A Service Level Agreement (SLA) can have a real impact on customer satisfaction, setting clear expectations for your team and holding them accountable. You can also add a visual indicator to help maintain your service standard. Here's how.
Setting Your SLA
Go to the Settings tab in the Conversations section and toggle SLA Settings on.
Choose between a Common SLA or Channel-Specific SLAs.
Common SLA
Set the SLA Due Soon and SLA Overdue thresholds to define how quickly your team should respond. These settings apply across all channels.
Channel Specific SLA
Toggle on the channels you want to have a target time for.
Set the SLA Due Soon and SLA Overdue for each enabled channel.
Select how workflow messages should affect the SLA timer; you can count them as valid, exclude them from responses, or limit valid messages to specific workflows.
Choose whether or not conversation AI responses should affect the SLA timer.
Once satisfied, click Save at the bottom right corner.
New conversations will automatically display SLA timers in your inbox.
Setting up Conversation SLAs brings structure and visibility to your response process, so your team never misses a reply window and your customers are always looked after. SLAs keep your team focused, your customers satisfied, and your response times consistent.