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Applied SLA

Applied SLA

The SLA Applied object contains the details for which SLA has been applied to this conversation. Important: if there are any canceled sla_events for the conversation - meaning an SLA has been manually removed from a conversation, the sla_status will always be returned as null.

type
string

object type

sla_name
string

The name of the SLA as given by the teammate when it was created.

sla_status
string

SLA statuses:

  • hit: If there’s at least one hit event in the underlying sla_events table, and no “missed” or “canceled” events for the conversation.
  • missed: If there are any missed sla_events for the conversation and no canceled events. If there’s even a single missed sla event, the status will always be missed. A missed status is not applied when the SLA expires, only the next time a teammate replies.
  • active: An SLA has been applied to a conversation, but has not yet been fulfilled. SLA status is active only if there are no “hit, “missed”, or “canceled” events.
Enum: "hit" "missed" "cancelled" "active" 
{
"type": "conversation_sla_summary",
"sla_name": "",
"sla_status": "hit"
}