# Review group requests and overdue alerts

Understand grouped requests, response status, manual resolution and alert settings.

## Follow a customer request

In [panel.bow.chat](https://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](https://docs.bow.chat/groups-monitoring/staff-and-customers). 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](https://docs.bow.chat/groups-monitoring/response-resolution-and-promises).

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](https://docs.bow.chat/configure-in-panel).

Canonical: https://docs.bow.chat/groups-monitoring/incidents-and-alerts
Version: 1
Updated: 2026-10-20T12:19:55.431Z