Add first reply timestamp to conversation records for SLA

Unrecorded reply times on your conversations hide SLA misses and slow ops prioritization. Record first-reply timestamps automatically so your operations team can spot breaches and act within minutes.

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Overview

Missing first-reply timestamps create blind spots in SLA reporting and delay exception handling across multimodal shipments. This flow writes the first-reply time directly into conversation records so operations and support leads always have reliable timing for reports. Teams can spot breaches and reassign aging threads within minutes.