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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 any of Urgent, High, Then Add SLA of X hours. Both filters are multi-select, so one rule can cover several priorities and several channels.
4

Configure business hours

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

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How a rule matches a ticket

A rule’s When row holds filters. Different filters narrow each other; values inside one filter widen it. A filter you do not add is not a restriction:
  • No Channel filter means the rule applies to every channel.
  • No Priority filter means the rule applies to every priority, including tickets with none.
No priority is a value you select, not a default. A rule listing only Urgent, High, Medium, and Low skips tickets that have no priority. Add No priority to that rule, or drop the Priority filter, to cover them.
A rule with no filters at all matches nothing, and the editor flags it. That is deliberate: an empty rule would otherwise stamp an SLA on every ticket in the workspace.

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When two rules overlap

Rules are checked from top to bottom. A ticket takes the first rule it matches, and checking stops there. Keep narrow rules above broad ones, otherwise the broad rule claims the tickets first. A ticket is re-matched whenever its priority, channel, team, or tags change, so it can move from one rule to another during its life. Editing a rule’s filters re-evaluates the tickets that rule already tracks and picks up newly matching ones.

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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

Rules cannot wait out the SLA window or write a contextual customer reply. Create an AI Agent with a delay-based trigger for the follow-up. Let it check the ticket state, add an SLA breached tag when appropriate, and send a short update. Build an inbox view on that tag for your team.

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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.