Manage SLA Policies

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SLA Policies are used to define Estimated Wait Time for conversations, allowing you to dynamically prioritize your Omnichannel queue to ensure that customers with the shortest wait time are served first.

How SLA policies work

Estimated Wait Time is the maximum duration a customer is expected to wait in the queue before an agent accepts the chat. When SLA Policies are enabled for queue sorting, chats are ordered by the urgency of their SLA and those with a shorter wait time will appear higher in the queue.

For example, if an SLA policy specifies an estimated wait time of 10 minutes, the chat should be assigned to an agent within 10 minutes of being queued.

As SLA policies are not required for every chat, the Omnichannel queue will contain a mix of conversations both with and without an assigned SLA.

Enable SLA policies

To enable SLA Policies as the queue sorting mechanism in your workspace:

  1. Navigate to Manage  > Workspace > Settings > Omnichannel > Queue Management.

  2. For the Sorting Mechanism field, select SLA Policies.

  3. Click Save Changes.

Once enabled, you can define the time-based policies that will be applied to chats.

Create an SLA policy

To create an SLA Policy:

  1. Go to Manage  > Omnichannel > SLA Policies.

  2. Click Create SLA policy.

  3. Enter the required information:

    • Name: Enter a unique name for the SLA Policy.

    • Description: Provide a brief description of the policy:

    • Estimated due time:  Define the expected wait time in minutes. Chats assigned to this policy will be prioritized based on this time.

  4. Click Save.

You cannot create two policies with the same name or due time.

Delete Omnichannel SLA policies

To delete an existing SLA Policy, click the   delete icon next to the policy in the SLA policies list.

Set the SLA policy for a chat

To set the SLA policy for a chat:

  • Click the Room Information icon from the menu bar.

  • Click Edit and select the SLA policy.

  • Click Save.

After updating the SLA policy, the chat is reordered in the Omnichannel queue to reflect its new priority based on the updated estimated wait time.

By defining estimated wait times and prioritizing chats accordingly, you can optimize your agents’ workflow and deliver a better customer experience.