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SLA policies & business hours
Calibrate response and resolution targets with coverage-aware schedules.
8 min•workspace•
operations
routing
1. Define service tiers
- Identify premium vs. standard customers.
- Document expected response and resolution times.
- Note blackout periods or holidays for each region.
2. Configure business hours
- Go to Settings → Operations → Business hours.
- Create schedules per queue or brand.
- Include overrides for holidays and maintenance windows.
- Assign backup on-call contacts.
3. Create SLA policies
- Navigate to Settings → Operations → SLAs.
- Define response and resolution targets.
- Set breach grace periods to absorb short spikes.
- Attach notification rules for looming breaches.
4. Apply SLAs to queues
- Map policies to queues or intents.
- Enable Paused outside business hours for teams with limited coverage.
- Use priority overrides for VIP customers.
5. Monitor performance
- Track SLA adherence in analytics.
- Review breach reasons (workload, misrouting, missing info).
- Trigger automations when breach risk exceeds thresholds.
6. Iterate with data
- Quarterly: re-evaluate targets using real response data.
- Collaborate with success and sales to align on customer commitments.
- Update playbooks when new channels or regions launch.
Thoughtful SLAs set clear expectations and help your team prioritize.
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