SLA Policies

Service Level Agreements (SLAs) define the time targets your team commits to for first response and resolution. Ndoto tracks these targets automatically and flags conversations that are at risk or breached so agents and supervisors can prioritise accordingly.

Manage SLA policies from Settings → SLA.

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What SLAs Track

Each SLA policy defines up to two time targets:

Times are measured in hours. You can set either or both targets on a policy.

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Creating an SLA Policy

1. Go to Settings → SLA
2. Click Add SLA Policy
3. Enter a name (e.g. "Standard", "Priority", "Enterprise")
4. Set the First Response Time in hours (leave blank to skip)
5. Set the Resolution Time in hours (leave blank to skip)
6. Click Create

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Assigning SLAs to Inboxes

SLA policies are assigned at the inbox level. Every conversation that arrives in an inbox inherits the SLA policy assigned to that inbox.

To assign an SLA:

1. Go to Settings → Inboxes
2. Click Settings on the inbox
3. Go to the Configuration tab
4. Select the SLA policy from the dropdown
5. Click Update

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SLA Status in Conversations

Each open conversation shows its SLA status in the conversation list:

Conversations with a breached or due-soon SLA are highlighted so agents can prioritise them. Supervisors can filter the conversation list by SLA status to get a quick view of at-risk conversations.

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SLA in Reports

The Reports → Overview section includes SLA metrics:

• First response time averages per agent, inbox, and team
• Resolution time averages
• Breach rate over a selected time period

Use these to identify inboxes or agents that consistently miss targets and adjust staffing or policies accordingly.

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Frequently Asked Questions

Does SLA pause outside business hours? SLA timers run continuously by default. If you need SLA to pause outside working hours, configure Business Hours on the inbox — the SLA clock only counts time during the defined working hours when business hours are enabled.

Can I set different SLAs for different priority levels? You can create multiple SLA policies with different targets (e.g. a "High Priority" policy with a 1-hour first response, and a "Standard" policy with a 4-hour target) and assign them to different inboxes.

What happens when an SLA is breached? The conversation is flagged in the list view and counts toward breach metrics in reports. Ndoto does not automatically reassign or escalate a breached conversation — supervisors action these manually.

Can I apply an SLA to a specific conversation rather than an inbox? SLA policies are inbox-level. All conversations in an inbox inherit the same policy.

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Related Docs

• Conversations
• Reports & Analytics
• Teams & Agents