You can now set SLA, auto-resolution and follow-up per team — not only per inbox/account. Each team can have its own behavior, without affecting the others.
What you can customize per team
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SLA — a team-specific SLA policy.
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Auto-resolve — after how many minutes the team's inactive conversations resolve automatically.
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Follow-up — an automatic message after X minutes of inactivity, or turn follow-up off for that team only.
How to set it up
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Go to Settings → Teams and click Edit on the team.
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Move to the Overrides step.
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Turn on the card you want (SLA, Auto-resolve or Follow-up), fill in the values and click Save.
Heads-up on Follow-up: if you turn on the Follow-up override for a team but leave the message off/unconfigured, it works as turning follow-up off for that team only — it overrides the inbox/account default and that team stops receiving follow-ups (even if the account has follow-up enabled).
Does it apply to conversations already open?
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SLA: only to new conversations or ones (re)assigned to a team from then on; already-open conversations don't change.
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Auto-resolve and follow-up: also apply to already-open conversations, within a few minutes.
It's optional and per team. Teams without any specific configuration keep working exactly as before.
Note: auto-resolve and follow-up run in periodic cycles and process up to 100 conversations at a time — and this limit of 100 applies to the whole account (across all teams), not per team. So they may happen with a small variation from the configured time (not exactly to the minute), especially when many conversations are eligible at once.