Alert your team when GoHighLevel messages go unanswered

On a cron schedule, every 30 minutes on weekdays between 8am and 6pm, sweep my GoHighLevel inbox for conversations where a customer wrote in and nobody on my team has replied yet, then alert my team about the ones that have been waiting too long.

Use the GoHighLevel Conversations Search Conversations operation against my sub-account (location) to pull recent conversations, sorted by most recent message first. Each conversation comes back with the contact name, whether the last message was inbound or outbound, when that message landed, and which channel it came through. Page through enough results to comfortably cover the last two business days.

Keep a conversation only if its most recent message is inbound, meaning it came from the contact and no outbound reply has been sent since. Discard every conversation where my team spoke last, and discard anything already closed or archived.

Work out how long each remaining contact has been waiting, counting business time only. Start the clock when the inbound message landed, or at 8am on the current working day if it arrived overnight, at the weekend, or after 6pm. A message that arrives at 2am must not be treated as overdue at 2:30am, it starts accruing wait time from 8am. Use the sub-account's local timezone for every comparison.

A conversation counts as a breach when that business-hours wait is more than 30 minutes. If nothing is over the threshold, end the run and do nothing at all. Do not post an empty digest and do not post an all-clear. The channel has to stay quiet on normal runs so people keep trusting the alert when it does fire.

When there is at least one breach, post exactly one grouped message to my Slack channel using the Slack Bot Send a Message operation. One message per run, never one message per contact. List each waiting contact with their name, how long they have been waiting in readable form such as 1h 15m, and the channel the message arrived on, translated into friendly labels like SMS, Email, Web chat, Facebook Messenger, Instagram, or WhatsApp rather than raw type codes. Sort longest wait first and put the number of waiting contacts in the heading.

In the same run, append one row per breaching conversation to my Google Sheet using Append Values, so response-time SLA can be reviewed at the end of the week. Use these columns: contact name, wait time in minutes, channel, and the timestamp of the inbound message. Append the rows in the same run that posts to Slack so the log and the alert never disagree.

A conversation that is still unanswered on a later sweep should appear again with a larger wait time, since it is escalating rather than resolved.

Keep the sub-account, the Slack channel, the spreadsheet, the 30 minute threshold, and the 8am to 6pm weekday window as clearly named settings at the top of the workflow so they are easy to change.