feat: configurable SLA alerts per SLA.

2025-11-02 04:53:41 +00:00 · 2025-03-21 23:23:03 +05:30
parent f0358f67f0
commit aeef7d4ad7
13 changed files with 830 additions and 251 deletions
--- a/cmd/handlers.go
+++ b/cmd/handlers.go
@@ -12,10 +12,6 @@ import (
 	"github.com/zerodha/fastglue"
 )

-var (
-	slaReqFields = map[string][2]int{"name": {1, 255}, "description": {1, 255}, "first_response_time": {1, 255}, "resolution_time": {1, 255}}
-)
-
 // initHandlers initializes the HTTP routes and handlers for the application.
 func initHandlers(g *fastglue.Fastglue, hub *ws.Hub) {
 	// Authentication.
@@ -169,8 +165,8 @@ func initHandlers(g *fastglue.Fastglue, hub *ws.Hub) {
 	// SLA.
 	g.GET("/api/v1/sla", perm(handleGetSLAs, "sla:manage"))
 	g.GET("/api/v1/sla/{id}", perm(handleGetSLA, "sla:manage"))
-	g.POST("/api/v1/sla", perm(fastglue.ReqLenRangeParams(handleCreateSLA, slaReqFields), "sla:manage"))
-	g.PUT("/api/v1/sla/{id}", perm(fastglue.ReqLenRangeParams(handleUpdateSLA, slaReqFields), "sla:manage"))
+	g.POST("/api/v1/sla", perm(handleCreateSLA, "sla:manage"))
+	g.PUT("/api/v1/sla/{id}", perm(handleUpdateSLA, "sla:manage"))
 	g.DELETE("/api/v1/sla/{id}", perm(handleDeleteSLA, "sla:manage"))

 	// AI completion.
--- a/cmd/init.go
+++ b/cmd/init.go
@@ -283,12 +283,12 @@ func initBusinessHours(db *sqlx.DB) *businesshours.Manager {
 }

 // initSLA inits SLA manager.
-func initSLA(db *sqlx.DB, teamManager *team.Manager, settings *setting.Manager, businessHours *businesshours.Manager) *sla.Manager {
+func initSLA(db *sqlx.DB, teamManager *team.Manager, settings *setting.Manager, businessHours *businesshours.Manager, notifier *notifier.Service, template *tmpl.Manager, userManager *user.Manager) *sla.Manager {
 	var lo = initLogger("sla")
 	m, err := sla.New(sla.Opts{
 		DB: db,
 		Lo: lo,
-	}, teamManager, settings, businessHours)
+	}, teamManager, settings, businessHours, notifier, template, userManager)
 	if err != nil {
 		log.Fatalf("error initializing SLA manager: %v", err)
 	}
@@ -496,13 +496,13 @@ func initAutoAssigner(teamManager *team.Manager, userManager *user.Manager, conv
 }

 // initNotifier initializes the notifier service with available providers.
-func initNotifier(userStore notifier.UserStore) *notifier.Service {
+func initNotifier() *notifier.Service {
 	smtpCfg := email.SMTPConfig{}
 	if err := ko.UnmarshalWithConf("notification.email", &smtpCfg, koanf.UnmarshalConf{Tag: "json"}); err != nil {
 		log.Fatalf("error unmarshalling email notification provider config: %v", err)
 	}

-	emailNotifier, err := emailnotifier.New([]email.SMTPConfig{smtpCfg}, userStore, emailnotifier.Opts{
+	emailNotifier, err := emailnotifier.New([]email.SMTPConfig{smtpCfg}, emailnotifier.Opts{
 		Lo:        initLogger("email-notifier"),
 		FromEmail: ko.String("notification.email.email_address"),
 	})
--- a/cmd/main.go
+++ b/cmd/main.go
@@ -178,9 +178,9 @@ func main() {
 		businessHours               = initBusinessHours(db)
 		user                        = initUser(i18n, db)
 		wsHub                       = initWS(user)
-		notifier                    = initNotifier(user)
+		notifier                    = initNotifier()
 		automation                  = initAutomationEngine(db)
-		sla                         = initSLA(db, team, settings, businessHours)
+		sla                         = initSLA(db, team, settings, businessHours, notifier, template, user)
 		conversation                = initConversations(i18n, sla, status, priority, wsHub, notifier, db, inbox, user, team, media, settings, csat, automation, template)
 		autoassigner                = initAutoAssigner(team, user, conversation)
 	)
@@ -193,6 +193,7 @@ func main() {
 	go conversation.RunUnsnoozer(ctx, unsnoozeInterval)
 	go notifier.Run(ctx)
 	go sla.Run(ctx, slaEvaluationInterval)
+	go sla.SendNotifications(ctx)
 	go media.DeleteUnlinkedMedia(ctx)
 	go user.MonitorAgentAvailability(ctx)

--- a/cmd/sla.go
+++ b/cmd/sla.go
@@ -5,6 +5,7 @@ import (
 	"time"

 	"github.com/abhinavxd/libredesk/internal/envelope"
+	smodels "github.com/abhinavxd/libredesk/internal/sla/models"
 	"github.com/valyala/fasthttp"
 	"github.com/zerodha/fastglue"
 )
@@ -41,30 +42,52 @@ func handleGetSLA(r *fastglue.Request) error {
 // handleCreateSLA creates a new SLA.
 func handleCreateSLA(r *fastglue.Request) error {
 	var (
-		app           = r.Context.(*App)
-		name          = string(r.RequestCtx.PostArgs().Peek("name"))
-		desc          = string(r.RequestCtx.PostArgs().Peek("description"))
-		firstRespTime = string(r.RequestCtx.PostArgs().Peek("first_response_time"))
-		resTime       = string(r.RequestCtx.PostArgs().Peek("resolution_time"))
+		app = r.Context.(*App)
+		sla smodels.SLAPolicy
 	)
-	// Validate time duration strings
-	frt, err := time.ParseDuration(firstRespTime)
-	if err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `first_response_time` duration.", nil, envelope.InputError)
+
+	if err := r.Decode(&sla, "json"); err != nil {
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "decode failed", err.Error(), envelope.InputError)
 	}
-	rt, err := time.ParseDuration(resTime)
-	if err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `resolution_time` duration.", nil, envelope.InputError)
-	}
-	if frt > rt {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "`first_response_time` should be less than `resolution_time`.", nil, envelope.InputError)
-	}
-	if err := app.sla.Create(name, desc, firstRespTime, resTime); err != nil {
+
+	if err := validateSLA(&sla); err != nil {
 		return sendErrorEnvelope(r, err)
 	}
+
+	if err := app.sla.Create(sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.Notifications); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
 	return r.SendEnvelope("SLA created successfully.")
 }

+// handleUpdateSLA updates the SLA with the given ID.
+func handleUpdateSLA(r *fastglue.Request) error {
+	var (
+		app = r.Context.(*App)
+		sla smodels.SLAPolicy
+	)
+
+	id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
+	if err != nil || id == 0 {
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid SLA `id`.", nil, envelope.InputError)
+	}
+
+	if err := r.Decode(&sla, "json"); err != nil {
+		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "decode failed", err.Error(), envelope.InputError)
+	}
+
+	if err := validateSLA(&sla); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
+	if err := app.sla.Update(id, sla.Name, sla.Description, sla.FirstResponseTime, sla.ResolutionTime, sla.Notifications); err != nil {
+		return sendErrorEnvelope(r, err)
+	}
+
+	return r.SendEnvelope("SLA updated successfully.")
+}
+
 // handleDeleteSLA deletes the SLA with the given ID.
 func handleDeleteSLA(r *fastglue.Request) error {
 	var (
@@ -82,33 +105,55 @@ func handleDeleteSLA(r *fastglue.Request) error {
 	return r.SendEnvelope(true)
 }

-// handleUpdateSLA updates the SLA with the given ID.
-func handleUpdateSLA(r *fastglue.Request) error {
-	var (
-		app           = r.Context.(*App)
-		name          = string(r.RequestCtx.PostArgs().Peek("name"))
-		desc          = string(r.RequestCtx.PostArgs().Peek("description"))
-		firstRespTime = string(r.RequestCtx.PostArgs().Peek("first_response_time"))
-		resTime       = string(r.RequestCtx.PostArgs().Peek("resolution_time"))
-	)
-	// Validate time duration strings
-	frt, err := time.ParseDuration(firstRespTime)
-	if err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `first_response_time` duration.", nil, envelope.InputError)
+// validateSLA validates the SLA policy and returns an envelope.Error if any validation fails.
+func validateSLA(sla *smodels.SLAPolicy) error {
+	if sla.Name == "" {
+		return envelope.NewError(envelope.InputError, "SLA `name` is required", nil)
 	}
-	rt, err := time.ParseDuration(resTime)
+	if sla.FirstResponseTime == "" {
+		return envelope.NewError(envelope.InputError, "SLA `first_response_time` is required", nil)
+	}
+	if sla.ResolutionTime == "" {
+		return envelope.NewError(envelope.InputError, "SLA `resolution_time` is required", nil)
+	}
+
+	// Validate notifications if any
+	for _, n := range sla.Notifications {
+		if n.Type == "" {
+			return envelope.NewError(envelope.InputError, "SLA notification `type` is required", nil)
+		}
+		if n.TimeDelayType == "" {
+			return envelope.NewError(envelope.InputError, "SLA notification `time_delay_type` is required", nil)
+		}
+		if n.TimeDelayType != "immediately" {
+			if n.TimeDelay == "" {
+				return envelope.NewError(envelope.InputError, "SLA notification `time_delay` is required", nil)
+			}
+		}
+		if len(n.Recipients) == 0 {
+			return envelope.NewError(envelope.InputError, "SLA notification `recipients` is required", nil)
+		}
+	}
+
+	// Validate time duration strings
+	frt, err := time.ParseDuration(sla.FirstResponseTime)
 	if err != nil {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid `resolution_time` duration.", nil, envelope.InputError)
+		return envelope.NewError(envelope.InputError, "Invalid `first_response_time` duration", nil)
+	}
+	if frt.Minutes() < 1 {
+		return envelope.NewError(envelope.InputError, "`first_response_time` should be greater than 1 minute", nil)
+	}
+
+	rt, err := time.ParseDuration(sla.ResolutionTime)
+	if err != nil {
+		return envelope.NewError(envelope.InputError, "Invalid `resolution_time` duration", nil)
+	}
+	if rt.Minutes() < 1 {
+		return envelope.NewError(envelope.InputError, "`resolution_time` should be greater than 1 minute", nil)
 	}
 	if frt > rt {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "`first_response_time` should be less than `resolution_time`.", nil, envelope.InputError)
+		return envelope.NewError(envelope.InputError, "`first_response_time` should be less than `resolution_time`", nil)
 	}
-	id, err := strconv.Atoi(r.RequestCtx.UserValue("id").(string))
-	if err != nil || id == 0 {
-		return r.SendErrorEnvelope(fasthttp.StatusBadRequest, "Invalid SLA `id`.", nil, envelope.InputError)
-	}
-	if err := app.sla.Update(id, name, desc, firstRespTime, resTime); err != nil {
-		return sendErrorEnvelope(r, err)
-	}
-	return r.SendEnvelope(true)
+
+	return nil
 }
--- a/frontend/src/api/index.js
+++ b/frontend/src/api/index.js
@@ -82,8 +82,16 @@ const deleteBusinessHours = (id) => http.delete(`/api/v1/business-hours/${id}`)

 const getAllSLAs = () => http.get('/api/v1/sla')
 const getSLA = (id) => http.get(`/api/v1/sla/${id}`)
-const createSLA = (data) => http.post('/api/v1/sla', data)
-const updateSLA = (id, data) => http.put(`/api/v1/sla/${id}`, data)
+const createSLA = (data) => http.post('/api/v1/sla', data, {
+  headers: {
+    'Content-Type': 'application/json'
+  }
+})
+const updateSLA = (id, data) => http.put(`/api/v1/sla/${id}`, data, {
+  headers: {
+    'Content-Type': 'application/json'
+  }
+})
 const deleteSLA = (id) => http.delete(`/api/v1/sla/${id}`)
 const createOIDC = (data) =>
  http.post('/api/v1/oidc', data, {
--- a/frontend/src/features/admin/sla/formSchema.js
+++ b/frontend/src/features/admin/sla/formSchema.js
@@ -5,15 +5,11 @@ export const formSchema = z.object({
    name: z
        .string()
        .min(1, { message: 'Name is required' })
-        .max(255, {
-            message: 'Name must be at most 255 characters.'
-        }),
+        .max(255, { message: 'Name must be at most 255 characters.' }),
    description: z
        .string()
        .min(1, { message: 'Description is required' })
-        .max(255, {
-            message: 'Description must be at most 255 characters.'
-        }),
+        .max(255, { message: 'Description must be at most 255 characters.' }),
    first_response_time: z.string().refine(isGoHourMinuteDuration, {
        message:
            'Invalid duration format. Should be a number followed by h (hours), m (minutes).'
@@ -22,4 +18,37 @@ export const formSchema = z.object({
        message:
            'Invalid duration format. Should be a number followed by h (hours), m (minutes).'
    }),
+    notifications: z
+        .array(
+            z
+                .object({
+                    type: z.enum(['breach', 'warning']),
+                    time_delay_type: z.enum(['immediately', 'after', 'before']),
+                    time_delay: z.string().optional(),
+                    recipients: z
+                        .array(z.string())
+                        .min(1, { message: 'At least one recipient is required' })
+                })
+                .superRefine((obj, ctx) => {
+                    if (obj.time_delay_type !== 'immediately') {
+                        if (!obj.time_delay || obj.time_delay === '') {
+                            ctx.addIssue({
+                                code: z.ZodIssueCode.custom,
+                                message:
+                                    'Delay is required',
+                                path: ['time_delay']
+                            })
+                        } else if (!isGoHourMinuteDuration(obj.time_delay)) {
+                            ctx.addIssue({
+                                code: z.ZodIssueCode.custom,
+                                message:
+                                    'Invalid duration format. Should be a number followed by h (hours), m (minutes).',
+                                path: ['time_delay']
+                            })
+                        }
+                    }
+                })
+        )
+        .optional()
+        .default([])
 })
--- a/frontend/src/views/admin/sla/CreateEditSLA.vue
+++ b/frontend/src/views/admin/sla/CreateEditSLA.vue
@@ -1,14 +1,18 @@
 <template>
-    <div class="mb-5">
-        <CustomBreadcrumb :links="breadcrumbLinks" />
-    </div>
-    <Spinner v-if="isLoading"></Spinner>
-    <SLAForm :initial-values="slaData" :submitForm="submitForm" :isNewForm="isNewForm"
-        :class="{ 'opacity-50 transition-opacity duration-300': isLoading }" :isLoading="formLoading" />
+  <div class="mb-5">
+    <CustomBreadcrumb :links="breadcrumbLinks" />
+  </div>
+  <Spinner v-if="isLoading"></Spinner>
+  <SLAForm
+    :initial-values="slaData"
+    :submitForm="submitForm"
+    :class="{ 'opacity-50 transition-opacity duration-300': isLoading }"
+    :isLoading="formLoading"
+  />
 </template>

 <script setup>
-import { onMounted, ref, computed } from 'vue'
+import { onMounted, ref } from 'vue'
 import api from '@/api'
 import SLAForm from '@/features/admin/sla/SLAForm.vue'
 import { useRouter } from 'vue-router'
@@ -24,68 +28,64 @@ const isLoading = ref(false)
 const formLoading = ref(false)
 const router = useRouter()
 const props = defineProps({
-    id: {
-        type: String,
-        required: false
-    }
+  id: {
+    type: String,
+    required: false
+  }
 })

 const submitForm = async (values) => {
-    try {
-        formLoading.value = true
-        if (props.id) {
-            await api.updateSLA(props.id, values)
-            emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-                title: 'Success',
-                description: 'SLA updated successfully',
-            })
-        } else {
-            await api.createSLA(values)
-            emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-                title: 'Success',
-                description: 'SLA created successfully',
-            })
-            router.push({ name: 'sla-list' })
-        }
-    } catch (error) {
-        emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-            title: 'Could not save SLA',
-            variant: 'destructive',
-            description: handleHTTPError(error).message
-        })
-    } finally {
-        formLoading.value = false
+  try {
+    formLoading.value = true
+    if (props.id) {
+      await api.updateSLA(props.id, values)
+      emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+        title: 'Success',
+        description: 'SLA updated successfully'
+      })
+    } else {
+      await api.createSLA(values)
+      emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+        title: 'Success',
+        description: 'SLA created successfully'
+      })
+      router.push({ name: 'sla-list' })
    }
+  } catch (error) {
+    emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+      title: 'Could not save SLA',
+      variant: 'destructive',
+      description: handleHTTPError(error).message
+    })
+  } finally {
+    formLoading.value = false
+  }
 }

 const breadCrumLabel = () => {
-    return props.id ? 'Edit' : 'New'
+  return props.id ? 'Edit' : 'New'
 }

-const isNewForm = computed(() => {
-    return props.id ? false : true
-})
-
 const breadcrumbLinks = [
-    { path: 'sla-list', label: 'SLA' },
-    { path: '', label: breadCrumLabel() }
+  { path: 'sla-list', label: 'SLA' },
+  { path: '', label: breadCrumLabel() }
 ]

 onMounted(async () => {
-    if (props.id) {
-        try {
-            isLoading.value = true
-            const resp = await api.getSLA(props.id)
-            slaData.value = resp.data.data
-        } catch (error) {
-            emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
-                title: 'Could not fetch SLA',
-                variant: 'destructive',
-                description: handleHTTPError(error).message
-            })
-        } finally {
-            isLoading.value = false
-        }
+  if (props.id) {
+    try {
+      isLoading.value = true
+      const resp = await api.getSLA(props.id)
+      slaData.value = resp.data.data
+    } catch (error) {
+      emitter.emit(EMITTER_EVENTS.SHOW_TOAST, {
+        title: 'Could not fetch SLA',
+        variant: 'destructive',
+        description: handleHTTPError(error).message
+      })
+    } finally {
+      isLoading.value = false
    }
+  }
 })
-</script>
+</script>
--- a/internal/sla/models/models.go
+++ b/internal/sla/models/models.go
@@ -1,27 +1,76 @@
 package models

 import (
+	"database/sql/driver"
+	"encoding/json"
+	"fmt"
 	"time"

+	"github.com/lib/pq"
 	"github.com/volatiletech/null/v9"
 )

 // SLAPolicy represents a service level agreement policy definition
 type SLAPolicy struct {
-	ID                int       `db:"id" json:"id"`
-	CreatedAt         time.Time `db:"created_at" json:"created_at"`
-	UpdatedAt         time.Time `db:"updated_at" json:"updated_at"`
-	Name              string    `db:"name" json:"name"`
-	Description       string    `db:"description" json:"description"`
-	FirstResponseTime string    `db:"first_response_time" json:"first_response_time"`
-	EveryResponseTime string    `db:"every_response_time" json:"every_response_time"`
-	ResolutionTime    string    `db:"resolution_time" json:"resolution_time"`
+	ID                int              `db:"id" json:"id"`
+	CreatedAt         time.Time        `db:"created_at" json:"created_at"`
+	UpdatedAt         time.Time        `db:"updated_at" json:"updated_at"`
+	Name              string           `db:"name" json:"name"`
+	Description       string           `db:"description" json:"description,omitempty"`
+	FirstResponseTime string           `db:"first_response_time" json:"first_response_time,omitempty"`
+	EveryResponseTime string           `db:"every_response_time" json:"every_response_time,omitempty"`
+	ResolutionTime    string           `db:"resolution_time" json:"resolution_time,omitempty"`
+	Notifications     SlaNotifications `db:"notifications" json:"notifications,omitempty"`
 }

-// AppliedSLA represents an SLA policy applied to a conversation with its deadlines and breach status
+type SlaNotifications []SlaNotification
+
+// Value implements the driver.Valuer interface.
+func (sn SlaNotifications) Value() (driver.Value, error) {
+	return json.Marshal(sn)
+}
+
+// Scan implements the sql.Scanner interface.
+func (sn *SlaNotifications) Scan(src any) error {
+	var data []byte
+
+	switch v := src.(type) {
+	case string:
+		data = []byte(v)
+	case []byte:
+		data = v
+	default:
+		return fmt.Errorf("unsupported type: %T", src)
+	}
+	return json.Unmarshal(data, sn)
+}
+
+// SlaNotification represents the notification settings for an SLA policy
+type SlaNotification struct {
+	Type          string   `db:"type" json:"type"`
+	Recipients    []string `db:"recipients" json:"recipients"`
+	TimeDelay     string   `db:"time_delay" json:"time_delay"`
+	TimeDelayType string   `db:"time_delay_type" json:"time_delay_type"`
+}
+
+// ScheduledSLANotification represents a scheduled SLA notification
+type ScheduledSLANotification struct {
+	ID               int            `db:"id" json:"id"`
+	CreatedAt        time.Time      `db:"created_at" json:"created_at"`
+	UpdatedAt        time.Time      `db:"updated_at" json:"updated_at"`
+	AppliedSLAID     int            `db:"applied_sla_id" json:"applied_sla_id"`
+	Metric           string         `db:"metric" json:"metric"`
+	NotificationType string         `db:"notification_type" json:"notification_type"`
+	Recipients       pq.StringArray `db:"recipients" json:"recipients"`
+	SendAt           time.Time      `db:"send_at" json:"send_at"`
+	ProcessedAt      null.Time      `db:"processed_at" json:"processed_at,omitempty"`
+}
+
+// AppliedSLA represents an SLA policy applied to a conversation
 type AppliedSLA struct {
 	ID                      int       `db:"id"`
 	CreatedAt               time.Time `db:"created_at"`
+	Status                  string    `db:"status"`
 	ConversationID          int       `db:"conversation_id"`
 	SLAPolicyID             int       `db:"sla_policy_id"`
 	FirstResponseDeadlineAt time.Time `db:"first_response_deadline_at"`
@@ -31,6 +80,11 @@ type AppliedSLA struct {
 	FirstResponseMetAt      null.Time `db:"first_response_met_at"`
 	ResolutionMetAt         null.Time `db:"resolution_met_at"`

+	// Conversation fields.
 	ConversationFirstResponseAt null.Time `db:"conversation_first_response_at"`
 	ConversationResolvedAt      null.Time `db:"conversation_resolved_at"`
+	ConversationUUID            string    `db:"conversation_uuid"`
+	ConversationReferenceNumber string    `db:"conversation_reference_number"`
+	ConversationSubject         string    `db:"conversation_subject"`
+	ConversationAssignedUserID  null.Int  `db:"conversation_assigned_user_id"`
 }
--- a/internal/sla/queries.sql
+++ b/internal/sla/queries.sql
@@ -1,19 +1,17 @@
 -- name: get-sla-policy
-SELECT * FROM sla_policies WHERE id = $1;
+SELECT id, name, description, first_response_time, resolution_time, notifications, created_at, updated_at FROM sla_policies WHERE id = $1;

 -- name: get-all-sla-policies
-SELECT * FROM sla_policies ORDER BY updated_at DESC;
+SELECT id, name, created_at, updated_at FROM sla_policies ORDER BY updated_at DESC;

 -- name: insert-sla-policy
 INSERT INTO sla_policies (
   name,
   description, 
   first_response_time,
-   resolution_time
-) VALUES ($1, $2, $3, $4);
-
-- name: delete-sla-policy
-DELETE FROM sla_policies WHERE id = $1;
+   resolution_time,
+   notifications
+) VALUES ($1, $2, $3, $4, $5);

 -- name: update-sla-policy
 UPDATE sla_policies SET
@@ -21,30 +19,33 @@ UPDATE sla_policies SET
   description = $3,
   first_response_time = $4,
   resolution_time = $5,
+   notifications = $6,
   updated_at = NOW()
 WHERE id = $1;

+-- name: delete-sla-policy
+DELETE FROM sla_policies WHERE id = $1;
+
 -- name: apply-sla
 WITH new_sla AS (
- INSERT INTO applied_slas (
-   conversation_id,
-   sla_policy_id,
-   first_response_deadline_at,
-   resolution_deadline_at
- ) VALUES ($1, $2, $3, $4)
- RETURNING conversation_id
+  INSERT INTO applied_slas (
+    conversation_id,
+    sla_policy_id,
+    first_response_deadline_at,
+    resolution_deadline_at
+  ) VALUES ($1, $2, $3, $4)
+  RETURNING conversation_id, id
 )
-UPDATE conversations 
+UPDATE conversations c
 SET sla_policy_id = $2,
-next_sla_deadline_at = LEAST(
-   NULLIF($3, NULL),
-   NULLIF($4, NULL)
-)
-WHERE id IN (SELECT conversation_id FROM new_sla);
+    next_sla_deadline_at = LEAST($3, $4)
+FROM new_sla ns
+WHERE c.id = ns.conversation_id
+RETURNING ns.id;

 -- name: get-pending-slas
 -- Get all the applied SLAs (applied to a conversation) that are pending
-SELECT a.id, a.first_response_deadline_at, c.first_reply_at as conversation_first_response_at,
+SELECT a.id, a.first_response_deadline_at, c.first_reply_at as conversation_first_response_at, a.sla_policy_id,
 a.resolution_deadline_at, c.resolved_at as conversation_resolved_at, c.id as conversation_id, a.first_response_met_at, a.resolution_met_at, a.first_response_breached_at, a.resolution_breached_at
 FROM applied_slas a 
 JOIN conversations c ON a.conversation_id = c.id and c.sla_policy_id = a.sla_policy_id
@@ -90,3 +91,45 @@ SET
  END,
  updated_at = NOW()
 WHERE applied_slas.id = $1;
+
+-- name: insert-scheduled-sla-notification
+INSERT INTO scheduled_sla_notifications (
+   applied_sla_id,
+   metric,
+   notification_type,
+   recipients,
+   send_at
+) VALUES ($1, $2, $3, $4, $5);
+
+-- name: get-scheduled-sla-notifications
+SELECT id, created_at, updated_at, applied_sla_id, metric, notification_type, recipients, send_at, processed_at
+FROM scheduled_sla_notifications
+WHERE send_at <= NOW() AND processed_at IS NULL;
+
+-- name: get-applied-sla
+SELECT a.id,
+   a.created_at,
+   a.updated_at,
+   a.conversation_id,
+   a.sla_policy_id,
+   a.first_response_deadline_at,
+   a.resolution_deadline_at,
+   a.first_response_met_at,
+   a.resolution_met_at,
+   a.first_response_breached_at,
+   a.resolution_breached_at,
+   a.status,
+   c.first_reply_at as conversation_first_response_at,
+   c.resolved_at as conversation_resolved_at,
+   c.uuid as conversation_uuid,
+   c.reference_number as conversation_reference_number,
+   c.subject as conversation_subject,
+   c.assigned_user_id as conversation_assigned_user_id
+FROM applied_slas a inner join conversations c on a.conversation_id = c.id
+WHERE a.id = $1;
+
+-- name: mark-notification-processed
+UPDATE scheduled_sla_notifications
+SET processed_at = NOW(),
+      updated_at = NOW()
+WHERE id = $1;
--- a/internal/sla/sla.go
+++ b/internal/sla/sla.go
@@ -2,6 +2,7 @@ package sla

 import (
 	"context"
+	"database/sql"
 	"embed"
 	"encoding/json"
 	"fmt"
@@ -9,14 +10,19 @@ import (
 	"sync"
 	"time"

-	businessHours "github.com/abhinavxd/libredesk/internal/business_hours"
+	businesshours "github.com/abhinavxd/libredesk/internal/business_hours"
 	bmodels "github.com/abhinavxd/libredesk/internal/business_hours/models"
 	"github.com/abhinavxd/libredesk/internal/dbutil"
 	"github.com/abhinavxd/libredesk/internal/envelope"
+	notifier "github.com/abhinavxd/libredesk/internal/notification"
 	models "github.com/abhinavxd/libredesk/internal/sla/models"
+	"github.com/abhinavxd/libredesk/internal/stringutil"
 	tmodels "github.com/abhinavxd/libredesk/internal/team/models"
+	"github.com/abhinavxd/libredesk/internal/template"
+	umodels "github.com/abhinavxd/libredesk/internal/user/models"
 	"github.com/jmoiron/sqlx"
 	"github.com/jmoiron/sqlx/types"
+	"github.com/lib/pq"
 	"github.com/volatiletech/null/v9"
 	"github.com/zerodha/logf"
 )
@@ -27,17 +33,28 @@ var (
 )

 const (
-	SLATypeFirstResponse = "first_response"
-	SLATypeResolution    = "resolution"
+	MetricFirstResponse = "first_response"
+	MetricsResolution   = "resolution"
+
+	NotificationTypeWarning = "warning"
+	NotificationTypeBreach  = "breach"
 )

+var metricLabels = map[string]string{
+	MetricFirstResponse: "First Response",
+	MetricsResolution:   "Resolution",
+}
+
 // Manager manages SLA policies and calculations.
 type Manager struct {
 	q                queries
 	lo               *logf.Logger
 	teamStore        teamStore
+	userStore        userStore
 	appSettingsStore appSettingsStore
 	businessHrsStore businessHrsStore
+	notifier         *notifier.Service
+	template         *template.Manager
 	wg               sync.WaitGroup
 	opts             Opts
 }
@@ -54,10 +71,20 @@ type Deadlines struct {
 	Resolution    time.Time
 }

+// Breaches holds the breach timestamps for an SLA policy.
+type Breaches struct {
+	FirstResponse time.Time
+	Resolution    time.Time
+}
+
 type teamStore interface {
 	Get(id int) (tmodels.Team, error)
 }

+type userStore interface {
+	GetAgent(int) (umodels.User, error)
+}
+
 type appSettingsStore interface {
 	GetByPrefix(prefix string) (types.JSONText, error)
 }
@@ -68,32 +95,39 @@ type businessHrsStore interface {

 // queries hold prepared SQL queries.
 type queries struct {
-	GetSLA             *sqlx.Stmt `query:"get-sla-policy"`
-	GetAllSLA          *sqlx.Stmt `query:"get-all-sla-policies"`
-	InsertSLA          *sqlx.Stmt `query:"insert-sla-policy"`
-	DeleteSLA          *sqlx.Stmt `query:"delete-sla-policy"`
-	UpdateSLA          *sqlx.Stmt `query:"update-sla-policy"`
-	ApplySLA           *sqlx.Stmt `query:"apply-sla"`
-	GetPendingSLAs     *sqlx.Stmt `query:"get-pending-slas"`
-	UpdateBreach       *sqlx.Stmt `query:"update-breach"`
-	UpdateMet          *sqlx.Stmt `query:"update-met"`
-	SetNextSLADeadline *sqlx.Stmt `query:"set-next-sla-deadline"`
-	UpdateSLAStatus    *sqlx.Stmt `query:"update-sla-status"`
+	GetSLA                         *sqlx.Stmt `query:"get-sla-policy"`
+	GetAllSLA                      *sqlx.Stmt `query:"get-all-sla-policies"`
+	GetAppliedSLA                  *sqlx.Stmt `query:"get-applied-sla"`
+	GetScheduledSLANotifications   *sqlx.Stmt `query:"get-scheduled-sla-notifications"`
+	InsertScheduledSLANotification *sqlx.Stmt `query:"insert-scheduled-sla-notification"`
+	InsertSLA                      *sqlx.Stmt `query:"insert-sla-policy"`
+	DeleteSLA                      *sqlx.Stmt `query:"delete-sla-policy"`
+	UpdateSLA                      *sqlx.Stmt `query:"update-sla-policy"`
+	ApplySLA                       *sqlx.Stmt `query:"apply-sla"`
+	GetPendingSLAs                 *sqlx.Stmt `query:"get-pending-slas"`
+	UpdateBreach                   *sqlx.Stmt `query:"update-breach"`
+	UpdateMet                      *sqlx.Stmt `query:"update-met"`
+	SetNextSLADeadline             *sqlx.Stmt `query:"set-next-sla-deadline"`
+	UpdateSLAStatus                *sqlx.Stmt `query:"update-sla-status"`
+	MarkNotificationProcessed      *sqlx.Stmt `query:"mark-notification-processed"`
 }

 // New creates a new SLA manager.
-func New(opts Opts, teamStore teamStore, appSettingsStore appSettingsStore, businessHrsStore businessHrsStore) (*Manager, error) {
+func New(opts Opts, teamStore teamStore, appSettingsStore appSettingsStore, businessHrsStore businessHrsStore, notifier *notifier.Service, template *template.Manager, userStore userStore) (*Manager, error) {
 	var q queries
 	if err := dbutil.ScanSQLFile("queries.sql", &q, opts.DB, efs); err != nil {
 		return nil, err
 	}
-	return &Manager{q: q, lo: opts.Lo, teamStore: teamStore, appSettingsStore: appSettingsStore, businessHrsStore: businessHrsStore, opts: opts}, nil
+	return &Manager{q: q, lo: opts.Lo, teamStore: teamStore, appSettingsStore: appSettingsStore, businessHrsStore: businessHrsStore, notifier: notifier, template: template, userStore: userStore, opts: opts}, nil
 }

 // Get retrieves an SLA by ID.
 func (m *Manager) Get(id int) (models.SLAPolicy, error) {
 	var sla models.SLAPolicy
 	if err := m.q.GetSLA.Get(&sla, id); err != nil {
+		if err == sql.ErrNoRows {
+			return sla, envelope.NewError(envelope.NotFoundError, "SLA not found", nil)
+		}
 		m.lo.Error("error fetching SLA", "error", err)
 		return sla, envelope.NewError(envelope.GeneralError, "Error fetching SLA", nil)
 	}
@@ -111,14 +145,23 @@ func (m *Manager) GetAll() ([]models.SLAPolicy, error) {
 }

 // Create creates a new SLA policy.
-func (m *Manager) Create(name, description string, firstResponseTime, resolutionTime string) error {
-	if _, err := m.q.InsertSLA.Exec(name, description, firstResponseTime, resolutionTime); err != nil {
+func (m *Manager) Create(name, description string, firstResponseTime, resolutionTime string, notifications models.SlaNotifications) error {
+	if _, err := m.q.InsertSLA.Exec(name, description, firstResponseTime, resolutionTime, notifications); err != nil {
 		m.lo.Error("error inserting SLA", "error", err)
 		return envelope.NewError(envelope.GeneralError, "Error creating SLA", nil)
 	}
 	return nil
 }

+// Update updates a SLA policy.
+func (m *Manager) Update(id int, name, description string, firstResponseTime, resolutionTime string, notifications models.SlaNotifications) error {
+	if _, err := m.q.UpdateSLA.Exec(id, name, description, firstResponseTime, resolutionTime, notifications); err != nil {
+		m.lo.Error("error updating SLA", "error", err)
+		return envelope.NewError(envelope.GeneralError, "Error updating SLA", nil)
+	}
+	return nil
+}
+
 // Delete deletes an SLA policy.
 func (m *Manager) Delete(id int) error {
 	if _, err := m.q.DeleteSLA.Exec(id); err != nil {
@@ -128,69 +171,8 @@ func (m *Manager) Delete(id int) error {
 	return nil
 }

-// Update updates an existing SLA policy.
-func (m *Manager) Update(id int, name, description string, firstResponseTime, resolutionTime string) error {
-	if _, err := m.q.UpdateSLA.Exec(id, name, description, firstResponseTime, resolutionTime); err != nil {
-		m.lo.Error("error updating SLA", "error", err)
-		return envelope.NewError(envelope.GeneralError, "Error updating SLA", nil)
-	}
-	return nil
-}
-
-// getBusinessHoursAndTimezone returns the business hours ID and timezone for a team, falling back to app settings.
-func (m *Manager) getBusinessHoursAndTimezone(assignedTeamID int) (bmodels.BusinessHours, string, error) {
-	var (
-		businessHrsID int
-		timezone      string
-		bh            bmodels.BusinessHours
-	)
-
-	// Fetch from team if assignedTeamID is provided.
-	if assignedTeamID != 0 {
-		team, err := m.teamStore.Get(assignedTeamID)
-		if err != nil {
-			return bh, "", err
-		}
-		businessHrsID = team.BusinessHoursID.Int
-		timezone = team.Timezone
-	}
-
-	// Else fetch from app settings, this is System default.
-	if businessHrsID == 0 || timezone == "" {
-		settingsJ, err := m.appSettingsStore.GetByPrefix("app")
-		if err != nil {
-			return bh, "", err
-		}
-
-		var out map[string]interface{}
-		if err := json.Unmarshal([]byte(settingsJ), &out); err != nil {
-			return bh, "", fmt.Errorf("parsing settings: %v", err)
-		}
-
-		businessHrsIDStr, _ := out["app.business_hours_id"].(string)
-		businessHrsID, _ = strconv.Atoi(businessHrsIDStr)
-		timezone, _ = out["app.timezone"].(string)
-	}
-
-	// If still not found, return error.
-	if businessHrsID == 0 || timezone == "" {
-		return bh, "", fmt.Errorf("business hours or timezone not configured")
-	}
-
-	bh, err := m.businessHrsStore.Get(businessHrsID)
-	if err != nil {
-		if err == businessHours.ErrBusinessHoursNotFound {
-			m.lo.Warn("business hours not found", "team_id", assignedTeamID)
-			return bh, "", fmt.Errorf("business hours not found")
-		}
-		m.lo.Error("error fetching business hours for SLA", "error", err)
-		return bh, "", err
-	}
-	return bh, timezone, nil
-}
-
-// CalculateDeadline calculates the deadline for a given start time and duration.
-func (m *Manager) CalculateDeadlines(startTime time.Time, slaPolicyID, assignedTeamID int) (Deadlines, error) {
+// GetDeadlines returns the deadline for a given start time, sla policy and assigned team.
+func (m *Manager) GetDeadlines(startTime time.Time, slaPolicyID, assignedTeamID int) (Deadlines, error) {
 	var deadlines Deadlines

 	businessHrs, timezone, err := m.getBusinessHoursAndTimezone(assignedTeamID)
@@ -230,27 +212,37 @@ func (m *Manager) CalculateDeadlines(startTime time.Time, slaPolicyID, assignedT
 	return deadlines, nil
 }

-// ApplySLA applies an SLA policy to a conversation.
+// ApplySLA applies an SLA policy to a conversation by calculating and setting the deadlines.
 func (m *Manager) ApplySLA(startTime time.Time, conversationID, assignedTeamID, slaPolicyID int) (models.SLAPolicy, error) {
 	var sla models.SLAPolicy

-	deadlines, err := m.CalculateDeadlines(startTime, slaPolicyID, assignedTeamID)
+	// Get deadlines for the SLA policy and assigned team.
+	deadlines, err := m.GetDeadlines(startTime, slaPolicyID, assignedTeamID)
 	if err != nil {
 		return sla, err
 	}
-	if _, err := m.q.ApplySLA.Exec(
+
+	// Insert applied SLA entry.
+	var appliedSLAID int
+	if err := m.q.ApplySLA.QueryRowx(
 		conversationID,
 		slaPolicyID,
 		deadlines.FirstResponse,
 		deadlines.Resolution,
-	); err != nil {
+	).Scan(&appliedSLAID); err != nil {
 		m.lo.Error("error applying SLA", "error", err)
 		return sla, envelope.NewError(envelope.GeneralError, "Error applying SLA", nil)
 	}
+
 	sla, err = m.Get(slaPolicyID)
 	if err != nil {
 		return sla, err
 	}
+
+	// Schedule SLA notifications if there are any, SLA breaches did not happen yet as this is the first time SLA is applied.
+	// So, only schedule SLA breach warnings.
+	m.createNotificationSchedule(sla.Notifications, appliedSLAID, deadlines, Breaches{})
+
 	return sla, nil
 }

@@ -275,14 +267,293 @@ func (m *Manager) Run(ctx context.Context, evalInterval time.Duration) {
 	}
 }

+// SendNotifications picks scheduled SLA notifications from the database and sends them to agents as emails.
+func (m *Manager) SendNotifications(ctx context.Context) error {
+	for {
+		select {
+		case <-ctx.Done():
+			return ctx.Err()
+		default:
+			var notifications []models.ScheduledSLANotification
+			if err := m.q.GetScheduledSLANotifications.SelectContext(ctx, &notifications); err != nil {
+				if err == ctx.Err() {
+					return err
+				}
+				m.lo.Error("error fetching scheduled SLA notifications", "error", err)
+			} else {
+				m.lo.Debug("found scheduled SLA notifications", "count", len(notifications))
+				for _, notification := range notifications {
+					// Exit early if context is done.
+					select {
+					case <-ctx.Done():
+						return ctx.Err()
+					default:
+						if err := m.SendNotification(notification); err != nil {
+							m.lo.Error("error sending notification", "error", err)
+						}
+					}
+				}
+				if len(notifications) > 0 {
+					m.lo.Debug("sent SLA notifications", "count", len(notifications))
+				}
+			}
+
+			// Sleep for short duration to avoid hammering the database.
+			time.Sleep(30 * time.Second)
+		}
+	}
+}
+
+// SendNotification sends a SLA notification to agents.
+func (m *Manager) SendNotification(scheduledNotification models.ScheduledSLANotification) error {
+	var appliedSLA models.AppliedSLA
+	if err := m.q.GetAppliedSLA.Get(&appliedSLA, scheduledNotification.AppliedSLAID); err != nil {
+		m.lo.Error("error fetching applied SLA", "error", err)
+		return fmt.Errorf("fetching applied SLA for notification: %w", err)
+	}
+
+	// Send to all recipients (agents).
+	for _, recipientS := range scheduledNotification.Recipients {
+		// Check if SLA is already met, if met for the metric, skip the notification and mark the notification as processed.
+		switch scheduledNotification.Metric {
+		case MetricFirstResponse:
+			if appliedSLA.FirstResponseMetAt.Valid {
+				m.lo.Debug("skipping notification as first response is already met", "applied_sla_id", appliedSLA.ID)
+				if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+					m.lo.Error("error marking notification as processed", "error", err)
+				}
+				continue
+			}
+		case MetricsResolution:
+			if appliedSLA.ResolutionMetAt.Valid {
+				m.lo.Debug("skipping notification as resolution is already met", "applied_sla_id", appliedSLA.ID)
+				if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+					m.lo.Error("error marking notification as processed", "error", err)
+				}
+				continue
+			}
+		default:
+			m.lo.Error("unknown metric type", "metric", scheduledNotification.Metric)
+			continue
+		}
+
+		// Get recipient agent, recipient can be a specific agent or assigned user.
+		recipientID, err := strconv.Atoi(recipientS)
+		if recipientS == "assigned_user" {
+			recipientID = appliedSLA.ConversationAssignedUserID.Int
+		} else if err != nil {
+			m.lo.Error("error parsing recipient ID", "error", err, "recipient_id", recipientS)
+			continue
+		}
+		agent, err := m.userStore.GetAgent(recipientID)
+		if err != nil {
+			m.lo.Error("error fetching agent for SLA notification", "recipient_id", recipientID, "error", err)
+			continue
+		}
+
+		var (
+			dueIn, overdueBy string
+			tmpl             string
+		)
+		// Set the template based on the notification type.
+		switch scheduledNotification.NotificationType {
+		case NotificationTypeBreach:
+			tmpl = template.TmplSLABreached
+		case NotificationTypeWarning:
+			tmpl = template.TmplSLABreachWarning
+		default:
+			m.lo.Error("unknown notification type", "notification_type", scheduledNotification.NotificationType)
+			return fmt.Errorf("unknown notification type: %s", scheduledNotification.NotificationType)
+		}
+
+		// Set the dueIn and overdueBy values based on the metric.
+		// These are relative to the current time as setting exact time would require agent's timezone.
+		getFriendlyDuration := func(target time.Time) string {
+			d := time.Until(target)
+			if d < 0 {
+				return "Overdue by " + stringutil.FormatDuration(-d, false)
+			}
+			return stringutil.FormatDuration(d, false)
+		}
+
+		switch scheduledNotification.Metric {
+		case MetricFirstResponse:
+			dueIn = getFriendlyDuration(appliedSLA.FirstResponseDeadlineAt)
+			overdueBy = getFriendlyDuration(appliedSLA.FirstResponseBreachedAt.Time)
+		case MetricsResolution:
+			dueIn = getFriendlyDuration(appliedSLA.ResolutionDeadlineAt)
+			overdueBy = getFriendlyDuration(appliedSLA.ResolutionBreachedAt.Time)
+		default:
+			m.lo.Error("unknown metric type", "metric", scheduledNotification.Metric)
+			return fmt.Errorf("unknown metric type: %s", scheduledNotification.Metric)
+		}
+
+		// Set the metric label.
+		var metricLabel string
+		if label, ok := metricLabels[scheduledNotification.Metric]; ok {
+			metricLabel = label
+		}
+
+		// Render the email template.
+		content, subject, err := m.template.RenderStoredEmailTemplate(tmpl,
+			map[string]any{
+				"SLA": map[string]any{
+					"DueIn":     dueIn,
+					"OverdueBy": overdueBy,
+					"Metric":    metricLabel,
+				},
+				"Conversation": map[string]any{
+					"ReferenceNumber": appliedSLA.ConversationReferenceNumber,
+					"Subject":         appliedSLA.ConversationSubject,
+					"Priority":        "",
+					"UUID":            appliedSLA.ConversationUUID,
+				},
+				"Agent": map[string]any{
+					"FirstName": agent.FirstName,
+					"LastName":  agent.LastName,
+					"FullName":  agent.FullName(),
+					"Email":     agent.Email,
+				},
+				"Recipient": map[string]any{
+					"FirstName": agent.FirstName,
+					"LastName":  agent.LastName,
+					"FullName":  agent.FullName(),
+					"Email":     agent.Email,
+				},
+			})
+
+		if err != nil {
+			m.lo.Error("error rendering email template", "template", template.TmplConversationAssigned, "scheduled_notification_id", scheduledNotification.ID, "error", err)
+			continue
+		}
+
+		// Enqueue email notification.
+		if err := m.notifier.Send(notifier.Message{
+			RecipientEmails: []string{
+				agent.Email.String,
+			},
+			Subject:  subject,
+			Content:  content,
+			Provider: notifier.ProviderEmail,
+		}); err != nil {
+			m.lo.Error("error sending email notification", "error", err)
+		}
+
+		// Set the notification as processed.
+		if _, err := m.q.MarkNotificationProcessed.Exec(scheduledNotification.ID); err != nil {
+			m.lo.Error("error marking notification as processed", "error", err)
+		}
+	}
+	return nil
+}
+
 // Close closes the SLA evaluation loop by stopping the worker pool.
 func (m *Manager) Close() error {
 	m.wg.Wait()
 	return nil
 }

-// evaluatePendingSLAs fetches unbreached SLAs and evaluates them.
-// Here evaluation means checking if the SLA deadlines have been met or breached and updating timestamps accordingly.
+// getBusinessHoursAndTimezone returns the business hours ID and timezone for a team, falling back to app settings i.e. default helpdesk settings.
+func (m *Manager) getBusinessHoursAndTimezone(assignedTeamID int) (bmodels.BusinessHours, string, error) {
+	var (
+		businessHrsID int
+		timezone      string
+		bh            bmodels.BusinessHours
+	)
+
+	// Fetch from team if assignedTeamID is provided.
+	if assignedTeamID != 0 {
+		team, err := m.teamStore.Get(assignedTeamID)
+		if err == nil {
+			businessHrsID = team.BusinessHoursID.Int
+			timezone = team.Timezone
+		}
+	}
+
+	// Else fetch from app settings, this is System default.
+	if businessHrsID == 0 || timezone == "" {
+		settingsJ, err := m.appSettingsStore.GetByPrefix("app")
+		if err != nil {
+			return bh, "", err
+		}
+
+		var out map[string]interface{}
+		if err := json.Unmarshal([]byte(settingsJ), &out); err != nil {
+			return bh, "", fmt.Errorf("parsing settings: %v", err)
+		}
+
+		businessHrsIDStr, _ := out["app.business_hours_id"].(string)
+		businessHrsID, _ = strconv.Atoi(businessHrsIDStr)
+		timezone, _ = out["app.timezone"].(string)
+	}
+
+	// If still not found, return error.
+	if businessHrsID == 0 || timezone == "" {
+		return bh, "", fmt.Errorf("business hours or timezone not configured")
+	}
+
+	bh, err := m.businessHrsStore.Get(businessHrsID)
+	if err != nil {
+		if err == businesshours.ErrBusinessHoursNotFound {
+			m.lo.Warn("business hours not found", "team_id", assignedTeamID)
+			return bh, "", fmt.Errorf("business hours not found")
+		}
+		m.lo.Error("error fetching business hours for SLA", "error", err)
+		return bh, "", err
+	}
+	return bh, timezone, nil
+}
+
+// createNotificationSchedule creates a notification schedule in database for the applied SLA.
+func (m *Manager) createNotificationSchedule(notifications models.SlaNotifications, appliedSLAID int, deadlines Deadlines, breaches Breaches) {
+	scheduleNotification := func(sendAt time.Time, metric, notifType string, recipients []string) {
+		if sendAt.Before(time.Now().Add(-5 * time.Minute)) {
+			m.lo.Debug("skipping scheduling notification as it is in the past", "send_at", sendAt)
+			return
+		}
+
+		if _, err := m.q.InsertScheduledSLANotification.Exec(appliedSLAID, metric, notifType, pq.Array(recipients), sendAt); err != nil {
+			m.lo.Error("error inserting scheduled SLA notification", "error", err)
+		}
+	}
+
+	// Insert scheduled entries for each notification.
+	for _, notif := range notifications {
+		var (
+			delayDur time.Duration
+			err      error
+		)
+
+		// No delay for immediate notifications.
+		if notif.TimeDelayType == "immediately" {
+			delayDur = 0
+		} else {
+			delayDur, err = time.ParseDuration(notif.TimeDelay)
+			if err != nil {
+				m.lo.Error("error parsing sla notification delay", "error", err)
+				continue
+			}
+		}
+
+		if notif.Type == NotificationTypeWarning {
+			if !deadlines.FirstResponse.IsZero() {
+				scheduleNotification(deadlines.FirstResponse.Add(-delayDur), MetricFirstResponse, notif.Type, notif.Recipients)
+			}
+			if !deadlines.Resolution.IsZero() {
+				scheduleNotification(deadlines.Resolution.Add(-delayDur), MetricsResolution, notif.Type, notif.Recipients)
+			}
+		} else if notif.Type == NotificationTypeBreach {
+			if !breaches.FirstResponse.IsZero() {
+				scheduleNotification(breaches.FirstResponse.Add(delayDur), MetricFirstResponse, notif.Type, notif.Recipients)
+			}
+			if !breaches.Resolution.IsZero() {
+				scheduleNotification(breaches.Resolution.Add(delayDur), MetricsResolution, notif.Type, notif.Recipients)
+			}
+		}
+	}
+}
+
+// evaluatePendingSLAs fetches pending SLAs and evaluates them, pending SLAs are applied SLAs that have not breached or met yet.
 func (m *Manager) evaluatePendingSLAs(ctx context.Context) error {
 	var pendingSLAs []models.AppliedSLA
 	if err := m.q.GetPendingSLAs.SelectContext(ctx, &pendingSLAs); err != nil {
@@ -307,30 +578,30 @@ func (m *Manager) evaluatePendingSLAs(ctx context.Context) error {
 // evaluateSLA evaluates an SLA policy on an applied SLA.
 func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {
 	m.lo.Debug("evaluating SLA", "conversation_id", sla.ConversationID, "applied_sla_id", sla.ID)
-	checkDeadline := func(deadline time.Time, metAt null.Time, slaType string) error {
+	checkDeadline := func(deadline time.Time, metAt null.Time, metric string) error {
 		if deadline.IsZero() {
-			m.lo.Debug("deadline zero, skipping checking the deadline")
+			m.lo.Warn("deadline zero, skipping checking the deadline")
 			return nil
 		}

 		now := time.Now()
 		if !metAt.Valid && now.After(deadline) {
-			m.lo.Debug("SLA breached as current time is after deadline", "deadline", deadline, "now", now, "sla_type", slaType)
-			if _, err := m.q.UpdateBreach.Exec(sla.ID, slaType); err != nil {
-				return fmt.Errorf("updating SLA breach: %w", err)
+			m.lo.Debug("SLA breached as current time is after deadline", "deadline", deadline, "now", now, "metric", metric)
+			if err := m.updateBreachAt(sla.ID, sla.SLAPolicyID, metric); err != nil {
+				return fmt.Errorf("updating SLA breach timestamp: %w", err)
 			}
 			return nil
 		}

 		if metAt.Valid {
 			if metAt.Time.After(deadline) {
-				m.lo.Debug("SLA breached as met_at is after deadline", "deadline", deadline, "met_at", metAt.Time, "sla_type", slaType)
-				if _, err := m.q.UpdateBreach.Exec(sla.ID, slaType); err != nil {
+				m.lo.Debug("SLA breached as met_at is after deadline", "deadline", deadline, "met_at", metAt.Time, "metric", metric)
+				if err := m.updateBreachAt(sla.ID, sla.SLAPolicyID, metric); err != nil {
 					return fmt.Errorf("updating SLA breach: %w", err)
 				}
 			} else {
-				m.lo.Debug("SLA type met", "deadline", deadline, "met_at", metAt.Time, "sla_type", slaType)
-				if _, err := m.q.UpdateMet.Exec(sla.ID, slaType); err != nil {
+				m.lo.Debug("SLA type met", "deadline", deadline, "met_at", metAt.Time, "metric", metric)
+				if _, err := m.q.UpdateMet.Exec(sla.ID, metric); err != nil {
 					return fmt.Errorf("updating SLA met: %w", err)
 				}
 			}
@@ -340,16 +611,16 @@ func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {

 	// If first response is not breached and not met, check the deadline and set them.
 	if !sla.FirstResponseBreachedAt.Valid && !sla.FirstResponseMetAt.Valid {
-		m.lo.Debug("checking deadline", "deadline", sla.FirstResponseDeadlineAt, "met_at", sla.ConversationFirstResponseAt.Time, "sla_type", SLATypeFirstResponse)
-		if err := checkDeadline(sla.FirstResponseDeadlineAt, sla.ConversationFirstResponseAt, SLATypeFirstResponse); err != nil {
+		m.lo.Debug("checking deadline", "deadline", sla.FirstResponseDeadlineAt, "met_at", sla.ConversationFirstResponseAt.Time, "metric", MetricFirstResponse)
+		if err := checkDeadline(sla.FirstResponseDeadlineAt, sla.ConversationFirstResponseAt, MetricFirstResponse); err != nil {
 			return err
 		}
 	}

 	// If resolution is not breached and not met, check the deadine and set them.
 	if !sla.ResolutionBreachedAt.Valid && !sla.ResolutionMetAt.Valid {
-		m.lo.Debug("checking deadline", "deadline", sla.ResolutionDeadlineAt, "met_at", sla.ConversationResolvedAt.Time, "sla_type", SLATypeResolution)
-		if err := checkDeadline(sla.ResolutionDeadlineAt, sla.ConversationResolvedAt, SLATypeResolution); err != nil {
+		m.lo.Debug("checking deadline", "deadline", sla.ResolutionDeadlineAt, "met_at", sla.ConversationResolvedAt.Time, "metric", MetricsResolution)
+		if err := checkDeadline(sla.ResolutionDeadlineAt, sla.ConversationResolvedAt, MetricsResolution); err != nil {
 			return err
 		}
 	}
@@ -366,3 +637,32 @@ func (m *Manager) evaluateSLA(sla models.AppliedSLA) error {

 	return nil
 }
+
+// updateBreachAt updates the breach timestamp for an SLA.
+func (m *Manager) updateBreachAt(appliedSLAID, slaPolicyID int, metric string) error {
+	if _, err := m.q.UpdateBreach.Exec(appliedSLAID, metric); err != nil {
+		return err
+	}
+
+	// Schedule notification for the breach if there are any.
+	sla, err := m.Get(slaPolicyID)
+	if err != nil {
+		m.lo.Error("error fetching SLA for scheduling breach notification", "error", err)
+		return err
+	}
+
+	var firstResponse, resolution time.Time
+	if metric == MetricFirstResponse {
+		firstResponse = time.Now()
+	} else if metric == MetricsResolution {
+		resolution = time.Now()
+	}
+
+	// Create notification schedule.
+	m.createNotificationSchedule(sla.Notifications, appliedSLAID, Deadlines{}, Breaches{
+		FirstResponse: firstResponse,
+		Resolution:    resolution,
+	})
+
+	return nil
+}
--- a/internal/stringutil/stringutil.go
+++ b/internal/stringutil/stringutil.go
@@ -160,3 +160,25 @@ func RemoveItemByValue(slice []string, value string) []string {
 	}
 	return result
 }
+
+// FormatDuration formats a duration as a string.
+func FormatDuration(d time.Duration, includeSeconds bool) string {
+	d = d.Round(time.Second)
+	h := int64(d.Hours())
+	d -= time.Duration(h) * time.Hour
+	m := int64(d.Minutes())
+	d -= time.Duration(m) * time.Minute
+	s := int64(d.Seconds())
+
+	var parts []string
+	if h > 0 {
+		parts = append(parts, fmt.Sprintf("%d hours", h))
+	}
+	if m >= 0 {
+		parts = append(parts, fmt.Sprintf("%d minutes", m))
+	}
+	if s > 0 && includeSeconds {
+		parts = append(parts, fmt.Sprintf("%d seconds", s))
+	}
+	return strings.Join(parts, " ")
+}
--- a/internal/template/render.go
+++ b/internal/template/render.go
@@ -12,6 +12,8 @@ import (
 const (
 	// Built-in templates names stored in the database.
 	TmplConversationAssigned = "Conversation assigned"
+	TmplSLABreachWarning     = "SLA breach warning"
+	TmplSLABreached          = "SLA breached"

 	// Built-in templates fetched from memory stored in `static` directory.
 	TmplResetPassword = "reset-password"
--- a/schema.sql
+++ b/schema.sql
@@ -15,6 +15,8 @@ DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition"
 DROP TYPE IF EXISTS "media_store" CASCADE; CREATE TYPE "media_store" AS ENUM ('s3', 'fs');
 DROP TYPE IF EXISTS "user_availability_status" CASCADE; CREATE TYPE "user_availability_status" AS ENUM ('online', 'away', 'away_manual', 'offline');
 DROP TYPE IF EXISTS "applied_sla_status" CASCADE; CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
+DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution');
+DROP TYPE IF EXISTS "sla_notification_type" CASCADE; CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');

 -- Sequence to generate reference number for conversations.
 DROP SEQUENCE IF EXISTS conversation_reference_number_sequence; CREATE SEQUENCE conversation_reference_number_sequence START 100;
@@ -36,6 +38,7 @@ CREATE TABLE sla_policies (
 	description TEXT NULL,
 	first_response_time TEXT NOT NULL,
 	resolution_time TEXT NOT NULL,
+	notifications JSONB DEFAULT '[]'::jsonb NOT NULL,
 	CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
 	CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
 );
@@ -448,6 +451,21 @@ CREATE TABLE applied_slas (
 CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas(conversation_id);
 CREATE INDEX index_applied_slas_on_status ON applied_slas(status);

+DROP TABLE IF EXISTS scheduled_sla_notifications CASCADE;
+CREATE TABLE scheduled_sla_notifications (
+  id BIGSERIAL PRIMARY KEY,
+  created_at TIMESTAMPTZ DEFAULT NOW(),
+  updated_at TIMESTAMPTZ DEFAULT NOW(),
+  applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
+  metric sla_metric NOT NULL,
+  notification_type sla_notification_type NOT NULL,
+  recipients TEXT[] NOT NULL,
+  send_at TIMESTAMPTZ NOT NULL,
+  processed_at TIMESTAMPTZ
+);
+CREATE INDEX index_scheduled_sla_notifications_on_send_at ON scheduled_sla_notifications(send_at);
+CREATE INDEX index_scheduled_sla_notifications_on_processed_at ON scheduled_sla_notifications(processed_at);
+
 DROP TABLE IF EXISTS ai_providers CASCADE;
 CREATE TABLE ai_providers (
 	id SERIAL PRIMARY KEY,
@@ -552,8 +570,6 @@ VALUES
 INSERT INTO templates
 ("type", body, is_default, "name", subject, is_builtin)
 VALUES('email_notification'::template_type, '
-<p>Hi {{ .Agent.FirstName }},</p>
-
 <p>A new conversation has been assigned to you:</p>

 <div>
@@ -570,4 +586,67 @@ VALUES('email_notification'::template_type, '
    Libredesk
 </div>

-', false, 'Conversation assigned', 'New conversation assigned to you', true);
+', false, 'Conversation assigned', 'New conversation assigned to you', true);
+
+INSERT INTO templates
+("type", body, is_default, "name", subject, is_builtin)
+VALUES (
+  'email_notification'::template_type,
+  '
+
+<p>This is a notification that the SLA for conversation {{ .Conversation.ReferenceNumber }} is approaching the SLA deadline for {{ .SLA.Metric }}.</p>
+
+<p>
+  Details:<br>
+  - Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
+  - Metric: {{ .SLA.Metric }}<br>
+  - Due in: {{ .SLA.DueIn }}
+</p>
+
+<p>
+    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
+</p>
+
+
+<p>
+  Best regards,<br>
+  Libredesk
+</p>
+
+',
+  false,
+  'SLA breach warning',
+  'SLA Alert: Conversation {{ .Conversation.ReferenceNumber }} is approaching SLA deadline for {{ .SLA.Metric }}',
+  true
+);
+
+INSERT INTO templates
+("type", body, is_default, "name", subject, is_builtin)
+VALUES (
+  'email_notification'::template_type,
+  '
+<p>This is an urgent alert that the SLA for conversation {{ .Conversation.ReferenceNumber }} has been breached for {{ .SLA.Metric }}. Please take immediate action.</p>
+
+<p>
+  Details:<br>
+  - Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
+  - Metric: {{ .SLA.Metric }}<br>
+  - Overdue by: {{ .SLA.OverdueBy }}
+</p>
+
+<p>
+    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
+</p>
+
+
+<p>
+  Best regards,<br>
+  Libredesk
+</p>
+
+',
+  false,
+  'SLA breached',
+  'Urgent: SLA Breach for Conversation {{ .Conversation.ReferenceNumber }} for {{ .SLA.Metric }}',
+  true
+);