Service Level Agreements (SLAs)

Service Level Agreements (SLAs) are contractual arrangements defining service performance metrics and hold service providers accountable for consistent customer support.

Tracked Metrics

1. FRT (First Response Time): Initial agent response time

2. NRT (Next Response Time): Time between customer follow-up and agent's next response

3. RT (Resolution Time): Total time to fully resolve customer issue

SLA Configuration

• Created by admins in Settings → SLAs

• Require at least one metric to track

• Cannot be modified after creation

• Applied via automation rules

How to Apply SLAs

Assign SLAs through automation rules based on conversation events:

Example: Apply "Enterprise P0" SLA for urgent conversations from specific email domains

Important: Once applied to a conversation, SLA cannot be removed

Visual Indicators

Conversations near SLA thresholds display visual chips/indicators in the UI to help track and manage response/resolution progress.

Use SLAs to maintain consistent service quality and meet customer expectations.