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SLA: set response and resolution times

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Michael

Michael

Last updated on Jun 26, 2026

⏳ Coming soon. This feature is coming soon to Madyis Hub — here's how it will work. 📍 Where to find it: Settings → "Conversation" group → "SLA"

An SLA (service-level agreement) defines the times to meet: first response time, next response time and resolution time. Madyis Hub alerts you when a deadline is exceeded.

How it works

You create an SLA policy by entering thresholds (in minutes, hours or days) for the first response, subsequent responses and resolution. You can count only during your business hours. A conversation linked to this SLA is monitored; breaches generate alerts and can appear in reports and notifications.

Step by step

  1. Go to "Settings" → "Conversation" group → "SLA".
  2. Click to create a policy: give it a name and a description.
  3. Fill in the thresholds: first response time, next response time and resolution time (and the unit: minutes/hours/days).
  4. Enable "only during business hours" if needed, then save.
  5. Apply the SLA to the relevant conversations (by inbox or by rule).

Good to know

  • Advanced feature that may be reserved for certain plans.
  • Enable SLA notifications (email/push) in your preferences to be warned of breach risks.
  • Leave a field empty if you don't want to set that particular deadline.