Sticky button workflows in BoldDesk allow customers to trigger automated actions during an active conversation. While these interactions help guide users efficiently, they can also affect how Service Level Agreement (SLA) metrics are tracked and recalculated.

When a sticky button workflow starts or completes during an active chat, the system may reevaluate SLA timers, which can influence response tracking, breach detection, and SLA reporting. This article explains how these behaviors occur and what teams should be aware of when designing workflows.

Key scenarios

1. SLA recalculation may not match original expectations
   When a sticky button workflow begins and ends during an active conversation:

   • The SLA timer is recalculated based on the workflow event.
   • If the first response already breached its target before the workflow started, the recalculated SLA may reference a new response cycle.
   • This can cause SLA targets to appear different from what agents originally expected.

   Impact

   • Agents may perceive inconsistent SLA behavior.
   • Reporting may show timelines that differ from the initial expected SLA.

2. Unresolved breached response
   If a conversation breaches its response SLA before any agent has responded:

   • The breached SLA remains unresolved.
   • The breach is still counted and displayed in SLA metrics.
   • A sticky button workflow does not resolve or reset a breach unless an agent response satisfies the SLA event.

   Impact

   • SLA reports continue to reflect the breach.
   • Teams must ensure timely first agent responses, regardless of workflow triggers.

3. Missing breach violation time in metrics

   In some scenarios:

   • A breach may be recorded in SLA history.
   • However, the violation duration (e.g., minutes or hours past SLA) may not appear in the metric breakdown.

   This happens when workflows interrupt the SLA calculation sequence, causing the SLA engine to register the breach count but not compute the violation duration.

   Impact

   • SLA records may show a breach count without a violation time.
   • Metric inconsistencies may appear in Side Panel → Insights or in SLA reports.

FAQs

1. Do sticky button workflows pause or stop SLA timers?
   No. Sticky button workflows do not pause SLA timers. SLA timing continues based on the status category (Open, Snoozed, Closed).

2. Does triggering a sticky button workflow count as an agent response?
   No. Workflow actions are system‑generated and do not count toward first response or follow‑up SLA events.

3. Can an SLA breach be cleared by a workflow action?
   No. Only an agent response or resolution event recorded in the conversation can satisfy an SLA. Workflow steps do not close SLA breaches.

4. Can sticky button workflows be restricted to avoid affecting SLAs?
   No. BoldDesk does not provide a restriction to exclude workflows from SLA interaction. SLA behavior follows system status transitions and response events.

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