NakWasap
Settings
Manage your workspace
General Settings
Account Information
SLA Configuration
Enable SLA Tracking
Track response time and resolution for all conversations.
Business Hours Only
Pause SLA timer outside business hours.
Response Targets
Set target times for first response and resolution by priority.
| Priority | First Response | Resolution | Preview |
|---|---|---|---|
| Urgent | min | min | 5m / 1h |
| High | min | min | 15m / 2h |
| Normal | min | min | 30m / 4h |
How SLA Tracking Works
• First Response: Time from customer message to agent's first reply.
• Resolution: Time from customer message to chat being closed.
• Timer pauses when chat is closed and resets on new customer message.