Overview:

Until now teams had to manually watch for conversations that were about to breach or had already missed their SLA targets. With this release, SLAs become actionable. You can now automate workflows when conversation SLAs are due soon, overdue, or manually dismissed, helping teams proactively manage response times instead of reacting after issues occur. We've also added more control over manual SLA removal, giving admins the ability to decide who can dismiss SLAs and ensuring every action is auditable.

👀 What's New?

You can now build workflows that automatically run when a conversation's SLA becomes due soon, overdue, or is manually dismissed. Instead of relying on users or managers to monitor SLA timers, you can define exactly what should happen when these events occur. For example, you can: Notify a user when a conversation becomes overdue or Reassign contacts for escalation. To help prevent excessive notifications, we've also added an Avoid Repeated Triggers option. When enabled, the workflow will only run once per conversation within a 24-hour period, even if multiple messages from same contact cause additional SLA events.

We've also introduced better controls around manual SLA removal. For conversations where no response is required – such as "Thank you", "Got it", or "Not interested" messages, users can manually dismiss the SLA without replying. Admins can choose whether this action is available to all users or restricted to admins only.

How to Use

Building Conversations SLA Workflows

1. Go to Automation → Workflows, Create a new workflow and select Conversation SLA as the trigger. Choose the SLA event: Due Soon / Overdue / SLA dismissed

2. You can also add optional filters such as: message channel, tags, owner, custom fields and define the actions you want the workflow to perform and publish it.

Configure Manual SLA Removal Permissions

1. Go to Conversations Settings. Under Who can manually dismiss SLA from conversations?Select: All users or Admins only. Save your changes.

2. Any user who has access to dismiss SLA can click on the SLA timer on center panel and dismiss the SLA

3. When SLA is dismissed, a log is posted on the conversation showing which user dismissed the SLA and the SLA status at the time of dismissal.

Overview:

Until now teams had to manually watch for conversations that were about to breach or had already missed their SLA targets. With this release, SLAs become actionable. You can now automate workflows when conversation SLAs are due soon, overdue, or manually dismissed, helping teams proactively manage response times instead of reacting after issues occur. We've also added more control over manual SLA removal, giving admins the ability to decide who can dismiss SLAs and ensuring every action is auditable.

👀 What's New?

You can now build workflows that automatically run when a conversation's SLA becomes due soon, overdue, or is manually dismissed. Instead of relying on users or managers to monitor SLA timers, you can define exactly what should happen when these events occur. For example, you can: Notify a user when a conversation becomes overdue or Reassign contacts for escalation. To help prevent excessive notifications, we've also added an Avoid Repeated Triggers option. When enabled, the workflow will only run once per conversation within a 24-hour period, even if multiple messages from same contact cause additional SLA events.

We've also introduced better controls around manual SLA removal. For conversations where no response is required – such as "Thank you", "Got it", or "Not interested" messages, users can manually dismiss the SLA without replying. Admins can choose whether this action is available to all users or restricted to admins only.

How to Use

Building Conversations SLA Workflows

1. Go to Automation → Workflows, Create a new workflow and select Conversation SLA as the trigger. Choose the SLA event: Due Soon / Overdue / SLA dismissed

2. You can also add optional filters such as: message channel, tags, owner, custom fields and define the actions you want the workflow to perform and publish it.

Configure Manual SLA Removal Permissions

1. Go to Conversations Settings. Under Who can manually dismiss SLA from conversations?Select: All users or Admins only. Save your changes.

2. Any user who has access to dismiss SLA can click on the SLA timer on center panel and dismiss the SLA

3. When SLA is dismissed, a log is posted on the conversation showing which user dismissed the SLA and the SLA status at the time of dismissal.

With Retry Failed Posts, you can now quickly retry or reschedule failed publishing attempts directly from Social Planner, without cloning posts or recreating content from scratch.

🚀 What’s new

1. Retry Post Instantly

When a post fails to publish, you can now select Retry Now and attempt publishing again using the original content, settings, and connected accounts.

If the retry succeeds, the post automatically moves to the Published state.

2. Reschedule Failed Posts

Choose Reschedule Post and select a new future date and time. The failed post will move back to the Scheduled state and publish at the updated time.

3. Quick Recovery Actions

Failed posts now include dedicated recovery options directly within the post actions menu. Access recovery actions from:

• List View
• Grid View
• Post Preview

No more cloning posts or rebuilding content to recover from temporary publishing issues.

👷 How to use this feature

• Go to Marketing → Social Planner
• Open the Failed Posts section
• Click the 3-dot menu on a failed post
• Choose one of the following:
• Retry Post Now
• Reschedule Post

• Confirm your action

💡 Why it matters

• Recover from publishing failures faster
• Eliminate the need to clone and recreate posts
• Keep campaigns running with minimal disruption
• Improve efficiency for agencies managing multiple social accounts
• Reduce support dependency for common publishing issues

📝 Notes

• Available only for posts in the Failed state
• Bulk retry actions are not included in this release
• Automatic retries are not currently supported

YouTube previews now display correctly in sent emails. When you paste a YouTube link into the email from Conversations, your recipients now see a clickable video thumbnail that opens the video in a new tab – exactly as you intended.

Previously, pasted YouTube links could show up as a blank rectangle in your recipients' inboxes, even though the preview looked fine while you were composing. This happened because major email providers like Gmail, Outlook, and Yahoo block the embedded video player on their end. We've changed how these previews are sent so they render reliably across all major inboxes.

This works for both standard youtube watch links and shortened youtube share links. There's no change to how you add videos – just paste the link as you always have.

How the YouTube preview looks in the Conversations inbox –

Recipients now see a clickable thumbnail that opens the video on YouTube.

👀 What's New?

• A dedicated Google Ads section is now available in the Dashboards widget panel — connect your Google Ads account once at the sub-account level and all 11 widgets pull data automatically
• 11 ready-to-use widgets: Total conversions, Conversions over time, Total cost, Cost over time, Total clicks, Clicks over time, Total impressions, Impressions over time, Clicks by campaign, Conversions by campaign, and CPC (cost per click)
• Each widget is fully configurable — filter by Campaign, Campaign type, Zero impressions, Zero conversions, or PPC markup to surface exactly the data your clients need
• Google Ads metrics are now available as dimensions in Custom Metrics — build cross-module KPIs like ROAS or Cost per closed deal using the formula builder today

👷 How It Works:

1. Connect Google Ads at the sub-account level under Settings → Integrations → Google Ads — all widgets inherit this connection automatically
2. Open any dashboard and click Edit dashboard
3. Click + Add widget and scroll to the new Google Ads section
4. Pick a widget, confirm your linked Ad account in the Integration tab, configure filters and chart type, and click Save changes

🌟 Why It Matters:

• Everything in one place — Google Ads performance now sits alongside your other reporting widgets, so location admins can see spend, clicks, and conversions without logging into a separate platform
• Spend visibility at a glance — Total cost and Cost over time make it immediately clear how much is being spent and when, so there are no surprises at the end of the month
• See what's actually working — Clicks by campaign and Conversions by campaign break performance down to the campaign level, making it easy to identify top performers and underperformers
• Connect ad spend to business outcomes — With Google Ads now available in Custom Metrics, you can combine ad data with pipeline and revenue data to show clients the real return on their ad investment

⏭️ What's Next?

More cross-channel reporting combining Google Ads with other marketing sources is on the roadmap

📝 Notes:

1. Google Ads must be connected at the sub-account level before widgets will show data — go to Settings → Integrations → Google Ads to connect
2. All 11 widgets support filtering by Campaign, Campaign type, Zero impressions, Zero conversions, and PPC markup
3. Available in Dashboards, Reporting, and Custom Metrics
4. Available on all plans that include Dashboards & Reporting