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An SLA is the response target your team commits to. Chatarmin CX applies matching targets to tickets through rules you define.

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When to use it

Use SLAs when:
  • you have customer-facing response targets
  • priorities need different deadlines
  • a channel has a hard window (for example a marketplace 24-hour rule)
Skip SLAs when you only need an internal team deadline, or when one deadline applies to everything and you do not need per-ticket targets.

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Set it up

Find SLAs under Settings → SLA (Features).
1

Enable SLAs

Turn on Enable SLAs at the top of the page. Rules do not run until this is on.
2

Add an SLA rule

Open the Automation rules tab and click Add rule.
3

Set When and Then

Example: When Priority is Urgent, Then Add SLA of X hours. Save, then add rules for other priorities as needed.
4

Configure business hours

Set your schedule under Settings → Business hours before you rely on business-day counting.

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Business days vs calendar time

With business days on, a 12-hour SLA opened late on a working day can run into the next open day.

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Working with SLAs in the inbox

By default, the inbox surfaces breached tickets and tickets closest to their deadline near the top. Remaining SLA time appears on the ticket below the priority.

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Optional breach follow-up

A single rule cannot wait out the SLA window and message the customer. For quiet breached tickets:
  1. Use a legacy Workflow with a wait slightly longer than the SLA window.
  2. Tag tickets that still have no reply (for example SLA breached).
  3. Build an inbox view on that tag.
  4. Optionally send a short customer update in the same workflow.

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Track performance

On the SLA page, open Analytics for the selected timeframe: met, breached, on-time rate, and breach rate for first response. Related: Rules, Views and filters, Dashboard metrics.