things the app itself never provides: the time each conversation spends in a phase, and a clear signal of who replied last.

## Why WhatsApp support has no accountability by default

Customers treat WhatsApp as urgent. Most teams have no way to measure whether they are meeting that expectation.

- No record of how long a customer waited for a first reply
- No way to spot a conversation nobody has picked up
- No distinction between "waiting on us" and "waiting on them"
- No data to justify staffing the channel properly

## The two signals that make SLA measurable

- **Reply indicator** — green when the internal team replied last, yellow when the customer did
- **Time spent in each phase**, tracked per conversation
- **Message counter**, visible from the board without opening the card
- **Delivery and read indicators**, plus an error signal when a send fails

## How to configure it in Jestor

1. Link the **WhatsApp** number in **Jestor** to the process table.
2. Define the phases each conversation moves through.
3. Use the colour indicator to see at a glance which conversations are waiting on your team.
4. Track time per phase to measure first response and resolution.
5. Build a dashboard on the same records to report **SLA** across the channel.

## Why choose Jestor for WhatsApp SLA?

**Jestor** exposes the message count and the time in each phase from outside the card, so a supervisor scanning the board can spot a stalled conversation without opening anything.

Delivery, read, and error indicators mean a failed send is visible immediately rather than discovered when a customer complains they never heard back.

## Frequently Asked Questions

### What does the green indicator mean?

That the internal team was the last to reply. Yellow means the customer was.

### Can I see how long a conversation sat in a phase?

Yes, time per phase is tracked. See [jestor.com](https://jestor.com/?ref=blog.jestor.com).

### Will I know if a message failed?

Yes, errors are indicated on the message.

## Video Tutorial: Step by Step

Check out other practical tutorials on the Jestor YouTube channel.

## Get to know Jestor

With **Jestor**, you can automate workflows, connect teams, and build internal systems your way — all without code and powered by **AI**. Discover Jestor at [jestor.com](https://jestor.com/?ref=blog.jestor.com) and see how to take your company's operations to a new level of efficiency and control.