SLAs
Create SLA policies that time first response, next response and resolution after a handover to humans, warn agents before a breach, act when one happens, and track every clock in the inbox.
An SLA (service level agreement) is a response-time promise, for example “a human replies within 15 minutes of a handover”. Robylon starts an SLA clock when a conversation is handed from the AI to your team, warns people as the deadline nears, takes action if it is missed, and tracks how often you meet it.
Open it from Settings → Inbox & Productivity → SLAs.
Create an SLA
Click Create SLA and work through the five sections of the form, then click Create SLA.
Details
Enter a Name (unique in your workspace) and an optional Description.
Trigger
Under Start SLA clock when…, choose the handover that starts the clock:
- An email is handed over from AI to human
- A chat is handed over from AI to human
Conditions
Optionally limit the SLA to some conversations with Add Condition Groups, for example only high-priority tickets or one property value. You can add up to 2 condition groups joined by AND or OR. With no conditions, the SLA applies to every handover of that type.
SLA targets
Turn on at least one metric and set its Target and Warn at percentage. See the metrics.
Warnings and breach actions
Choose what happens when the SLA is at risk and when it is breached. See the actions.
Metrics an SLA can track
| Metric | Clock runs from | Stops when |
|---|---|---|
| First agent response time (recommended) | The handover | An agent sends the first reply |
| Next response time | Each new customer message | An agent replies |
| Resolution time | The conversation is created | The conversation is resolved or closed |
Set each target in Minutes, Hours or Business days. One business day counts as 8 hours.
Warn at sets when the SLA counts as at risk, as a percentage of the target. The default is 75%, so with a 20-minute target the warning fires at 15 minutes.
SLA clocks run continuously, 24 hours a day. They do not pause outside business hours, at night or at weekends. The first response clock starts at the first handover and does not restart when the conversation is reassigned. The next response clock starts as soon as the customer replies.
The resolution clock stops when the conversation is Resolved or Closed. While a conversation is Resolved, none of its clocks run. A new customer message reopens it: the response clocks start again, and the resolution clock shows again but does not repeat its warning or breach actions.
When an SLA is at risk or breached
You can add actions for two moments: When SLA is at risk (warning threshold reached) and When SLA is breached. A new SLA starts with Notify assigned agent as the warning action and Notify all supervisors as the breach action. Add more with + Add warning action and + Add breach action.
| Action | What it does |
|---|---|
| Notify assigned agent | Alerts the agent working on the conversation. |
| Notify all supervisors | Alerts every Supervisor. |
| Notify all admins and super admins | Alerts every Admin and Super Admin. |
| Reassign to group | Moves the conversation to another group. |
| Update property | Sets a property, for example marks it “Escalated”. |
| Send reply | Sends a message to the customer. |
Notify actions can be delivered In-app, by Email, or both.
SLA clocks in the inbox
Every running SLA clock shows in the unified inbox as a countdown, so agents see which conversations to answer first.
- Conversation card: an SLA line appears once a clock passes its Warn at percentage or breaches. It shows the metric (First response, Next response or Resolution) and the time, as “18m left” or “12m overdue”. A +N badge counts the other clocks that also need attention.
- Conversation header: a pill always shows the time on the most urgent clock, whatever its state.
- Hover card: hover over the card line or the header pill to see a card titled with the policy name followed by “SLA”. It has one row per running clock with its state, the time left, and the goal, as “Goal: reply within 15m” or “Goal: resolve within 2h”.
Each clock has one of three states:
| State | Colour | Meaning |
|---|---|---|
| On time | Green | The clock has not reached its Warn at percentage. |
| Due soon | Orange | The clock is past its Warn at percentage but not yet breached. |
| Overdue | Red | The target has passed. |
No SLA line, pill or hover card shows on four kinds of conversation: closed conversations, resolved conversations, conversations that matched no SLA policy, and conversations whose policy is Inactive or deleted.
To work the most urgent conversations first, sort the list by SLA due. See Sort the list.
Check SLA compliance
The SLAs list shows each policy’s compliance: the percentage of timed conversations that met the target. Each metric on each conversation is recorded as met or breached, and breaches are counted against the agent who held the conversation.
Set a policy to Active or Inactive to turn it on or off.