Hello Community,

Hope you’re having a fantastic Wednesday! We have some exciting news to share regarding the changes in our Service Level Agreements (SLAs) for Messaging channels.

Starting on October 16, 2023, we will be offering reply time SLAs for all accounts that use social, web, or mobile messaging channels.

With this change:

• Workforce managers can set up First reply time and Next reply time SLA metrics for social, mobile, and web messaging channels.
• Agents will have a countdown SLA timer on their assigned messaging tickets, aiding them in prioritizing their responses.
• Managers can access reporting in Explore to track trends on SLA adherences or breaches, enabling strategic decision-making.

What Do You Need to Do?

If your account uses social, web, or mobile messaging channels, kindly review your SLA setup. Evaluate if you need to change SLAs specifically for certain channels or groups of agents.

Check out our announcement here for more information: Announcing an upcoming enhancement to reply time SLAs for Messaging

The following feedback thread has also been updated with these updates: 

• Social Messaging - First Reply Time SLA (missing)

As always, we thank you for sharing your feedback with us as we continue to improve Messaging to better serve your business needs. 

Don't hesitate to reach out if you have questions or require further clarification about these changes. We're happy to help!