Where to start
Settings → Chatbox and inboxes → SLA policies
For panel settings, sign in to the intended workspace with a role that has access to that section. Available tools depend on your plan and configured services.
Step 1
Create a policy and set the first-response, next-response and resolution targets you can support.
Step 2
Review where the policy applies and its working-hours behavior before activation.
Step 3
Test a conversation and check its measured target in the SLA report.
Check the result
Applicable conversations can be measured against explicit response targets.
If something does not work
Check the selected workspace and inbox, your access role and the save confirmation. Reload the page to confirm the saved state. If the issue continues, contact support with the page name and error text.
Contact support