How to Create and Configure SLA Policies for Chat in BoldDesk
Use service‑level agreements (SLAs) in BoldDesk Chat to set clear First Response, Response, and Resolution targets for different conversation types. This guide shows how to create a new SLA, define when it applies using conditions (e.g., Brand, Status, Source, Assigned Group), align it to Operational hours (calendar or business hours), and set priority‑based targets. You’ll finish with an ordered SLA that automatically applies to matching chats, with the default SLA used when no conditions match.
Creating a New SLA
In BoldDesk, you can create multiple custom SLAs and map them to different chat conversations to define expectations for each SLA metric target.
Follow the given steps to create an SLA:
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Navigate to Admin > Chat, choose the SLA module under the Automation section.
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Click Add SLA, then follow the steps below to set up the SLA.
Set Conditions
- Enter the Name and Description.
- Select Operational hours.
- Choose fields from the list to define conditions for determining the chats to which the SLA will be applied in AND and OR conditions.
- Click Add new condition to include a new condition. The following are some of the sample fields to add the conditions:
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Brand
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Status
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Category
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Source
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Assigned Group, etc.,
Operational hours can be set based on either calendar or business hours.
Set Metric Targets
In the BoldDesk, the following three predefined SLA metric targets can be measured,
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First Response (Time to First Response) – Target time for the first agent reply to a customer.
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Response (Time to Next Response) – Target time for subsequent agent replies to the customer after the first response.
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Resolution (Time to Resolution) – Target time for the chat conversation to be resolved or closed.
You can set different SLA targets based on priority levels:
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Critical
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High
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Normal
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Low
The minimum response time is 1 minute, and the minimum resolution time is 1 day. The resolution time must be greater than the response time.
After completing the above steps, click Add. The new SLA will be created and listed.
- You can change the order of SLAs. If multiple SLAs are defined, the first matching SLA will be applied to the chat conversation.
- If no SLA conditions are matched, the default SLA will be applied. The default SLA can be deactivated if needed.
Frequently Asked Questions (FAQs)
1) In BoldDesk Chat, where exactly in the Admin UI do I create a new SLA rule for conversations?
Go to Admin → Chat → SLA (under Automation), then click Add SLA to start the setup.
2) How do AND/OR condition rules in a BoldDesk Chat SLA determine which conversations the SLA applies to?
Under Set Conditions, choose fields like Brand, Status, Category, Source, and Assigned Group and combine them using AND (all selected conditions must be true) and OR (any of the conditions can be true). Only chats that satisfy the final logic receive that SLA.
3) In BoldDesk Chat, what do the three SLA metric targets—First Response, Response, and Resolution—mean, and when are they measured?
- First Response (Time to First Response): Deadline for the first agent reply to a customer.
- Response (Time to Next Response): Deadline for each subsequent agent reply after the first response.
- Resolution (Time to Resolution): Deadline for the conversation to be resolved/closed.
4) What limits apply to Chat SLA target times in BoldDesk, and how do priority levels (Critical, High, Normal, Low) change those targets?
The minimum Response time is 1 minute and the minimum Resolution time is 1 day. Resolution must be greater than Response. Targets can be configured per priority (Critical, High, Normal, Low) to tighten or relax expectations by urgency. (Note: SLA timing respects your selected Operational hours—calendar or business hours.)
5) If multiple Chat SLAs match the same conversation in BoldDesk—or none match—how is the applied SLA chosen?
If several SLAs match, the first matching SLA in the ordered list is applied (you can reorder SLAs). If no SLA matches, the default SLA is applied; the default SLA can be deactivated if needed.
