Inbox Operations5 min readUpdated July 10, 2026
Assignments & SLA badges
Use assignment, queue state, SLA timers, and backlog indicators to control workload.
Tinfiz maps out clear visual queues for assignments and SLA progression directly on conversation cards. Every open conversation has an assigned owner, status indicator, and a live response countdown.
Assignment controls
Agents can assign conversations using the owner dropdown in the header of the details view. Realtime events sync ownership instantly across all active dashboard sessions, avoiding duplicate replies.
Understanding SLA stages
- SLA Met: Response target achieved within the defined window.
- At Risk: Countdown badge turns amber when a conversation reaches the risk threshold (e.g., 5 minutes remaining).
- Breached: Countdown badge turns red showing time elapsed since the target was missed.
Queue Backlog
Backlog counters calculate total queue time. Backlog counters pause automatically when a conversation is marked as resolved or status is changed to waiting on customer.