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SLA rules

SLA rules define response-time targets and what happens when they're missed. Use them to hold your team to a first-response or resolution time, to give priority channels or teams tighter targets, and to notify the right people the moment a target is about to slip. The measured results appear in Insights → SLA.

The page lists your SLA configurations as cards. Each card shows its scope, its thresholds, its timer events, and who gets notified. Toggling a card's switch enables or disables it immediately; editing the rule's details happens in a drawer with a Save button.

Creating a configuration​

Two buttons at the top right create rules:

  • Quick Add — opens a menu of ready-made presets that pre-fill the thresholds and timer events for you. Pick the one that matches what you want to measure:
    • First Response Time — from ticket creation until the first agent response (default Level 1 = 15 minutes).
    • Time to Assignment — from ticket creation until the ticket is assigned to an agent (default Level 1 = 5 minutes).
    • Resolution Time — from ticket creation until the ticket is resolved or closed (default Level 1 = 60 minutes).
  • Add SLA Config — opens the same drawer empty so you can build a rule from scratch.

Each preset still opens the drawer, so you can adjust the scope and thresholds before saving.

Configuration fields​

The create/edit drawer exposes:

  • Label — a name for the rule, for example "WhatsApp Premium Support."
  • Enabled — whether the rule is active. You can also toggle this from the card in the list.

Thresholds​

Up to three escalation levels, measured in minutes from when the timer starts:

  • Level 1 (min) — the first target (required).
  • Level 2 (min) — an optional second, later escalation.
  • Level 3 (min) — an optional third, final escalation.

Leave Level 2 or Level 3 blank to use fewer stages. The card renders these as green (L1) → amber (L2) → red (L3) chips.

Scope​

Limit which tickets the rule applies to. Leave a filter empty to apply broadly:

  • Channel — restrict to one channel (WhatsApp, Email, Live Chat, Instagram, Voice Call, or Manual). Leave empty for all channels.
  • Task Team — restrict to a single team. Leave empty for any team.
  • Task — restrict to one or more specific flows.
  • Task Objective — appears only when exactly one task is selected; restrict further to a single objective within that flow.

A rule with no filters applies to everything.

Options​

  • Track Agent SLA — measures the individual agent's responsiveness rather than the ticket's. Turning it on removes the Ticket Created and Message After Awaiting Response events from the timer-event pickers, since agent SLAs are keyed off agent actions instead.
  • Pause on Business Hours End — pauses the timer outside business hours so time spent while you're closed doesn't count against the target. It automatically adds the business-hours start/pause events behind the scenes.

Timer events​

Choose which events start, pause, and end the SLA timer:

  • Start Timer On — the events that begin (or restart) the timer, such as Ticket Created or Message After Awaiting Response.
  • Pause Timer On — the events that pause the timer, such as Agent Message or Awaiting Response.
  • End Timer On — additional events that stop the timer. Ticket resolution always ends the timer by default, so you only add events here if something else should also end it.

Available events include Ticket Created, Ticket Assigned, Customer Message, Agent Message, Awaiting Response, and Message After Awaiting Response.

Breach notifications​

For each active threshold level you can choose Notify Users — the people who receive a notification when that level is breached. Level 2 and Level 3 notification blocks appear only when those thresholds are set. If you leave a level's user list empty, no notification is sent for that level.

Managing rules​

On each card in the list you can:

  • Toggle the switch to enable/disable the rule (saves immediately).
  • Edit (pencil) to reopen the drawer.
  • Delete (trash) to remove the rule, after confirming.

Disabled rules are dimmed in the list. An "Agent SLA" tag marks rules with Track Agent SLA on.