SLA rules

Never miss a response deadline

Response-time targets your team can see: SLA-style rules that flag conversations before they breach, not after.

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When this happens

TriggerNew conversation (inbound) is created

Then do this

Send notification

Sarah

Elena

After

Delay4 Hours after

Within business hoursIf no reply

Works with

via MCP

Response time guarantees, enforced automatically.

Response timers

SLA timers

Set response time targets per board (2h for support, 4h for billing) or per tag (1h for VIP, 24h for general). Drag starts the clock when the email arrives and tracks elapsed time automatically.

When this happens

TriggerNew conversation (inbound) is created

If matches

Tocontainssupport@acmecorp.com

Then do this

Send notification

Sarah

After

Delay2 Hours after

Within business hoursIf no replyIf trigger condition still met

Auto-escalation

Escalation alerts

Get notified before a deadline is missed, not after. Configure warning thresholds: alert at 75% of SLA time, escalate at 90%. Notifications go to the assignee, their manager, or a Slack channel.

When this happens

TriggerCard is overdue

Then do this

Send notification

Sarah

Elena

Change colorRed

After

Instantly

Compliance reports

SLA compliance reports

Track SLA performance across your team. See compliance rates by agent, by board, by tag, and by time period. Identify patterns. Are Monday mornings a problem? Is one tag consistently breaching?

CardsActivityTagsUsers

SupportAll

Aug 11, 2026 – Sep 9, 2026Business hours only

Download

AssignedEmails sentFirst response timeAvg response timeResolution time

21m 06sAvg first response time↓18%

389Cards

First response time

10m 12s

18m 08s

22m 40s

33m 05s

45m 24s

Details

Card Name	First Response Time	First Responder
Site down since 09:40	4m 12s
Duplicate charge on ORD-8842	9m 47s
Bulk order pricing for Q4	22m 40s
API rate limit increase request	48m 05s

auto_awesomeAI + Developers

Your shared inbox, accessible from any AI tool.

Connect your inbox to the AI tools your team already uses. Read, reply, assign, and resolve through MCP, API, or Drag Agent.

+Any MCP client

Drag Agent

Classifies, drafts, and resolves tickets end-to-end.

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MCP Server

47 tools for read + write access from any AI client.

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REST API

Boards, columns, cards, tags, and email sequences over REST.

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AI Drafts

Reads the thread, drafts a reply in your team's tone.

From startup SLAs to enterprise contracts.

Start with internal targets. Scale to contractual obligations.

Even if you don't have formal SLAs with customers, internal response time targets make your team faster and more accountable. Set a 2-hour first-response target for support emails and watch your average drop.

For teams with contractual SLAs, Drag enforces them automatically. VIP customers with a 1-hour SLA get escalation alerts at 45 minutes. Enterprise accounts with a 4-hour resolution target get warnings at 3 hours. No spreadsheet tracking needed.

SLA rules respect business hours. A support email that arrives at 6pm on Friday doesn't start its SLA clock until 9am Monday (if that's your working hours configuration). No false alarms on weekends.

SLA data feeds into card reports and team analytics, giving you a complete picture of your team's performance against targets.