In fast-paced inboxes, timely responses are crucial. Conversation SLAs in Kraken Business Suite™ let you define how swiftly your team should reply to customer conversations within the inbox. Once activated, each conversation shows a live timer to indicate if it’s on track, due soon, or overdue, helping your team prioritize urgent tasks. You can also tailor SLAs for different channels.
What’s New:
- Set Ideal Response Times: Clearly define response targets for your team to align with your business goals.
- Channel Flexibility: Apply a single SLA across all channels, or customize per channel like Email, SMS, or Facebook.
- Live SLA Timers in Conversations: Timers appear next to each conversation, changing colors for urgency — Grey (Active), Orange (Due Soon), Red (Overdue).
- Smarter Automation Handling: Choose whether workflow messages or AI Agent replies count toward your SLA.
- New Filters & Sorts: Identify urgent conversations with SLA status filters and sort by urgency.
Why It Matters:
SLAs bring structure to your response process, ensuring no message slips through. Timely alerts help agents prioritize effectively, and customized SLAs accommodate different communication channels.
How It Works:
- Navigate to Conversations > SLA Settings.
- Enable the SLA toggle.
- Choose between Common or Channel-Specific SLAs and set ‘Due Soon’ and ‘Overdue’ times.
- Save settings. SLA timers will appear in your inbox.