Inbox SLA Management
Response targets your team can see while the clock runs.
"We reply fast" is not something you can manage. SLA management lets you set a real response target for each team and each channel, split between the first reply and every reply after it, then track the queue against those targets while the conversation is still open.
First response
1m 48s
Within target
96%
Breaches this week
14
"We reply fast" is not a number
Most teams find out they were slow when a customer complains. An average across the whole inbox hides it: sales answers in ninety seconds, the billing queue sits for four hours, and the Instagram DMs nobody owns run overnight. With no target per team and per channel, there is nothing to miss and nothing to fix.
What you get
Targets per team and channel
Set a different response target for each team and each channel, because a WhatsApp enquiry and an Instagram DM do not carry the same expectation.
First and follow-up separately
Define one target for the first reply and another for every response after it, so a fast greeting cannot hide a slow conversation.
Live breach tracking
Conversations approaching their target are flagged in the queue before they breach, and breaches are recorded against the agent and team that held them.
Per-agent performance
Review each agent's response times against the target they were actually working to, rather than one company-wide average.
How it works
- 1
Define your targets
Choose the response time each team owes on each channel, for the first response and for subsequent replies.
- 2
Attach them to queues
Apply each SLA to the teams and channels it governs, and every new conversation inherits the right clock.
- 3
Watch and review
Track at-risk conversations live in the inbox, then review breaches and per-agent performance in reports.
Frequently asked questions
Related features
Keep reading — these work closely with this one.
Put a number on your response time
Set targets per team and channel, then watch the queue against them instead of guessing.