Do workflow automated replies count toward the first response time SLA?
No. Automated replies sent by a workflow, including acknowledgement messages sent when a new thread arrives, do not count toward the first response time SLA. The timer only stops when a human team member replies. You do not need to configure anything to exclude automated replies, so you can send customers a quick acknowledgement while keeping your first response time metrics accurate.
Who can stop the timer
Plain looks at who sent each message on a thread:
- A human team member in your workspace. This is the only sender whose reply can mark the first response time SLA as achieved or breached.
- A workflow, an AI agent, or a machine user using the API. These messages appear on the thread but do not stop the timer.
- The customer. Customer messages start the timer but do not stop it.
If your workflow sends an acknowledgement as soon as a thread is created, the clock keeps running until a human replies. The automated reply has no effect on the SLA status.
Plain's built-in auto-responses
Auto-responses, configured in Settings under Auto-responses, work the same way. An auto-response that fires when a thread is created does not stop the timer.
Can machine user replies ever count?
No. There is no option to make automated or machine user replies count toward the first response time, for example when a bot gives a complete answer.