How to Track SLA on WhatsApp Conversations

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

Link the WhatsApp number in Jestor to the process table.
Define the phases each conversation moves through.
Use the colour indicator to see at a glance which conversations are waiting on your team.
Track time per phase to measure first response and resolution.
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.

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 and see how to take your company's operations to a new level of efficiency and control.

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