SLA policies and alerts

An SLA policy sets first response, next response, and resolution targets for conversations.

Create a policy

1. Open Admin > Workspace > SLA policies (/admin/sla) and create a new policy.
2. Enter Name and Description.
3. Set First response time, Resolution time, and Next response time. Durations accept hours and minutes, such as 1h, 30m, or 1h30m.
4. Under Alert configuration, choose Add warning alert or Add breach alert.
5. Select the SLA metric, Alert recipients, and Trigger timing for each alert.
6. Click Create.

Breach alerts can fire immediately on breach or after a specified duration. Warning alerts are configured separately.

Apply a policy

Open Admin > Teammates > Teams, edit a team, select SLA policy, and save. This policy is automatically applied to conversations assigned to that team. An automation rule can also use the Set SLA action.

Team timezone and business hours affect SLA calculations. Configure those before relying on deadline calculations. Set up SMTP under Admin > Notifications > Email for email alerts, and review each recipient's account notification preferences.

See Business hours and holidays and Automations.