Set and Update Inbox SLAs
  • 09 Jun 2022
  • 1 Minute To Read
  • PDF

Set and Update Inbox SLAs

  • PDF

REQUIRED USER ROLE 
Administrator, Team Manager

SLA for an Inbox is typically configured the very first time the Inbox is created. Every Inbox has a default SLA of 1440 minutes, but you can change that by clicking into the "SLA" field and replacing it with the duration of your choice.

It's important to recognize that there are two ways to manage SLA. We recommend that you read the Difference between Channel Entry Point SLAs and Inbox SLAs for more information.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Orchestration category, click Inboxes. The Inboxes page will show you a list of Inboxes you currently have.
  4. Hover over the Inbox you want to update the SLA for. To the right, click the pencil icon.
  5. Scroll down to the SLA section. Click into the field to change the SLA.
    • You can also use decimal minutes. For example, 0.66 is 40 seconds.
  6. Click Save.



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