SLA Policies

Service-level agreements defining first-response and resolution time targets.

📄️Create SLA policy

Creates an SLA policy that defines first-response, escalation, and resolution time targets in minutes. Conditions restrict which conversations the policy applies to. Conversations routed through a channel profile inherit the applicable SLA policy.

📄️Update SLA policy

Updates time targets or conditions on an existing SLA policy. Changes apply to new conversations only; in-flight SLA clocks are not retroactively adjusted.

📄️Delete SLA policy

Removes an SLA policy. Active conversations will no longer have SLA targets applied unless reassigned to another policy.