Reply SLAs set clear response and resolution expectations for your team. Open Settings → Reply SLA and click Add SLA — the policy is applied to every open conversation automatically, and a breach is recorded whenever a customer waits longer than a threshold.
A policy sets up to three thresholds:
- First response time — how quickly the first reply must go out.
- Next response time — how quickly every later customer message must be answered.
- Resolution time — how quickly the conversation must be resolved.
Toggle business hours on to count only your working hours against the thresholds (set business hours on each inbox).
One Reply SLA applies per account. Track how the team performs against it in Reports → SLA — see CSAT and SLA reports.