Your Service Level Agreement (SLA) can greatly impact the satisfaction level of your customers, establishing expectations from team members and keeping them responsible. Beyond communicating your expectations to your team, you can add a visual indicator to maintain your service standard by following these steps!

Setting Your SLA #

Navigate to the Settings tab inside the conversation section and toggle SLA Settings on. Choose between a Common SLA or Channel-Specific SLAs.

Common SLA #

Define how many minutes or hours your team should respond by setting the SLA Due Soon and SLA Overdue. This will define the proper response time for 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 the responses, or limit the valid messages to only select 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 inside your inbox.

Adding your Conversation SLAs will help you bring structure and visibility to your response process, ensuring your team never misses a reply window and your customers are properly taken care of. In short, SLAs keep your team focused, your customers satisfied, and your response times consistent.

Frequently Asked Questions #

What is a Conversation SLA? #

A Conversation SLA is a service-level agreement that sets target response times for messages, establishing expectations for your team and adding a visual indicator to help maintain your service standard.

How do I turn on SLA settings? #

Navigate to the Settings tab inside the Conversations section and toggle SLA Settings on, then choose either a Common SLA or Channel-Specific SLAs.

What is the difference between a Common SLA and a Channel-Specific SLA? #

A Common SLA applies one response-time standard across all channels, while a Channel-Specific SLA lets you set separate Due Soon and Overdue times for each channel you enable.

Can I control how workflow messages affect the SLA timer? #

Yes. You can count workflow messages as valid, exclude them from responses, or limit valid messages to only select workflows.

Do conversation AI responses affect the SLA timer? #

You can choose whether or not conversation AI responses count toward the SLA timer when configuring your settings.

Where do SLA timers appear? #

Once saved, new conversations automatically display SLA timers inside your inbox so your team can track response windows at a glance.