SLA
| Item | Details |
|—|—|
| Who it is for | Administrators configure; agents see countdowns / breaches on conversations |
| Menu location | Settings → SLA; Reports → SLA |
| Plan dependency | Requires SLA |
SLA (service level agreement) defines how soon you must first reply, next reply, and resolve. Breaches mark the conversation, feed reports, and can notify My Inbox.
Note: SLAs cannot be directly linked to Inbox; instead, they must be configured within the automation features.
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1. Creating a policy
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Settings → SLA → Add.
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Name it, for example “Standard business hours” or “VIP”.
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Set each threshold (minutes / hours). Whether only business hours or calendar time count depends on the form — align with workspace time zone and inbox hours.
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Apply the policy to inboxes, or use automation to apply SLA when conditions match (for example a VIP label).
If several policies hit one conversation, follow the product’s stacking rules; prefer one main policy per inbox and override VIP via automation.
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2. What agents see
Lists / detail may show FRT / NRT / resolution state (in progress, met, breached). Breaches can create “SLA breach” notifications.
Whether a bot’s first reply counts as first response depends on the current SLA definition. If performance reviews only count humans, do not treat bot FRT as an agent win.
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3. Reports
Reports → SLA shows attainment and can export CSV. Use it for weekly reviews, not as the only basis for penalties — combine with inbound peaks and staffing.
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4. Frequently asked questions
Instant breaches? Thresholds too short, or calendar time while you only staff daytime. Align with business hours.
Policy never applied? Inbox not linked, or automation conditions never matched. Old conversations are usually not backfilled; timing starts from events after apply.
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Related articles
– Reports