SLA Management

Define and track Service Level Agreements. Set response and resolution time targets, and get alerts before SLAs are breached.

Track and meet response commitments

Ensure your team consistently meets customer expectations.

Create multiple SLA policies

Define different response time targets for different scenarios. Create policies based on priority levels, customer tiers, or specific inboxes.

• Define first response time targets
• Set resolution time targets
• Create multiple policies for different scenarios
• Apply policies based on priority or customer tier
• Option to only count business hours

Track SLA status in real-time

See at a glance which conversations are on track, approaching their deadline, or have already breached. Prioritize your work accordingly.

• Visual SLA status indicators on conversations
• See time remaining until SLA breach
• Color-coded status: on track, due soon, breached
• Filter conversations by SLA status

Visual warnings and breach alerts

See warning indicators directly in conversations when SLA is approaching. When a breach occurs, all admins are automatically notified.

Warning indicators shown directly in conversationsBreach alerts sent to all admins automaticallySLA hit/miss reports to track complianceFilter conversations by SLA status (Coming soon)How alerts workWarning in conversation

Visual indicator shown when SLA is approaching

Breach alert to admins

All admins notified when SLA is breached

Track compliance rates with detailed reports

• Warning indicators shown directly in conversations
• Breach alerts sent to all admins automatically
• SLA hit/miss reports to track compliance
• Filter conversations by SLA status (Coming soon)

Know your SLA hit rate

See how often your team meets SLA targets. View hit rates, missed conversations, and drill down by policy or agent to spot areas for improvement.

Track SLA hit rate percentageSee total number of misses and conversationsFilter reports by date rangeView details per conversation, policy, and agentDownload SLA reports for analysis86%

Missed SLAs this week

• Track SLA hit rate percentage
• See total number of misses and conversations
• Filter reports by date range
• View details per conversation, policy, and agent
• Download SLA reports for analysis

Why use SLA management

Deliver consistent, reliable customer support.

Customer CommitmentsHonor response time commitments in your service agreements with customers.

Priority HandlingEnsure urgent issues get faster response times than standard requests.

Team AccountabilityTrack which conversations breach SLA and identify areas for improvement.

Enterprise CustomersOffer premium SLA terms to enterprise customers with faster response times.

Performance MetricsTrack SLA compliance rates and first response times in reports.

Workload ManagementPrioritize conversations approaching SLA breach to prevent overdue responses.

Meet every response commitment

Start tracking SLA compliance and ensure your team delivers consistent, reliable support.