SLA Webhooks notify you when a breached conversation escalates through your organization's configured escalation levels — letting your integration respond to persistently unanswered conversations.

Events Covered

How SLA Escalation Works

Each organization can configure an SLA policy with a response-time threshold and, optionally, one or more ordered escalation levels with their own delays. When a conversation's SLA timer elapses with no agent reply and then continues through a configured escalation delay still without a reply, DoubleTick fires this event.

SLA response-time threshold elapses (no agent reply)
            │
            ▼
 (if escalation levels are configured)
            │
 Escalation level 1 delay elapses, still no reply
            │
            └── ON_SLA_ESCALATED_PUBLIC (escalationLevel: 1)
            │
 Escalation level 2 delay elapses, still no reply
            │
            └── ON_SLA_ESCALATED_PUBLIC (escalationLevel: 2)
            │
           ...continues for each configured level

If an agent replies before an escalation delay elapses, DoubleTick re-checks for a reply at delivery time and suppresses the notification — no webhook is sent for that level.

SLA Escalated

Event type: ON_SLA_ESCALATED_PUBLIC

Fires when a breached conversation remains unanswered through an additional configured escalation delay and advances to the next escalation level.

Carries human-readable, business-level fields — escalation level number, SLA name, response time, and customer contact information — making it suitable for notifications, dashboards, or reporting use cases where you want SLA context without resolving internal IDs.

This event is not currently delivered for Instagram conversations.

Trigger Conditions

The event is emitted when:

• A conversation has an active SLA policy with one or more escalation levels configured.
• The SLA response-time threshold has elapsed with no agent reply.
• An escalation level's delay has also elapsed with the conversation still unanswered.

It is not emitted if:

• An agent replies before the escalation delay elapses.
• The SLA policy has no escalation levels configured.

Multiple escalation levels fire as separate, sequential events — one per configured level, each with its own escalationLevel value.

Sample Payload

{
  "customerPhone": "+919876543210",
  "wabaNumber": "+919000000000",
  "slaName": "Standard Response SLA",
  "responseTime": 900,
  "escalationLevel": 1,
  "eventType": "ON_SLA_ESCALATED_PUBLIC"
}

Field Reference

Conditional Fields

Notes

• This payload contains no conversation identifier (chatId or similar). To look up the escalated conversation, match on customerPhone + wabaNumber in your system, or use escalationLevel alongside those fields to identify the specific escalation stage. For a direct link, use DoubleTick's conversation search API with the customer phone number.
• An escalation may also trigger a reassignment of the conversation to a different agent, depending on your SLA policy configuration. This payload does not include reassignment details — use CHAT_ASSIGNED_TO_AGENT (Conversation Management Webhooks) to track those.

Edge Cases

No Escalation Levels Configured

If your SLA policy has no escalation levels configured, this event will never fire for that policy.

Best Practices

• Use escalationLevel to distinguish between escalation stages — level 1 is the first escalation, level 2 is the next, and so on.
• Combine with CHAT_ASSIGNED_TO_AGENT (Conversation Management Webhooks) if you need to know who an escalated conversation was reassigned to.
• Treat each event as a discrete escalation step, not a cumulative status report.
• escalationLevel is the only field guaranteed to be present — always check for the existence of other fields before using them.