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An SLA policy is a commitment your workspace is measured against: how fast a customer gets a first reply, and how fast their conversation gets resolved.

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Creating a policy

Under Settings, then SLA, create a policy with: The two targets are independent. You can set a first-response target without a resolution target, or the other way round. Only owners and admins can edit policies. Agents and viewers can see them. An SLA target is a commitment the workspace is measured against, so it is deliberately a tighter write gate than personal conveniences like macros.

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Which channels are tracked

WhatsApp, email, web chat, Instagram and web forms. Voice is not tracked for SLA. A phone call is answered in seconds by definition, and a first-response clock on a live conversation measures nothing useful.

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What starts and stops a clock

Start. A clock starts when an inbound conversation is created on a tracked channel. First response satisfied. When a reply actually reaches the customer. A drafted email that has not been sent does not count, which matters if you run the email channel in draft mode. Resolution satisfied. When the conversation is resolved or closed. An agent reply satisfies the clock the same way a human reply does. The customer does not care who answered, only that someone did.

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Breaches

When a clock expires unsatisfied, the breach is recorded and two things fire:
  • An sla.breach notification, which respects each person’s notification preferences and can reach Telegram
  • An sla.breached webhook, so your own systems can react
Breaches are recorded, not just alerted, so the report reflects what actually happened rather than what someone remembered.

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Reporting

Quality, then SLA shows, per clock:
  • Hit rate, with the change against the previous period
  • Median and 90th percentile response time
  • Breach count
  • A daily hit-rate trend
Use the median for what normal looks like and the 90th percentile for what your worst-served customers experience. A workspace with a good median and a bad 90th percentile has a queue problem, not a speed problem.

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Setting targets that mean something

  • Start by measuring. Run for a few weeks, look at your actual median and 90th percentile, then set a target you can hit most of the time.
  • A target you breach constantly is not a target. It is noise that trains your team to ignore the alert.
  • Set different targets per channel. Nobody expects an email answered as fast as a WhatsApp message, and a single policy across both means one of them is wrong.

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Escalation SLA is separate

Escalations have their own response clocks and their own reminder chain, covered in Routing and escalation. Conversation SLA measures your service to the customer. Escalation SLA measures your team’s response to each other.