SLA information on conversations

Pratibha Agrawal Updated by Pratibha Agrawal

Once SLA policies have been set up in your shared mailbox, all of the members can view the SLA information on conversations. This would include things like:

  • what is the next action due on the conversation (First response/ Resolution),
  • when it is due,
  • which SLA policy is mapped to the conversation etc.

Let's look at what information is visible when you're viewing multiple conversations in list view and when you're viewing an individual conversation

SLA information in list view

When you're in a Hiver view (Unassigned, Mine etc) or a Gmail list like Inbox, if there's a shared conversation which has an SLA running on it then you will be able to see a SLA chip which indicates the next action due on that conversation.

  1. The acronym text that you see on the chip will tell you the next action due on the conversation- FRT represents First Response Time and RT represents Resolution time.
  2. The color of the chip indicates the SLA status
    1. Upcoming (Grey chip)
    2. Due soon (Orange)
    3. Overdue (Red)
Due soon (orange color) will only be visible only if your admin has added the 'Due soon status' while creating SLA policies. Due soon status (SLA reminders) feature is present only on the latest Elite plan. If you're on an older version of Elite, please upgrade to get access to this feature.
  1. When you hover on the chip, you will be able to see the timestamp at which the action (FRT/ RT) is due
  2. In the below cases you will NOT see the SLA chip on a conversation in the list view:
    1. The conversation is not mapped to any SLA policy
    2. SLA was removed on a conversation manually by a user. Read more about this here.
    3. The conversation is mapped to an SLA policy but is Closed at the moment. Since no action is expected from a user on a closed conversation, there's no 'next action' due in this case.
  3. When a conversation belongs to multiple shared mailboxes and is mapped to policies in more than 1 mailbox then you will be able to see the next action due for each mailbox

SLA information in conversation view

When you're on a shared conversation which is mapped to an SLA policy, you will be able to see all relevant SLA information on it.

  1. For quick glance, you will be able to see the next action due similar to that of list view. The color will indicate the SLA status (Upcoming/ Due soon/ Overdue)
  2. You can tap on the SLA widget to expand it and you will be able to see the following:
    1. Name of the SLA policy mapped to the conversation
    2. Policy is running on business hours or calendar hours
    3. All actions due and when they are due
    4. Both action (First response, Resolution) will have a color (grey/ orange/ red) associated to it which will again indicate the SLA status (Upcoming/ Due soon/ Overdue)
Due soon (orange color) will only be visible only if your admin has added the 'Due soon status' while creating SLA policies. Due soon status (SLA reminders) feature is present only on the latest Elite plan. If you're on an older version of Elite, please upgrade to get access to this feature.

Manually removing SLA on conversations to prevent anomalies

It often happens that conversations which are spam emails/ automatic replies don't get closed immediately and end up ruining your resolution metrics. In order to avoid such anomalies having running SLAs, users can go to a specific conversations and remove SLA from them.

  1. This action is controlled by permissions. By default, only Mailbox admins and Admins can access the delete option. Learn more about SLA permissions here.
  2. Members and supervisors won't be able to see the SLA delete option on the conversation
  3. Once the SLA is removed, this conversation would be never re-evaluated by the SLA system.
  4. Here's what you will on the conversation right panel
  5. An activity log will also be added which would state which user removed the SLA form the conversation. Refer to the next section for more details on this.

SLA updates in activity feed

Whenever there's any update on the conversation related to SLAs, a record is added to the 'All activity' log on the conversation. This helps supervisors investigate any conversation in detail. Following are the instances when an activity will be added to the log:

  1. When an SLA policy gets mapped to the conversation
  2. When tag changes result in policy update, there are 2 activities added- one for removal of the current SLA policy and another one for addition of the new policy
  3. When a user manually removes SLA on a conversation
  4. When First response/ Resolution is Overdue meaning when the respective SLAs are breached

How did we do?

Overdue and Due soon views

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