SLAs, routing & human handoff

This guide covers how tickets reach the right person on time, through SLAs, routing, and AI-to-human handoff.

Set up SLAs

A Service Level Agreement (SLA) defines the response and resolution targets your team commits to.

1. Go to Admin → SLA.
2. Define targets such as first response time and resolution time.
3. Turn on breach alerts so you're warned before a target is missed.

SLA tracking and breach alerts are available on the Pro and Max plans.

Route tickets to the right team or agent

Each inbox has an assignment strategy that decides who picks up new tickets: manual pickup from a shared queue, round robin, or least-open assignment. Configure the strategy in the inbox settings, then use automation rules to route by topic, sender, sentiment, attachment, or label.

For a business with separate Sales, Billing, and Support teams, link each team to the inboxes it serves and create rules that assign matching tickets to the team. A team assignment can still use round robin or least-open selection within that team. If no agent is selected, the ticket remains visible in the team queue for triage.

Note: Agents only receive routed tickets while they're marked Online. Keep availability current so routing works as expected.

Multi-client and BPO routing

Max is designed for support operations that manage multiple client brands or service lines. Use separate inboxes for each client, link the correct teams to those inboxes, and keep rules scoped to the relevant inbox. Agents only receive access to inboxes granted directly or through their team, while supervisors can monitor workload, SLA risk, and unassigned work across the operation.

Human handoff (AI to agent)

When the AI can't fully resolve a conversation, or the customer asks for a person, it hands off to a human. You can see and manage these escalations under Admin → Handoff.

To keep handoffs smooth:

• Make sure each inbox has agents who can take over.
• Watch for offline alerts so escalations aren't missed when no one's available.
• Review handed-off conversations to find gaps in your knowledge base.

Supervisor & manager oversight

Supervisors and managers get dashboards to monitor queues, SLA health, and team workload, so they can rebalance before things slip. See roles for who can access what.

What’s next

• Read the team routing guide for inbox-scoped team ownership.
• Speed up replies with macros & canned responses.
• Tune AI behavior in AI replies.