SLA policies
What’s an SLA policy?
Section titled “What’s an SLA policy?”A first-response and resolution-time target you set for yourself. Chat tracks and flags conversations at risk of breaching it.
How do I create one?
Section titled “How do I create one?”Settings → SLA → Add SLA Policy.
What happens at risk of breach?
Section titled “What happens at risk of breach?”Conversations get visually flagged in the inbox view.
Who can see SLA policies?
Section titled “Who can see SLA policies?”Every agent (deliberate, since they need it to prioritize their work). Only admins can create, edit, or delete.
How do I see SLA performance?
Section titled “How do I see SLA performance?”Reports → SLA.
