Service Level Agreement (SLA) policies help you setup and maintain targets for the duration within which your teams respond to conversations.
If you want to add a new SLA policy, follow the next steps:
Go to the 'Admin' section on the left pane.
2. Under the 'Configure' section, select the 'SLA Policies' option.
3. Click in ‘Add policy’.
4. Provide a name and description for the policy - say, WhatsApp Support - Plan A
You can set up Response SLAs based on your needs. Let us look at an example: when ‘custom user property’ ‘Plan type’ ‘is Plan A’ and when ‘Group name’ ‘is Billing’ and when ‘Topic’ ‘is WhatsApp support’
5. Set the SLA target response time as:
- First response - 60 secs
- Every response - 1 min 45secs
6. Set the operational hours as ‘Business Hours’ or Calendar Hours
