Changelog: Service Level Agreements (Beta)

Service Level Agreements (SLAs) are contracts that establish clear expectations between your team and customers. These agreements set standards for response and resolution times, forming a framework for accountability and ensuring a consistent, high-quality experience. Last week, we introduced the ability to create an SLA policy and apply it to your conversations.

The feature is currently in beta and will be publicly released for Business and Enterprise customers in the coming weeks. If you'd like to test it out, please contact us through in-app support. We'll be happy to enabled it for you.

An SLA policy consists of the following metrics:

First Response Time: Measures the time taken for the initial reply to a customer's inquiry.

Next Response Time: Gauges the time taken for followup responses after the initial response.

Resolution Time: Indicates the time to fully resolve a customer's issue, a key measure of your customer service team's efficiency.

An SLA can be applied to a conversation through automation. The SLA is applied whenever the rules match. An example of such configuration is available below.

If a breach occurs in the conversations, you will receive a notification, allowing you to take prompt action and ensure that the agreed standards of service are maintained.

That's all for this week. Let us know your feedbacks :)