SLAs (service level agreements) help set a target for your team to provide a consistent, high-quality customer experience.  Using SLA rules, you can provide specific types of customers with the support they expect.

SLA rules allow you to: 

  • Ensure your team prioritizes urgent conversations.
  • Provide VIP customers with support based on response times you’ve agreed with them.
  • Set time-based targets for your sales team to reply to high-value leads.
  • Set internal performance goals for your support team.

Note: You will need Inbox Premium to access SLA rules.

To set up an SLA rule, go to Inbox > Automation > SLA Rules. Then, click ‘New rule’:

Next, name your rule: 

You can apply an SLA when a conversation meets all, or any, of the data you use to target the right audience. 

Note: If you’d like to combine multiple pieces of data, choose ‘Match all’.  Or, if you’re targeting a broader audience, choose ‘Match any’.

Next, select the data that will trigger the SLA rule. For example, if you want your sales team to prioritize conversations with high-intent leads, you could target leads who start conversations on a certain page, or use specific words in their conversation: 

Once you’ve defined your rule, you can either create a new SLA, or choose an existing one. Just click ‘Apply SLA’:

To create a new SLA, just click ‘New SLA’: 

Then, name your SLA:

Pro tip: You should give each SLA a clear and specific name, so you can easily identify and track it in your SLA reports. 

Next, set the target for your team’s first response time. 

This is the time it should take a teammate to reply to the first message in a conversation that matches your rule. You can also set a target for your next response time:

This is the time it takes a teammate to reply to each subsequent reply from a customer who matches your SLA rule. 

Important: SLA rules take your office hours into consideration. For example, if your office hours are set to 9am - 6pm, and your SLA first response time is 30 minutes, a message received at 5:50pm will have an expected response time of 9:20am on the next working day. 

Once you’ve created your SLA, click ‘Save and set live’ to set it live: 

Note: You can pause or delete an SLA rule at any time. If you do, the SLA rule will stop applying to new conversations. However, it will still apply to conversations that matched the rule before you paused it. 

Rank your SLA rules in order of priority

To set your rules in order of priority, just drag and drop them in your preferred order:

The SLA rule at the top of the list will be applied to a matching conversation first. If a conversation doesn’t match the first rule, it will run through each rule until it matches one. If no rules match, an SLA target won’t be applied. If your customer replies again, the conversation will run through your SLA rules in the same order again to see if it matches one.

Prioritize conversations with SLA targets

When a conversation matches an SLA rule, you’ll see the first response target in your conversations list. 

The SLA target will continue to count down until you reply. If you haven’t replied within the SLA target, its status will change to ‘Overdue’. 

When a teammate replies, the SLA target will change to the ‘next response’ target, if you have set one.

You can easily reply to the most urgent SLA targets first, by sorting your conversations by ’next SLA target’: 

If an SLA rule no longer applies to a conversation, you can easily remove it:

What’s next? 

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