With Service SLAs, your team can track deadlines in real-time and monitor key conversation stages within the Support Service module of Zenvia Customer Cloud.
This feature helps reduce delays, organize support priorities, and improve the customer experience during chat interactions.
You can configure SLAs for:
Wait time;
First response;
Time between messages;
Total conversation resolution time.
Additionally, you can define which support groups will use each configuration.
Important: To configure SLAs, you must:
- Have access to the Support Service module.
- Possess Service Configuration permissions.
How to Configure an SLA
Access the Support Service module.
Click on Settings and go to the Conversation Settings tab.
Click on Manage under the Support Groups option.
Select the desired group and click the pencil icon to edit the settings.
Toggle the Enable SLA rule option.
Fill in the desired SLA fields.
Click Save changes.
Success! Once configured, support sessions for this group will display SLA indicators directly in the chat inbox.
SLA Types
There are 4 types of SLAs available. All durations can be configured between 60 seconds (1 minute) and 600 seconds (10 minutes).
1- Wait Time SLA:
Defines the maximum time a conversation can remain in queue before an agent assigns it to themselves.
2- First Response SLA:
Defines the maximum time for the agent to send the initial reply to the customer after the session starts.
3- Message SLA:
Defines the maximum time between interactions within a conversation, considering new messages sent by the customer and the agent's reply time.
4- Conversation Resolution SLA:
Defines the maximum time from the start of the interaction to its final closure.
Key Notes:
Conversation Resolution SLA is mandatory whenever the SLA rule is enabled.
Other SLAs are optional.
The First Response SLA must be longer than the Wait Time SLA.
The Resolution SLA must be longer than both the Wait Time and First Response SLAs.
The Wait Time SLA must have the shortest duration configured.
Viewing the SLA During Support
When a support session is linked to a group with an active SLA, the system will display a status tag and a countdown clock directly within the ticket. Additionally, the expiration time will be shown below the first message of the conversation.
Hovering over the SLA information will display the full breakdown of the indicators configured for that specific interaction.
Statuses and Visual Alerts
SLAs can show three different statuses during service:
On Time: All configured SLAs are within the expected timeframe.
Expiring: At least one SLA is nearing its deadline and requires the team's attention.
Expired: At least one SLA has exceeded the configured timeframe.
💡 Don't worry: When an SLA has 15 seconds remaining, the system will visually highlight the interaction to alert the team.
SLA Priority
When more than one SLA is active at the same time, the system will prioritize the one that requires the most immediate attention. The priority follows this order:
Wait Time SLA;
First Response SLA;
Message SLA;
Conversation Resolution SLA.
Frequently Asked Questions (FAQ)
Do I need to configure all SLA types?
No. Only the Conversation Resolution SLA is mandatory when the SLA rule is active.
Does the SLA work in real-time?
Yes. SLA indicators are updated automatically during the support session.
What happens when an SLA is close to expiring?
The system will visually highlight the chat session when there are 15 seconds left before the SLA expires.
Can I configure different SLAs for each group?
Yes. Each support group can have its own specific SLA settings.