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CRM Lead Response SLA

Purpose​

CRM Lead Response SLA measures the first qualifying human response to a lead or opportunity. It provides business-calendar or elapsed-time deadlines, warning and breach states, internal escalation, and retained audit events. It extends CRM records and adds a response queue and reports.

The workflow below is based on Odoo 19.0 source inspection. It and the practice scenario were not executed during this documentation review.

Before you start​

Install the package matching your Odoo major version. The 19.0 manifest requires CRM (crm) and declares no Enterprise-only or other paid Corvus dependency. Prepare company sales teams and leaders, working calendars if needed, and normal Odoo mail configuration if email response capture will be used.

The scheduled action CRM: First-Response SLA processes clocks and evidence. Company settings control cadence and batch size. A queue display is a processed snapshot, not a guarantee of second-by-second refresh or external mail delivery.

Access and roles​

Sales users read policies, use response/pause wizards on accessible leads, and see audit events within their sales access. First-Response SLA Team Leader can configure policies for teams they lead and manually activate eligible clocks. First-Response SLA Administrator manages company settings, corrections, and manager-marked responses. The native Sales Manager group implies the SLA Administrator role in the 19.0 security configuration.

Manual pause/resume additionally requires the policy to allow it and the user to be the assigned salesperson, the lead's team leader with the SLA role, or an SLA administrator. Event reasons and linked communication evidence have tighter visibility than the safe audit snapshot. Normal CRM and company access still apply.

Setup and menu​

  1. Open CRM → Configuration → First-Response SLA Policies. Choose the company and optional team, lead type, priority, required tags, country, source, medium, and campaign. Higher precedence wins, followed by greater scope specificity and record order.
  2. Select Lead creation, First assignment, First entry into stage, or Manual activation as the start trigger. Stage-based policies need trigger stages.
  3. Choose Business calendar or Elapsed time and a positive target in minutes. Business mode requires a calendar with working attendance. Set the warning as a percentage of target or minutes before the deadline.
  4. Under Qualifying Human Events, enable the permitted response channels. Configure manual pause, unassigned/outside-calendar pauses, and whether reassignment recalculates the clock.
  5. Under Warnings and Escalations, choose owner/team-leader activities and optional escalation levels. Escalation can reassign the owner, add internal followers, create manager activities, or notify selected internal users. Reassignment and email recipients must be active internal company users.
  6. An SLA administrator can set the company default policy and scheduler controls in CRM settings under First-Response SLA. Cadence must be positive; batch size is 1–100.

Workflow​

  1. Create or assign a matching lead, enter a trigger stage, or have an authorized leader select Start SLA for a manual policy. Inspect the selected policy, start time, warning, deadline, and clock state on the CRM form.
  2. Open CRM → Sales → First-Response SLA Queue to prioritize work. Warning and breach processing can create internal activities according to the policy. Create Owner Reminders creates internal follow-up work for selected leads.
  3. Make the qualifying response through your approved sales process. Email capture requires the live, single-record, template-free composer and a successful Odoo mail delivery result for an external recipient. Internal notes, templates, automated messages, assignment, and stage changes do not qualify. A completed, non-automated call activity with feedback or an ended linked meeting with an external attendee can qualify when enabled; merely scheduling an activity does not.
  4. For a response made outside the captured channels, select Log External Response, choose the channel, and enter an audit reason. Ordinary users are recorded at the current server time regardless of the requested timestamp. SLA administrators may supply a past response time; a future administrator timestamp is rejected. Manager mark requires an SLA administrator. The channel must be enabled by the policy.
  5. If permitted, use Pause / Resume SLA with a reason. Resume plans the remaining time; reassignment preserves the frozen clock unless the policy explicitly allows recalculation.
  6. Inspect SLA Audit, First-Response Performance, and First-Response PDF / CSV. An administrator uses Correct Response to append a reasoned correction to existing evidence. The original event is retained.

Practice scenario​

In an authorized test database, create an elapsed-time policy with manual activation and a 60-minute target for fictional team “Northbridge Inside Sales.” Enable external response logging and avoid live outbound notifications in the exercise. Activate a clock on “Northbridge Studio — service enquiry,” then log a fictional external response before the deadline with a clear test reason. Inspect the expected on-time result and audit event. Repeat with an administrator correction only after original response evidence exists.

Troubleshooting and limitations​

If no policy matches, check scope and company default. A business calendar without attendance, or with no usable working period, cannot plan the target. Manual Start is rejected for automatically triggered policies. A response on a disabled channel does not count. A correction must not precede the SLA start or lie in the future.

Execution settings referenced by unresolved clocks are protected: archive and copy the policy instead of rewriting their basis. A referenced policy cannot simply be deleted. If an expected email response is absent, verify composer origin, external recipients, delivery status, enabled channel, and current access. Sending a message and recording first-response evidence are separate outcomes.

The catalogue lists packages for 15.0–20.0. The older branches adapt mail, view, and scheduler APIs, while 20.0 has a different access-definition format. This guide establishes the 19.0 source workflow only; targeted comparisons do not establish all-version runtime success.