Important product naming update: Sidekick is now called Gladly (AI) and Gladly Hero (the Platform) is now Gladly Team. Please keep this in mind as you read through our documentation.

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Do we have to set up SLA Business Hours?

  • Updated on Feb 7, 2025
  • Published on Jan 30, 2025
  • 1 minute(s) read
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You don’t have to configure SLA Business Hours, but keep in mind that certain reports will make it look like you are running you a 24/7 contact center as Gladly won’t be able to determine you standard operating hours.

Related docs
  • Are we required to configure Business Hours?
    More Settings and Features > Settings and Features > Business Hours Settings > Business Hours (Operational Hours) > Business Hours FAQs and Troubleshooting
  • What Is SLA Business Hours?
    More Settings and Features > Settings and Features > Business Hours Settings > SLA Business Hours (Reporting) > Get Started With SLA Business Hours (Reporting)
  • Configure SLA Business Hours
    More Settings and Features > Settings and Features > Business Hours Settings > SLA Business Hours (Reporting) > Manage SLA Business Hours (Reporting)