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Set measurable SLA policies

SLA policies define response and resolution commitments so teams can prioritize conversations consistently.

Where to find it​

Open Settings → Team → SLA.

When to use SLA policies​

Use SLA policies when you need clear service commitments for:

  • First response time
  • Follow-up response time
  • Resolution time
  • Business-hours-only enforcement

Create an SLA policy​

  1. Open Settings → Team → SLA.
  2. Select Add SLA policy.
  3. Enter a policy name and description.
  4. Set first response, next response, and resolution thresholds.
  5. Enable business-hours-only mode if required.
  6. Save and monitor active conversations.

Daily SLA operating loop​

  1. Monitor conversations approaching breach.
  2. Reassign at-risk conversations early.
  3. Use macros to keep customer updates consistent.
  4. Resolve or schedule follow-up before targets expire.

Common mistakes to avoid​

  • Setting targets that do not match staffing reality.
  • Rolling out aggressive thresholds across every inbox at once.
  • Hiding queue pressure by overusing snooze workflows.

📷 Image (optional): SLA policy form and policy list
Why: Clarifies where each threshold is configured and how policies are managed after creation.
File: docs/images/routing-slas-policy-form-list.png
AI prompt: "Clean product documentation screenshot of OXVO Settings Team SLA page with SLA policy cards and an open add policy modal showing first response, next response, resolution thresholds, and business-hours toggle; modern SaaS interface, neutral grays plus primary accent, readable typography, OXVO branding only, synthetic values, 1600x1000."