Creating SLA-based automations

SLA policies define how quickly your team is expected to respond to and resolve conversations. You can create an SLA-based Automation to take action when one of these targets are missed, helping your team identify and address breaches promptly.

For example, you can:

• Notify the assignee and their team lead when a first response target is missed.
• Add a priority tag and reassign a conversation to an escalation specialist when its resolution target is missed.
• Add an internal note prompting the assignee to acknowledge the delay and tell the customer when to expect an update.
• Escalate breaches from high-priority customers to the account owner.

Prerequisites

Before you begin, make sure:

• At least one SLA policy is set up in the Shared Inbox.
• You have Admin permissions in Hiver.

Setting up the automation

1. Go to Admin Panel → Shared Inboxes, and select an inbox.

2. Click Automations → Create Automation, and give it a name.

3. From the trigger dropdown, select the SLA trigger you want to use.

4. Click Add step → Action, and choose an action. For example, you can add an internal note, notify a team member, send a reply.

5. Click Save and enable.

Note: To run the automation only in certain cases, add an If condition step before the action.

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