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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 the SLA policies page from Settings, or use the direct link.

Open directly: Open SLA Policies

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 the SLA policies page.
  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.

SLA policy form and policy list