SLA: set response time targets

An SLA policy sets response and resolution time targets, to guarantee a service level.

Create an SLA policy

1. Go to Settings → SLA → Add SLA policy.
2. Name + description.
3. Set the thresholds: first response time, next response time, resolution time (in minutes, hours or days). Leave blank what you don't want to track.
4. Option: apply only during business hours.

Then apply the policy via the "Add SLA" automation action or from the conversation.

Good to know: SLA is an advanced feature, available on higher plans. Conversations that breach a threshold are flagged.