SLA Management

Use this feature to create SLA (Service Level Agreement) rules based on priority, response times and platform. Each inbox can be linked to only one SLA policy.

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1. SLA policy list

   • Shows the SLA policies you've created.

   • The table shows:

     • Policy Name

     • Description

     • Connected Platform

     • Active Priorities

     • Default Priority

   • Available actions:

     • Edit Policy

     • Delete Policy

2. Create a policy

   • Click Create Policy to open the form.

   • Fill in:

     • Policy Name: required.

     • Description: optional.

     • Connected Platform: choose one or more inboxes.

       • Each inbox can be linked to only one policy.

       • If an inbox is already used by another policy:

         • It appears greyed out.

         • You can't select it.

         • Its tooltip says: "Already connected to [Policy Name]"

3. Setting up the priority table

   • Each policy has 5 priority levels: None, Low, Medium, High and Urgent.

   • Each priority row has:

     • Active toggle

       • When it's OFF, the whole row is locked:

         • You can't set it as default.

         • You can't fill in First Response, Response or Resolve.

       • When it's ON, the row unlocks and every field can be edited.

     • Default priority

       • The radio button appears only when the priority is active.

     • First Response Time

       • A number field plus a unit selector.

     • Response Time

       • A number field plus a unit selector.

     • Resolve Time

       • A number field plus a unit selector.

   • The unit selector supports 3 units:

     • Minutes

     • Hours

     • Seconds

4. Logic rules

   • A priority must be turned on before you can set its SLA times.

   • Only 1 default priority can be chosen.

   • Each time limit (First Response, Response, Resolve) can be set in minutes, hours or seconds.

5. Validation rules

   • Policy Name is required.

   • You must choose at least 1 platform.

   • You must turn on at least 1 priority.

   • You must choose 1 default priority from the active priorities.

   • If a priority is active, every time field in that row must be filled in (following internal rules).

   • If anything doesn't meet these rules, an error message appears.

6. Editing a policy

   • Opens the same form, pre-filled with the existing data.

   • You can change:

     • The policy name

     • The description

     • Connected inboxes

     • Which priorities are on or off

     • The default priority

     • Every SLA time limit

   • Changes apply automatically to every connected platform.

7. Priority dropdown in the conversation sidebar

   • The dropdown is active only if the inbox is linked to a policy.

   • If no SLA policy is linked:

     • The dropdown is disabled.

     • Its tooltip says: "Priority selection unavailable. No SLA policy linked to this inbox."

   • If a policy is linked:

     • Only active priorities appear in the dropdown.

     • Inactive priorities are hidden.

8. How the default priority works

   • When a new session starts:

     • The system fills in the priority automatically from the policy's default.

   • If an agent changes the priority:

     • The SLA timers switch to the new priority automatically.

9. Policy updates and analytics

   • Changing a policy doesn't change historical SLA data.

   • New sessions follow the latest policy.

   • If a policy is deleted:

     • The inbox stops recording new SLA data.

     • Sessions after the deletion won't produce SLA metrics (FRT, RT, Resolve).