# Reply SLA

**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](/mampu-ai/reports/csat-and-sla-reports).

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Source: https://help.mampuai.com/mampu-ai/settings/reply-sla