Setting Up SLA Policies

Service Level Agreements (SLAs) help you set response time targets and hold your team accountable. ChattyPie tracks SLA compliance automatically and can trigger alerts when a breach is approaching.

Creating an SLA Policy

1. Go to Settings > SLA Policies
2. Click Create Policy
3. Name the policy (e.g. "Standard Support", "Enterprise SLA")
4. Set response time targets for each priority level:

Priority	First Response	Resolution
Urgent	1 hour	4 hours
High	4 hours	12 hours
Medium	8 hours	24 hours
Low	24 hours	72 hours

1. Choose which conversations this policy applies to (all, or filtered by tag)
2. Click Save

Business Hours

SLA timers only count during your configured business hours. Set your hours in Settings > Business Hours:

• Select your timezone
• Define working days and hours (e.g. Mon–Fri, 9 AM – 6 PM)
• Add holiday exceptions

A conversation opened at 5 PM with a 4-hour SLA won't breach until 11 AM the next business day (assuming 9 AM – 6 PM hours).

Breach Alerts

When a conversation is approaching its SLA deadline, ChattyPie can:

• Send a notification to the assigned agent (15 minutes before breach)
• Escalate by reassigning to a manager or higher-priority queue
• Auto-tag the conversation with an sla-breach tag for reporting

Configure breach actions in the SLA policy settings under Breach Automation.

Monitoring SLA Performance

View SLA metrics in Reports > SLA:

• Compliance rate — Percentage of conversations meeting SLA targets
• Average response time — Broken down by priority
• Breach count — Number of SLA breaches per period
• Agent performance — Individual compliance rates

Tips

• Start with generous targets and tighten them as your team gets faster
• Use different policies for different customer tiers (e.g. free vs. paid)
• Review SLA reports weekly and adjust targets based on actual performance