SLA reminders for chatbot responses

Ensure no customer waits too long by setting up SLA (Service Level Agreement) timers.

What is the SLA processor?

The SLA processor monitors conversations and triggers alerts when response times exceed your defined thresholds.

How it works

1. Customer sends a message
2. Timer starts counting
3. If no response within SLA time → alert is triggered
4. Alert can: notify agent, escalate to supervisor, or auto-transfer

Configuring SLA

1. Go to Chatbot → Settings (or SLA section)
2. Set thresholds:
   • First response SLA — e.g., 5 minutes
   • Resolution SLA — e.g., 24 hours
3. Set actions when SLA is breached:
   • Send notification to assigned agent
   • Escalate to team supervisor
   • Auto-transfer to available agent

Tips

1. Start with realistic SLAs — 5 min first response, 4 hour resolution
2. Monitor breach rate — If > 20% breach, you need more agents or better AI
3. Exclude off-hours — Don't count time outside business hours
4. Use with AI — AI auto-reply keeps first response SLA at near-zero