How to Set Up and Manage Service Level Agreements (SLA) in Pabbly Chatflow

Configure SLA refers to setting up Service Level Agreements within Pabbly Chatflow. An SLA is a commitment that defines the maximum time your team has to respond to and resolve customer messages or issues. Configuring SLA helps you:

• Set clear expectations for response and resolution times.
• Ensure timely customer support.
• Monitor if your team is meeting response goals.
• Improve customer satisfaction by maintaining quality support standards.

In Pabbly Chatflow, Configure SLA allows you to specify these time limits (like hours and minutes) for your support team to reply to WhatsApp messages and fully resolve conversations. If the team misses the SLA time, it will be marked as exceeded, helping you track delays and manage support performance effectively.

Follow these steps to define and manage SLA (Service Level Agreement) rules inside your Pabbly Chatflow account to improve customer response times and support quality.

Step 1: Log in to Your Pabbly Chatflow Account

Access your Pabbly Chatflow dashboard by signing in with your credentials.

Step 2: Navigate to SLA Configuration

1. Go to the Settings module.
2. In the navigation panel, click on Configure SLAs.

Step 3: Set SLA Duration

• Enter the SLA values in hours and minutes.
• This defines the maximum time allowed to send the first reply and fully resolve the conversation after a customer’s message is received.

Once you enter the SLA time:

• Your team members must respond within the specified SLA duration.
• If they fail to respond within the given SLA time, the SLA will be marked as exceeded.

Note: The SLA duration will be calculated based on the hours and minutes entered. For example, if you configure 12 hours and 30 minutes, the due time for responding to each WhatsApp message will be set 12 hours and 30 minutes after the message is received.

Step 4: Save Your SLA Configuration

After entering the SLA durations:

• Click Save to activate the SLA settings across all incoming customer chats.

Note: Setting up SLAs ensures that your team responds within an agreed timeframe, improving customer satisfaction and maintaining service standards.

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Originally posted by Manali Verma on 2025-04-28 (forum thread #28684).