How do I define SLA targets?

Create policies under Customer Service settings → SLA targets. Each policy specifies three targets in minutes for each priority:

• First response: The time allowed for the first reply to a customer
• Next response: The time allowed to reply to each new customer message
• Resolution: The time allowed to resolve the conversation

Which policy applies?

Policies can use AND/OR conditions such as priority, channel, brand, team, company and conversation type. If several policies match, the policy with the lowest sort order applies.

Link a business-hours calendar to count time only during working hours. Without a calendar, time runs continuously.