Review group requests and overdue alerts
Understand grouped requests, response status, manual resolution and alert settings.
Follow a customer request
In panel.bow.chat, open Groups Monitoring or Group SLAs → SLA reports → SLA. The first qualifying client message anchors a request and appears as Opened request.
Later client messages may appear as Same request when staff has not replied, the follow-up fits the grouping window or the existing request is still waiting for resolution. Read the explanation under the message. A newer message does not necessarily replace the original request.
If a follow-up is separate work, use Start new request on that message. It creates a separate monitored request while retaining the original conversation. When several requests are open, quote the relevant customer message in your staff reply where possible to make the association clear.
Read the status
- Pending: the required response or resolution is still outstanding.
- Met: the event was recorded before its due time.
- Breached: the due time passed before the event was recorded.
- Resolution SLA Off: the group uses First response only.
- Resolve: an administrator can close an open request manually.
Use the open, stale, response-breached and resolution-breached filters to find work needing attention. Check the list's displayed coverage; the recent request list is not a guarantee of complete all-time reporting. Open the Bow Chat conversation when you need the surrounding context.
Configure overdue alerts
In SLA settings, review the selected group's response and resolution timers, each overdue-alert switch and its notification destinations. Response-overdue and resolution-overdue alerts are independent. Enabling one does not enable the other. Watch-only policies do not send SLA notifications.
Combined breach digests may be available as an account add-on. They collect eligible new breaches for the configured destinations; enabling them does not resend every historical breach. Verify the saved settings and use an approved test group before relying on notifications.
Diagnose unexpected results
If a staff reply did not stop the timer, check that sender's exact number in the Staff list. If no customer requests appear, check that unlisted customers are not classified as staff. If a promise did not move the deadline, check the policy, promise switch and explicit time/date using the promise setup guide.
Use a new test after correcting settings. Historical rows are not automatically rewritten. Give support the group, timestamp and displayed explanation when a result remains unclear.
Inactive-group follow-up is separate from an overdue request. It asks whether a group has received any messages for a configured period; see Review inactive groups.