Thread SLA status transitioned - Plain Docs

This event is fired when the status of an SLA linked to a thread changes. As part of the serviceLevelAgreementStatusDetail field threads can have a status with the following values:

Status	Description
`PENDING`	When the timer on the SLA is counting down but has not met the `IMMINENT_BREACH` threshold
`IMMINENT_BREACH`	For SLAs where an alert has been set up to notify the team before it breaches. The SLA will be in this status after the alert period and before the SLA breaches
`BREACHING`	Applies to SLAs while their conditions are not met, e.g. a thread with a first response time SLA has not been replied to after the time period specified
`ACHIEVED`	A thread where the SLA conditions were met, e.g. a thread was replied to within its first response time SLA
`BREACHED`	A thread where the SLA conditions were not met (and so entered `BREACHING`) but action has been taken that would have resolved the SLA, e.g. a thread breached its resolution time SLA and was then marked Done
`CANCELLED`	An SLA which no longer applies e.g if a thread is marked as done with no reply the SLA is canceled since we don’t want it to affect metrics

serviceLevelAgreement.type is one of FIRST_RESPONSE_TIME, NEXT_RESPONSE_TIME, FIRST_RESOLUTION_TIME, or TOTAL_RESOLUTION_TIME. The resolution time types were added in webhook version 2026-09-18. Targets on earlier dated versions receive them as { "type": "UNKNOWN" }, and unversioned targets don’t receive events for them.

Schema

View JSON Schema → Example:

{
  "timestamp": "2023-10-19T21:24:36.108Z",
  "workspaceId": "w_01GST0W989ZNAW53X6XYHAY87P",
  "payload": {
    "eventType": "thread.service_level_agreement_status_transitioned",
    "serviceLevelAgreement": {
      "id": "sla_01HD4X6WMCJSD8EHWDRHZ8WYDT",
      "type": "FIRST_RESPONSE_TIME",
      "tier": {
        "id": "tier_01HD4X6WMCJSD8EHWDRHZ8WYDT",
        "name": "Enterprise",
        "externalId": null,
        "color": "#FF0000",
        "defaultThreadPriority": 0,
        "isDefault": false,
        "createdAt": "2023-10-19T14:12:25.142Z",
        "createdBy": {
          "actorType": "user",
          "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
        },
        "updatedAt": "2023-10-19T21:18:12.863Z",
        "updatedBy": {
          "actorType": "user",
          "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
        }
      },
      "firstResponseTimeMinutes": 60,
      "useBusinessHoursOnly": true,
      "threadPriorityFilter": [0, 1, 2, 3],
      "createdAt": "2023-10-19T14:12:25.142Z",
      "createdBy": {
        "actorType": "user",
        "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
      },
      "updatedAt": "2023-10-19T21:18:12.863Z",
      "updatedBy": {
        "actorType": "user",
        "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
      }
    },
    "serviceLevelAgreementStatusDetail": {
      "status": "BREACHED",
      "breachedAt": "2023-10-19T21:18:12.863Z",
      "completedAt": "2023-10-19T21:18:12.863Z"
    },
    "previousServiceLevelAgreementStatusDetail": {
      "status": "IMMINENT_BREACH",
      "breachTime": "2023-10-19T21:18:12.863Z"
    },
    "thread": {
      "id": "th_01HD44FHMCDSSWE38N14FSYV6K",
      "customer": {
        "id": "c_01HD44FHDPG82VQ4QNHDR4N2T0",
        "email": {
          "email": "peter@example.com",
          "isVerified": false,
          "verifiedAt": null
        },
        "externalId": null,
        "fullName": "Peter Santos",
        "shortName": "Peter",
        "markedAsSpamAt": null,
        "markedAsSpamBy": null,
        "customerGroupMemberships": [],
        "createdAt": "2023-10-19T14:12:25.142Z",
        "createdBy": {
          "actorType": "system",
          "system": "email_inbound_handler"
        },
        "updatedAt": "2023-10-19T21:18:12.863Z",
        "updatedBy": {
          "actorType": "user",
          "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
        }
      },
      "title": "Unable to tail logs",
      "previewText": "Hey, I am currently unable to tail the logs of the service svc-8af1e3",
      "priority": 1,
      "externalId": null,
      "status": "DONE",
      "statusChangedAt": "2023-10-19T21:24:36.108Z",
      "statusChangedBy": {
        "actorType": "user",
        "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
      },
      "statusDetail": null,
      "assignee": null,
      "assignedAt": null,
      "labels": [],
      "firstInboundMessageInfo": {
        "timestamp": "2023-10-19T14:12:25.733Z",
        "messageSource": "EMAIL"
      },
      "firstOutboundMessageInfo": null,
      "lastInboundMessageInfo": {
        "timestamp": "2023-10-19T14:12:25.733Z",
        "messageSource": "EMAIL"
      },
      "lastOutboundMessageInfo": null,
      "supportEmailAddresses": ["help@example.com"],
      "createdAt": "2023-10-19T14:12:25.266Z",
      "createdBy": {
        "actorType": "system",
        "system": "email_inbound_handler"
      },
      "updatedAt": "2023-10-19T21:24:36.108Z",
      "updatedBy": {
        "actorType": "user",
        "userId": "u_01H1V4NA10RMHWFBXB6A1ZBYRA"
      }
    }
  },
  "id": "pEv_01HD4X6WMCJSD8EHWDRHZ8WYDT",
  "webhookMetadata": {
    "webhookTargetId": "whTarget_01HD4400VTDJQ646V6RY37SR7K",
    "webhookTargetVersion": "2026-09-18",
    "webhookDeliveryAttemptId": "whAttempt_01HD4XH9YE8CK6KT3G8VRX38R7",
    "webhookDeliveryAttemptNumber": 1,
    "webhookDeliveryAttemptTimestamp": "2023-10-19T21:30:17.422Z"
  },
  "type": "thread.thread_status_transitioned"
}

Using the Webhooks SDK

You can use the @team-plain/webhooks package to parse and verify this event with full type safety:

import { verifyPlainWebhook } from "@team-plain/webhooks";

const result = verifyPlainWebhook(rawBody, signature, secret);

if (result.error) {
  console.error(result.error.message);
} else {
  // result.data is fully typed with the event payload
  const event = result.data;
  console.log(event.eventType, event.payload);
}