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SLA Rule

SLA Rule

An SLA rule is a workspace's service-level agreement definition. It sets the response-time targets a conversation is measured against.

typestring

The type of the object - always sla_rule.

Example:"sla_rule"
idstring

The unique identifier for the SLA rule.

Example:"12"
namestring

The name of the SLA rule. It is unique within the workspace.

Example:"VIP customers"
created_atinteger

The time the SLA rule was created as a Unix timestamp.

Example:1717200000
updated_atinteger

The time the SLA rule was last updated as a Unix timestamp.

Example:1719800000
archivedboolean

Whether the SLA rule is archived.

Example:false
archived_atinteger or null

The time the SLA rule was archived as a Unix timestamp, or null if it is not archived.

Example:1721000000
first_reply_time_in_secondsinteger or null

The target time in seconds for the first reply, or null if no target is set.

Example:3600
next_reply_time_in_secondsinteger or null

The target time in seconds for a teammate to reply to each subsequent customer message, or null if no target is set.

Example:7200
time_to_close_in_secondsinteger or null

The target time in seconds for closing the conversation, or null if no target is set.

Example:172800
resolution_time_in_secondsinteger or null

The target time in seconds for a ticket to be resolved, or null if no target is set.

Example:86400
speed_of_answer_in_secondsinteger or null

The target time in seconds to answer an inbound phone call, or null if no target is set. This timer does not pause.

Example:120
office_hours_schedule_idstring or null

The unique identifier for the office hours schedule the SLA rule's timers count against. This is the SLA rule's own schedule if it has one, otherwise the workspace's default schedule. It is null if neither exists.

Example:"123"
pause_on_waiting_on_customerboolean

Whether the SLA rule's timers pause while the conversation is waiting on the customer.

Example:true
pause_on_snoozeboolean

Whether the SLA rule's timers pause while the conversation is snoozed.

Example:false
{
  "type": "sla_rule",
  "id": "12",
  "name": "VIP customers",
  "created_at": 1717200000,
  "updated_at": 1719800000,
  "archived": false,
  "archived_at": 1721000000,
  "first_reply_time_in_seconds": 3600,
  "next_reply_time_in_seconds": 7200,
  "time_to_close_in_seconds": 172800,
  "resolution_time_in_seconds": 86400,
  "speed_of_answer_in_seconds": 120,
  "office_hours_schedule_id": "123",
  "pause_on_waiting_on_customer": true,
  "pause_on_snooze": false
}