Rules > SLA Rules
SLA Rules allow you to set goals of urgency for replying to messages within Live Chat. It helps you to ensure that specific customers or customers of higher importance get the support or treatment they expect.
Your first SLA Rule
To create your first SLA Rule click
+ New SLA Rules. As a first step, make sure you give your rule a descriptive name.
First Response Time. This is the time it should take a teammate to reply to the first initial message of a conversation that matches your rule.
Second Response Time. This is the time it should take a teammate to reply to subsequent messages from the same customer.
By clicking the
Condition element, the conditions configuration opens. There you find following condition types:
|URL||Where did the custumer trigger the communication?|
|Inside opening hours||Does the request happen during opening hours?|
|Outside opening hours||Does the request happen outside opening hours?|
|Has Label||Does the conversation have the defined label?|
|Has ID||Does the ID match?|
|Agent online||Is an agent online to answere the conversation?|
|Agent available||Is an angent available to answere the convsersation?|
|Country||Does the customer request come from a specific country?|
|City||Does the customer request come from a specific city?|
To complete your first SLA Rule click
Save & Activate.
In the SLA Rule menu you will find a list of created rules. Here you can create, search for, update and de/activate them.
Additionally, you will see stats about how often each rule matched, and how often you missed your SLA target.