SLA Policies
SLA policies define how quickly your team should respond to and resolve escalated conversations and tickets. They turn customer expectations into clocks the system can track, and surface the work that’s about to slip before it does.
For how conversations get to your team in the first place, see Configuring Routing.
SLA target types
Each SLA policy contains one or more targets. A target defines a specific milestone to measure.
- First Response Time — how quickly a human agent sends their first reply after a conversation is escalated.
- Resolution Time — how long it takes to fully close a conversation from the moment escalation begins.
- Custom — a team-specific milestone with custom start, completion, and cancel triggers.
Configuring an SLA policy
When you create or edit an SLA policy, you configure the following for each target:
- Start trigger — the event that starts the SLA clock.
- Completion trigger — the event that stops the clock and marks the target as met.
- Cancel trigger — an event that cancels the SLA entirely without marking it as breached.
- Business hours only — whether the SLA clock should count only during your configured operating hours.
- Breach notification — who is notified when an SLA is about to breach or has already breached.
SLA tracker states
Once an SLA clock starts, each target is tracked individually.
- Active — the clock is running and the target has not yet been reached or missed.
- Breached — the deadline passed before the completion trigger fired.
- Completed — the completion trigger fired before the deadline.
- Cancelled — the cancel trigger fired before completion or breach.
Filtering by SLA status
In your inbox views, you can filter conversations by SLA state to surface the most urgent items. Sorting by SLA urgency brings conversations closest to breaching to the top of the list.
Next steps
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