Service Level Agreements (SLAs)¶
A Service Level Agreement is the commitment you make to your customers about how quickly you will respond and resolve their issues. In ChannelX, SLAs turn that commitment into something measurable: you define target times, attach them to conversations, and the system tracks whether you are on pace to meet them. This keeps your support predictable and holds the team accountable to a consistent standard.
Metrics you can track¶
An SLA is built from one or more of these metrics:
| Metric | What it measures |
|---|---|
| FRT — First Response Time | How long the agent takes to reply to a customer's very first message. The headline measure of responsiveness. |
| NRT — Next Response Time | The gap between a customer's follow-up message and the agent's next reply. Keeps an ongoing conversation moving. |
| RT — Resolution Time | The total time from first contact to fully resolving the issue. A measure of overall efficiency. |
Creating an SLA¶
SLAs are configured in Settings. An administrator creates them, and each SLA must track at least one metric.
Warning
An SLA cannot be modified after it is created, you can only create or delete one. If you need to change a target, create a new SLA and switch your rules over to it. Make sure your metric values are right before you save.
Applying an SLA¶
SLAs are not attached by hand; you apply them through an automation rule that fires on a conversation event. For example, you might apply an "Enterprise P0" SLA whenever a conversation is created by a specific customer email and the priority is set to Urgent.
Once a conversation matches the rule's conditions, the SLA is applied automatically and the timers start.
Note
Once an SLA is applied to a conversation, it cannot be removed from that conversation. Design your automation conditions carefully so the right SLA lands on the right conversations.
Tracking SLAs in the dashboard¶
Conversations with an active SLA show their status in the interface. As a conversation approaches an SLA threshold, ChannelX surfaces an indicator so agents can prioritise it before the target is missed. This gives the team an at-a-glance sense of what is at risk and what still has room.
Common questions¶
Can I pause the SLA clock outside working hours? Yes. If you configure the SLA to respect business hours, the timers pause overnight and on weekends. See Business hours for how that interacts with SLA timing.
Why can't I edit an existing SLA? SLAs are deliberately immutable to keep historical tracking honest, conversations already measured against an SLA shouldn't have their targets changed retroactively. Create a new SLA instead.