Set SLA policies
Define response and resolution targets, applied to conversations through a workflow action.
Response-time promises only matter if you can see when you're about to miss one. SLA policies set targets for how fast your team responds and resolves, and surface a countdown before you breach them.
Configure named policies at Admin → Settings → SLA policies.
Targets
A policy can define up to three targets:
- First response: time to the first reply
- Next response: time to reply while the customer is waiting on you again
- Time to close: time to fully resolve the conversation
Leave any target blank to skip tracking it.
Office-hours aware
Deadlines are calculated against your office hours, so a target doesn't silently burn down overnight or over a weekend. Pin a specific schedule to a policy, or leave it unset to use your workspace's default schedule. A policy with no schedule configured anywhere is treated as always-on, 24/7.
Pause while snoozed
Turn on Pause while snoozed (on by default) so a policy's clocks stop counting down while the conversation is snoozed, and pick back up from where they left off once it wakes.
Apply through a workflow, never automatically
SLA policies don't match themselves to conversations. Apply one with the Apply SLA action inside a workflow, for example based on priority or which board or team a conversation belongs to. A conversation has at most one active SLA at a time. Applying a new one replaces the old, and an agent can remove an applied SLA directly from the conversation if it no longer fits.
Tip:
Build a workflow that applies your "Urgent" SLA policy whenever priority is set to Urgent, so your fastest targets kick in the moment a conversation needs them, without anyone remembering to set it by hand.
Breaches feed your automation
Approaching and actual breaches both fire events your workflows can act on, whether that's alerting a team, reassigning the conversation, or sending a webhook to an external system. See Build a workflow for the full trigger list.
Archive and clone
Archive a policy to stop it from being applied to new conversations without losing history on the conversations that already have it. Clone a policy to start a new one from an existing set of targets instead of building from scratch.
Next steps
- Configure office hours: the schedule SLA deadlines are calculated against
- Handle conversations: where the SLA countdown appears
- Build a workflow: apply SLA policies and react to breach events
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