Setting Up SLA Policies

Define service level agreements to ensure timely customer support.

What are SLA Policies?

SLA (Service Level Agreement) policies define target response and resolution times for customer conversations. They help you:

• Set expectations for response times
• Track team performance against goals
• Get alerts before deadlines are missed
• Provide different service levels for different priorities

Accessing SLA Settings

• Go to Settings in the left sidebar
• Select SLA policies under the Support section

Creating an SLA Policy

• Click New policy
• Configure your policy:
• Name: Descriptive name (e.g., "High Priority SLA")
• Description: Optional details about the policy
• Priorities: Select which priority levels this policy applies to
• Channels: Choose specific channels or "Any channel"
• Customer Tier: Optional tier for customer segmentation
• Set your target times
• Click Create

Target Time Settings

First Response (required): Time to send the first agent response.

• Example: 30 minutes for urgent, 4 hours for normal

Resolution (required): Time to close the conversation.

• Example: 4 hours for urgent, 24 hours for normal

Follow Up (optional): Time to respond to follow-up messages.

• Example: 2 hours after customer replies

Enter times in minutes. For reference:

• 60 minutes = 1 hour
• 480 minutes = 8 hours
• 1440 minutes = 24 hours

Policy Matching

Policies are matched to conversations based on:

• Priority: Conversation priority matches at least one policy priority
• Channel: Conversation channel matches (or policy applies to all channels)
• Customer Tier: If specified, customer tier must match

You can create multiple policies for different combinations. For example:

• High priority, any channel: 30-minute first response
• Normal priority, email: 4-hour first response
• VIP customers: 15-minute first response

Activating Policies

Toggle the status switch in the policy list to activate or deactivate policies. Only active policies are applied to new conversations.