Overview
SLA management lets support and sales leads define first-response and resolution targets per channel, plan, or customer segment, and enforces them across the unified inbox. Policies follow business hours, pause during customer waits, and escalate before a breach instead of after. It is built for teams that report on service quality to customers or executives, and want the numbers to match reality.
- Define first-response and resolution targets per channel or segment
- Apply business hours, holidays, and timezone per team
- Pause SLA timers while waiting on the customer
- Auto-escalate to a manager or queue before breach
- Tag VIP contacts from the CRM for tighter SLAs
- Live SLA badges on every conversation in the inbox
- Report on attainment, breaches, and trends by agent or channel
How it works
Create a policy
Set first-response and resolution windows, attach business hours, and pick which conversations it applies to by channel, tag, or CRM segment.
Route and track live
Incoming chats inherit the matching policy. Agents see a countdown badge per conversation and Captain AI can draft a reply to keep the timer green.
Escalate and review
At-risk conversations auto-route to a backup queue or manager. Weekly reports show attainment by agent, channel, and customer tier.