SLA Management
Set First Response and Resolution Times
SLAs (AKA Service Level Agreements) are reminder-based rules for how quickly you want to respond and resolve customer issues.
Pylon supports three levels of SLA:
-
First Response Time: First response time is how quickly someone on your team has responded to an initial message or request.
-
Next Response Time: Response time is how quickly someone on your team has responded to every subsequent message in a request after the first.
-
Resolution Time: Time to resolution is how long it takes to close a conversation after it’s been started.
Setup
You can customize SLAs on the Triggers Page. We have a set of recipes you can use to set up initial SLAs as well as a channel to escalate to.
SLAs can be customized for different sets of customers based on Tags + Custom Fields set either in Pylon or set from your CRM.
For example, below we have seperated pre-sales and post-sales SLAs:
SLA | First Response | Resolution | Escalation Channel |
---|---|---|---|
Default | 60m | 7 days | #alerts-priority |
Prospect (Pulled from CRM) | 60m | 2 days | #alerts-priority |
SLA Alerts
If the SLA period is passed, the following alerts will sent out.
- The
Escalation Channel
configured will be notified - If the
Conversation
has an Assignee they will aslo get a direct message from the Pylon bot
Support Hours
If you want the SLAs times to only work during your working hours, you can configure Support Hours on the Settings Page.
This ends up being useful for off-hours on weekdays and weekends.