> ## Documentation Index
> Fetch the complete documentation index at: https://docs.haloagents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# SLAs

> Set first response, next response and resolution targets, see a countdown on every conversation, and get alerted before a target is missed.

## What SLAs do

An SLA (service level agreement) is a set of targets for how fast your team answers and closes conversations.

* **First response**: from when the conversation starts until a teammate first replies.
* **Next response**: each time the customer writes after a teammate replied, until the next teammate reply.
* **Resolution**: from the start until the conversation is closed.

Only replies from teammates count. Replies from the AI agent and internal notes do not.

## Setting up an SLA

Go to **Settings > Inboxes > SLAs** (needs the **Edit settings** permission) and click **New SLA**.

1. **Name** the SLA, for example "Standard support".
2. **Targets**: switch on the ones you want and set each in minutes, hours or days. At least one is required.
3. **Count office hours only**: time outside your [office hours](https://docs.haloagents.ai/inbox/office-hours.md) and on holidays does not count. While office hours are off, every minute counts.
4. **Applies to**: pick inboxes (none picked means any inbox) and add conditions with the same filter builder as routing rules: priority, ticket type, channel (Source), tags, and contact or company fields. Segments are not offered.

SLAs are checked from top to bottom and the **first enabled SLA that applies wins**, so put specific ones (for example "Urgent billing") above general ones. Use the arrows to reorder.

An SLA starts on conversations created after it is saved. A conversation picks its SLA again when its priority, inbox, ticket type, channel, tags or customer change, and when you edit, reorder or delete SLAs.

## The clock

* It **pauses** while a conversation is snoozed or closed. Reopening a conversation resumes the resolution clock where it stopped; it does not restart.
* Closing a conversation ends a next-response target that is running, and a first response target that was not missed yet no longer applies.
* Timers are updated within a minute of each change.

## In the inbox

* Each conversation in the list shows a countdown: gray while on track, **amber** once 80% of the target is used, **red** with the time overdue once it is missed. "Paused" while snoozed.
* The conversation header shows the same countdown. Hover it to see every target, its due time, and whether finished targets were met or missed.
* Two views appear under **Views** while you have an enabled SLA: **SLA at risk** (80% used, not missed yet) and **SLA breached** (a target is overdue and still not met).

## Alerts

At 80% of a target and again when it is missed, Halo alerts the team once per conversation:

* **Slack**: an **SLA Alert** notification (Settings > Integrations > Slack), on by default, in the default channel unless you pick another.
* **Email**: a digest to teammates who have **SLA Alerts** on in their profile's notification settings.

Each threshold alerts only once per conversation (once per next-response cycle).


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