SLA Configuration

SLA (Service Level Agreement) means Service Level Agreement. In the context of support, it represents the commitment of time and quality assumed when opening a ticket or requesting support.

SLA helps establish clear and measurable criteria, bringing more security and organization to customer service. It contributes to:

• Ensuring transparency regarding response times • Helping the team prioritize requests • Monitoring and improving service efficiency

Here at Hablla, we have SLA settings designed to optimize the service flow and support prioritization of requests, making the experience more agile, organized, and aligned with the customer's needs.

By accessing the settings field in the upper right corner of your screen, you will find the SLA management option. In this area, you can organize and define deadlines for each support channel, such as WhatsApp, Instagram, email, phone call, Facebook, and Telegram.

Within each channel, you can configure response times in a personalized way, ensuring that deadlines are aligned with your operation's strategy and contributing to a more organized and efficient flow.

Within each of these settings, you will find options such as time definition and registration of pre-programmed messages, designed to maintain consistency and quality of service in all contacts.

It is also possible to set an organized deadline for the agent to return to the customer, helping to maintain the pace of the operation without compromising the experience and attention given to each interaction.

FPR – First Response Time

With this feature, you can set a maximum time for the agent to make first contact with the customer after the service starts. This helps maintain agility and align expectations from the very first moment of the conversation.

In addition to configuring the first response deadline, it is also possible to define automatic actions for cases in which this time is not met, ensuring the flow remains organized and the customer receives appropriate attention strategically.

• Transfer: after the configured time, the service is automatically directed to the previously defined department and/or user, ensuring continuity and keeping the flow organized.

• Close: upon reaching the stipulated deadline, the service is automatically closed, contributing to more structured management of conversations.

• Archive: after the defined time, the service is automatically archived, facilitating the organization of the queue and history.

• Message: It is possible to schedule the automatic sending of a message upon reaching the configured deadline, initiating the service and keeping communication active with the customer.

The same logic applies to FTR and FTC. The only difference is that, for the closing time, there is no configuration for additional actions.

These rules apply to all channels, ensuring standardization, clarity in processes, and a consistent experience in each service interaction.

SLA management settings can be customized for each department directly in the departments tab, allowing each team to have its own deadlines aligned with its routine and service strategy.

Additionally, these settings can be monitored via the user monitoring screen, making it easier to visualize performance and supporting more strategic and organized team management.