There are two ways to set SLA in Gladly:
Inbox level (Inbox SLA) via Inbox settings.
Entry Point level (Entry Point SLA) via Entry Points.
When you set an Inbox SLA — which is required — that SLA applies (which sets the due date) to all the Conversations that go into that Inbox, regardless of the Channel your Customer used. But there might be situations where you set the SLA on the Entry Point instead of the Inbox. Suppose you have two email Entry Points that route emails to an Inbox with an Inbox SLA of 10 hours. But of those two Entry Points, one might be reserved for your VIP Customers (e.g., [email protected]), for whom you have a shorter turnaround time of two hours. In this case, you want to set a separate SLA for your VIP Entry Point of two hours rather than have the default 10-hour Inbox SLA apply, which you can configure via the Entry Points settings page by creating an exception.
When Entry Point SLA regularly overrides the Inbox SLA
Unlike the Inbox SLA, the Entry Point SLA is not required. However, when it is configured, the Entry Point SLA is used regardless of whether it's shorter or longer than the Inbox SLA.
It’s important to note that when the Entry Point SLA differs from the Inbox SLA, the Entry Point SLA will apply. Let’s take an example of an Inbox with three different Entry Points and an Inbox SLA of 10 hours.
Entry Point SLA | Inbox SLA | Explanation | |
|---|---|---|---|
Entry Point #1 | Blank | 10 Hours | Since there's no Entry Point SLA, the Inbox SLA (10 hours) applies by default. |
Entry Point #2 | 14 Hours | 10 Hours | Because there's an Entry Point SLA, the Entry Point SLA of 14 hours overrides the 10 hours Inbox SLA. |
Entry Point #3 | 3 Hours | 10 Hours | Because there's an Entry Point SLA, the Entry Point SLA of 3 hours overrides the 10 hours Inbox SLA. |
When Entry Point SLA could be overridden
When Conversations move between Inboxes whether they're assigned manually or by a Rule, Gladly no longer knows about the Entry Point because it's only applicable in the context of a single inbound message. When Conversations move between Inboxes, Gladly compares the SLA of the current and new Inbox and chooses the shorter SLA to apply to the new Conversation due date.