SLA Management

SLA Management allows you to define service level agreements based on priority, response time, and resolution targets.

By applying SLA policies to your inboxes, you can ensure consistent response standards, monitor performance, and enforce accountability across your support operations.

Each inbox can be connected to one SLA policy, ensuring clear and structured SLA tracking.

SLA Policy List

The SLA Policy List displays all created SLA policies in a structured table view.

Each policy includes:

• Policy Name → identifier of the SLA policy
• Description → optional context
• Connected Platform → inboxes linked to the policy
• Active Priorities → enabled priority levels
• Default Priority → automatically assigned priority
• Actions → edit or delete policy

Editing a policy uses the same configuration form with pre-filled data.

You can update:

• Policy name and description
• Connected platforms
• Active priorities
• Default priority
• SLA time configurations

This view provides a centralized overview of how SLA rules are configured across your system.

Create Policy

To create a new SLA policy:

• Click Create Policy
• Fill in the required fields

Policy Configuration

When creating a policy, you need to define the following:

• Policy Name (required)
• Description (optional)
• Connected Platform (multi-select inbox)

Configure priorities and SLA time limits

Priority Configuration

Each SLA policy supports five priority levels:

1. None
2. Low
3. Medium
4. High
5. Urgent

Each priority is configured independently using the SLA table. Each priority row includes:

• Active Toggle
• Default Selection (Radio Button)
• First Response Time
• Response Time
• Resolve Time

Time values can be configured using:

• Minutes
• Hours
• Seconds

Behaviour

SLA behavior in conversations ensures that priority, timing, and performance tracking remain consistent and aligned.

• When a priority is inactive, all fields in that row are disabled

• When a priority is active, all SLA fields become editable

• Only one default priority can be selected

• SLA timers (FRT, RT, Resolve) follow the assigned priority

• Click Create Policy to save