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SLA policies

Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer

Go to Settings → SLA to set target first-reply and resolution times. Nateq warns agents before a conversation breaches its SLA.

Steps

  1. 1Open Settings → SLA
  2. 2Click New policy
  3. 3Set targets:
  4. 4First reply time, for example 15 minutes
  5. 5Next reply time, for example 1 hour
  6. 6Resolution time, for example 24 hours
  7. 7Choose when it applies: all conversations, or by channel, team or tag
  8. 8Choose whether to count business hours only
  9. 9Click Save

Conversations close to breaching show a timer in the Inbox. Breaches appear in Reports → SLA.

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