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How to create an SLA in Multichat?

In this article, you will learn:

An SLA (Service Level Agreement) sets how quickly agents must reply to a customer and resolve a conversation. Multichat tracks first response time, next response time, and resolution time, and shows whether the SLA has been met.

 

How to create an SLA?

 

Go to Settings → SLA. The Service Level Agreements page shows the list of SLAs you have created. Each SLA shows its working hours and time targets: FRT (first response time), NRT (next response time), and RT (resolution time).

 

 

Click Add SLA.

 

 

In the window that opens, fill in the following fields:

  • SLA name - enter a name for the policy.
  • Description - briefly describe what the policy is for.
  • First response time - enter how quickly an agent must reply to the customer's first message, and choose the unit: Minutes, Hours, or Days.
  • Next response time - enter how quickly an agent must reply to the customer's next messages.
  • Resolution time - enter how quickly the conversation must be resolved.
  • Business hours only - turn this on if time should be counted only during business hours.

Click Create.

Attention! The Create button stays inactive until you enter an SLA name. Time values must be numbers greater than zero.

 

 

 

How to edit or delete an SLA?

 

To edit an SLA, click the pencil icon in the Actions column.

 

 

In the Edit SLA window, change the fields you need and click Update.

 

 

To delete an SLA, click the trash icon and confirm the deletion.

 

 

For an SLA to apply to conversations, create an automation rule with the Add SLA action. You can learn how to do this here.

 

 

How is an SLA displayed in a conversation?

 

If an SLA is applied to a conversation, a badge with the remaining or overdue time appears in the conversation list and in the conversation header. Click the badge to open the SLA Breaches window with the dates of the breaches.

 

 

SLA breach notifications appear in My Inbox, marked SLA breach.