---
title: "Reply time SLAs | Ferry Desk"
description: "Set how long a customer can wait before a conversation needs attention, is in danger or is critical. Waiting times change color across the inbox and board as each threshold passes."
url: "https://ferrydesk.io/features/reply-time-alerts"
---

# Reply time SLAs your team can see at a glance

> Set how long a customer can wait before a conversation needs attention, is in danger or is critical. Waiting times change color across the inbox and board as each threshold passes.

Every store promises a response time, written down or not. Ferry Desk makes yours visible.

- **Three thresholds you control.** Choose when the waiting time turns yellow, orange and red, in minutes, hours or days, for your shop.
- **Always in view.** Each conversation shows how long the customer has been waiting, in the inbox list and on board cards, colored by your thresholds.
- **Spot slipping work early.** Yellow and orange show up before a customer is let down, so the team can pick those conversations up first.
- **Due dates for promises.** Set a due date on any conversation when you promise a follow-up, and see what is overdue on your home page.

![Reply time SLA settings with three thresholds, needs attention after 4 hours, in danger after 12 hours and critical after 1 day.](https://ferrydesk.io/_astro/reply-time-alerts.DrrkDpII_1rspAB.webp)

## About Ferry Desk

Ferry Desk is a customer support helpdesk for Shopify stores. Email and storefront chat land in one shared inbox inside the Shopify admin, next to the customer’s orders, so your team can refund, cancel or add tracking without leaving the conversation. Read the overview at https://ferrydesk.io/index.md.