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SLA: a rule for response and resolution time

Last updated: 26 September 2026 · 4 min read

An SLA sets how quickly a conversation must get a reply and how quickly it must be resolved. When the time runs out, the SLA badge in the conversation header says “missed” and the agent gets a notification. This feature is only in the largest plan.

Steps

  1. 1

    Create an SLA

    On the Settings › Workspace settings › SLA page, click “Add SLA”.

  2. 2

    Enter the times

    Enter the “SLA Name” and “Description”. Fill in the “First Response Time”, “Next Response Time” and “Resolution Time” fields. If “Business Hours” is chosen, time counts only during business hours. Click “Create”.

  3. 3

    Apply the SLA to conversations

    An SLA is not applied to conversations by itself. On the Settings › Workspace settings › Automation page, create a rule (for example, “Conversation Created” with the condition: VIP label) and choose “Add SLA” as the action.

  4. 4

    Follow the result

    The SLA badge in the conversation header shows the time left and says “missed” when it runs out. Breaches show on the Reports › SLA page.