Targets
Each policy can set up to three targets, up to 90 days each. Turn off the ones you don’t need:- First response: from the customer’s first message to your first reply.
- Next response: from each later customer message to your next reply.
- Resolution: from the first message to the conversation being closed.
Which conversations a policy applies to
Under Applies to, a policy uses the same conditions as routing rules (channel, topic, priority and so on). Policies are checked top to bottom, and a conversation gets the first policy that claims it; a policy with no conditions applies to every conversation the ones above didn’t claim. Drag policies to set their order. A routing rule can also apply a policy directly with Apply SLA.The clock
- Business hours only (on for new policies): clocks pause outside the schedule’s hours and on holidays, so a message on Saturday night doesn’t breach a Monday morning target. Choose the Schedule to use.
- An Aide reply counts as the first response: with this on, an AI Agent reply meets the first-response target. Off means the clock runs until a person replies, which suits an SLA that promises a human reply.
- Pause while: the clock can pause while a conversation is Waiting on customer, On hold or Snoozed.
Warnings and breaches
- When the clock reaches a percentage of the target (80% by default), the SLA is about to be missed and the conversation turns amber in the list.
- When the target is missed, it turns red and the breach shows in reports.