How to Set Up and Track Conversation SLAs
What Are Conversation SLAs?
Conversation SLAs (Service-Level Agreements) are time-based goals that help your team maintain consistent response times to customer messages. Each incoming message in your CRM's Conversations inbox has a countdown timer that changes color as the response deadline approaches, providing a clear visual indicator for your agents to prioritize replies effectively.
Key Benefits of Using SLAs
Implementing SLAs offers several advantages for your support team:
- Faster Response Times: Agents can see exactly how much time remains to reply to each message.
- Improved Prioritization: Color-coded timers highlight the most urgent conversations, helping agents focus on what matters most.
- Channel Flexibility: Set a universal SLA for all channels or define unique response targets for specific channels like Email, SMS, Facebook, and WhatsApp.
- Accountability and Reporting: Managers can filter, sort, and report on SLA performance to identify coaching opportunities and track team efficiency.
How to Set Up Conversation SLAs
Step 1: Enable SLA Settings
Navigate to the Conversations module in your sub-account. Click the Settings tab at the top of the page, then toggle on the SLA Settings option. This activates the feature and allows you to configure response time rules.
Step 2: Configure Channel Application
Under "How should SLAs apply across channels?", choose one of the following:
- Common SLA: Apply the same response time target to all communication channels.
- Channel-Specific SLA: Set different time limits for each channel, such as faster responses for SMS and longer windows for email.
Step 3: Set Timer Thresholds
Define the time limits that determine when a conversation is on track, due soon, or overdue:
- Due Soon: The warning period before a breach occurs. Timers turn orange during this window.
- Overdue: The maximum allowed response time. Once exceeded, timers turn red.
Step 4: Manage Automated Workflow Messages
Decide whether messages sent through automated workflows should count as valid responses for SLA purposes:
- Count all automation messages as valid responses
- Don't count automation messages as valid responses
- Count messages only from specific workflows
Step 5: Configure AI Agent Responses
Set how replies from your AI Agent affect SLA timers:
- Count AI replies as valid responses (default)
- Don't count AI replies as valid responses
Step 6: Save Your Configuration
Click Save to apply your settings. New incoming messages will now have SLA timers based on your configuration. Existing conversations will continue under previous rules.
Understanding SLA Timer States
SLA timers appear in the conversation list panel when a new customer message arrives. They change color based on their status and disappear once an agent replies or marks the conversation as read:
- Active (Grey): The conversation is within the allowed response time.
- Due Soon (Orange): The response deadline is approaching.
- Overdue (Red): The response time has been exceeded.
Filtering and Sorting by SLA
Your team can use SLA-based filters and sorting options to manage conversations more efficiently:
- Filter by Status: View only Active, Due Soon, or Overdue conversations.
- Sort by SLA: Organize conversations by Longest Overdue or Next SLA Target.
Frequently Asked Questions
Do SLAs apply to existing conversations?
No. SLAs only apply to new messages received after enabling the feature.
What happens if I disable SLAs?
Existing conversations continue with their current timers, but new messages won't have SLAs applied. You can re-enable the feature at any time.
Do automated or AI replies stop the timer?
Only if configured to do so. By default, workflow messages don't stop the timer, while AI replies do. These settings can be adjusted in the SLA configuration.
Are SLAs based on business hours?
Currently, SLAs use calendar hours. Business hours support may be added in future updates.
Can I set different SLAs per channel?
Yes. You can choose between a Common SLA for all channels or Channel-Specific SLAs with different targets for each communication method.
How do agents know when a conversation is overdue?
Timers change color: grey for active, orange for due soon, and red for overdue conversations.