SLA management

SLA management

SLA (Service Level Agreement) policies let you define target response and resolution times for conversations. Winora monitors every open conversation against these targets and alerts you before a breach occurs.

Creating an SLA policy

1. Go to Settings → SLA.
2. Click New policy.
3. Set a name (e.g. "Standard", "VIP").
4. Define the targets:
   • First response time - how soon an agent must send the first reply
   • Resolution time - how soon the conversation must be marked Resolved
5. Optionally restrict the policy to specific priorities (Urgent, High, etc.).
6. Save.

Assigning SLA to conversations

You can assign SLAs manually from the conversation detail panel: open a conversation, find the SLA dropdown in the metadata section, and select a policy. The slaDueAt timestamp is recalculated immediately.

You can also use Automations to assign SLA policies automatically - for example, assign the "Urgent" SLA to every conversation with Urgent priority.

SLA breach alerts

30 minutes before a breach, the assigned agent receives an email alert. Only one alert is sent per ticket to avoid spam.

SLA dashboard

Go to SLA Dashboard in the sidebar to see a real-time overview:

• Compliance rate - % of conversations meeting SLA targets
• Breached now - conversations already past their SLA deadline
• At risk - conversations breaching within the next hour
• By priority - progress bars showing compliance per priority level
• By agent - compliance pills per agent

The dashboard refreshes every 60 seconds.

Escalating breached conversations

From the SLA Breaches page, you can:

• Escalate - change priority to Urgent and reassign
• Snooze +2h - extend the SLA deadline by 2 hours when you need more time