Inbox Operations6 min readUpdated July 10, 2026
SLA settings configuration
Configure targets, business hours, and automated escalation parameters.
Configure your SLA targets and policies from the SLA settings page to match your support team's operating schedule and response standards.
SLA operational modes
- Auto Mode: Applies system defaults across channels (10m chat, 30m email, 15m WhatsApp).
- Manual Mode: Lets you define custom response and resolution targets for individual channels.
- Hybrid Mode: Uses manual targets with system-calculated fallbacks for unconfigured slots.
Business hours and weekend pauses
Ensure your response counts are accurate. Toggle Business Hours to pause SLA countdowns outside your operating window (e.g., 9:00 AM to 5:00 PM). Enable Weekend Pause to stop timers on Saturdays and Sundays.
Escalation policies
- Scope: Restrict escalation notifications to the assigned agent, admins, or send alerts globally to all teammates.
- Cooldown: Set a notification cooldown (e.g., 30 minutes) to prevent alert storms for breached tickets.
- At Risk Alerts: Send push notifications when conversations transition to an at-risk state.