How do I define SLA targets?
First response, next response and resolution targets.
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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.
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