Never miss a response deadline
Set response time targets and track SLA compliance. Get alerts before breaches happen and ensure your team meets customer expectations consistently.
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 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 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 Commitments
Honor response time commitments in your service agreements with customers.
Priority Handling
Ensure urgent issues get faster response times than standard requests.
Team Accountability
Track which conversations breach SLA and identify areas for improvement.
Enterprise Customers
Offer premium SLA terms to enterprise customers with faster response times.
Performance Metrics
Track SLA compliance rates and first response times in reports.
Workload Management
Prioritize conversations approaching SLA breach to prevent overdue responses.
Meet every response commitment
Start tracking SLA compliance and ensure your team delivers consistent, reliable support.