How to configure SLA rules
Last updated October 12, 2026
Overview
Service-level agreements (SLAs) help your team keep response times high and customers happy. In Atlas, SLA rules define and track response time targets for your agents, and send alerts before or after a target is missed.
Key Features
- Segment targeting: Apply stricter targets to specific customer segments, such as VIPs, while others use default times.
- Two response targets: Set separate targets for "First response time" and "Next Response Time".
- Precise filters: Target tickets by priority, tags, teams, channels (Chat, Email, SMS, WhatsApp, Slack Connect, Discord) and specific SMS phone numbers.
- Business hours support: Run timers 24/7, or only during business hours.
- Breach alerts: Send Slack or email notifications before a breach (warning) or after it (escalation).
- First match applies: When a ticket matches several SLA rules, the first matching SLA is assigned to it.
- Breach marker: A breached ticket shows a fire icon (🔥) in the inbox. A breach doesn't change the ticket's status.
- Escalation automations: SLAs can trigger automations, for example to escalate a ticket that is close to breaching.
- SLA reporting: Track performance in "Reports > SLA".
- Salutation pausing: AI detects polite closing messages, such as "Thank you!", and pauses the timer so your team isn't penalized.
SLA metrics
- First response time: The maximum time for an agent to send the first reply after a customer starts a new conversation.
- Next Response Time: The maximum time for an agent to reply to each follow-up message from the customer.
How to create an SLA rule
- Go to "App Configuration > Ticket Management > SLA" and click "Create SLA rule".
- In the general settings, choose when and for whom the SLA applies:
- Name: Enter a descriptive name.
- Segment: Select the customer segment. If empty, it applies to "Everyone".
- Priority: Select the priority levels. If empty, it applies to "All priorities".
- Tags: Select the tags a ticket needs. If empty, it applies to "All tags".
- Channels: Select Chat, Email, SMS, WhatsApp, Slack Connect or Discord. If empty, it applies to "All channels".
- Sub Channels: If you selected SMS, choose the phone numbers the SLA applies to.
- Teams: Select the teams. Only tickets assigned to agents in these teams start the timers. If empty, it applies to "All teams".
- In "Business hours", choose "Always apply SLA" (timers run 24/7) or "Only apply SLA during business hours" (timers pause outside working hours).
- Set the "First response time": the maximum time for the first reply to a new conversation.
- Set the "Next Response Time": the maximum time to reply to each follow-up message from the customer.
- Optionally, add alerts. Click "Add notification" and complete the "Create notification" form:
- Name: Enter a name for the alert.
- Select amount of time: Enter days, hours and minutes, then choose "Before breach" (warning) or "After breach" (escalation).
- Send via: Choose "Via Slack" or "Email".
- Notify: Select interested parties, specific agents or both.
- Click "Create notification". Repeat for each alert you need.
- Click "Create SLA rule". The rule starts evaluating new tickets immediately.
Example: 2-hour first response for urgent VIP tickets
Your team wants a 2-hour first response time, around the clock, for urgent tickets from high-priority clients that arrive by email or by SMS to a dedicated number. A Slack alert goes out 30 minutes before the SLA is breached.
| Setting | Value |
| Name | VIP Urgent Email & SMS SLA |
| Segment | High-priority clients |
| Priority | Urgent |
| Channels | Email, SMS |
| Sub Channels | +1 (555) 019-2834 |
| Business hours | Always Apply |
| First response time | 2 Hours |
| Notification setting | Value |
| Name | 30-Min SLA Breach Warning |
| Select amount of time | 30 Minutes |
| Condition | Before breach |
| Send via | Slack |
| Notify | Ticket.Assignee, Ticket.Account.Primary_Account_Manager, John Smith |
An urgent ticket from a high-priority client arrives by email, or by SMS to +1 (555) 019-2834, at any time of day. The rule applies:
- A 2-hour first response timer starts right away, 24/7.
- If no agent has replied after 1 hour and 30 minutes, Atlas sends a Slack alert to the assignee, the account's primary account manager and John Smith.
How to pause SLAs for salutations
When a customer sends a polite closing message, such as "Thank you!", Atlas AI detects it and pauses the SLA timer, so your team isn't penalized with a breach.
- Go to "App Configuration > Ticket Management > SLA" .
- Find the "Disable SLA violation for salutations" toggle above your rules list.
- Turn it on to pause timers for polite closing messages, or off to keep standard tracking.
How to edit an SLA rule
- Go to "App Configuration > Ticket Management > SLA" .
- Click the rule, or click the ellipsis icon on its row and select "Edit".
- Make your changes and click "Update SLA rule".
How to delete an SLA rule
- Go to "App Configuration > Ticket Management > SLA" .
- Click the ellipsis icon on the rule's row and select "Delete".
- Click "OK" to confirm.
FAQs & Troubleshooting
Why wasn't my SLA applied to a ticket?
An SLA starts only when all its conditions match. Check that the ticket matches the selected segment, priority, tags, channels and SMS phone numbers, and that it is assigned to an agent in a selected team.
Why did my SLA timer pause?
The customer probably sent a polite closing message, such as "Thank you!". Turn off "Disable SLA violation for salutations" if you don't want timers to pause.
Why didn't an SLA alert arrive?
Check that:
- The timer wasn't paused outside business hours, if "Only apply SLA during business hours" is selected.
- The recipients are set on the ticket, for example an assignee for "Ticket.Assignee".
- Your Slack or email integration is working.
Which SLA applies when a ticket matches several rules?
The first matching SLA is assigned to the ticket.
What happens when an SLA is breached?
The ticket shows a fire icon (🔥) in the inbox, and Atlas sends any alerts you set up. The ticket's status doesn't change.
Where can I see SLA performance?
Click the main menu and go to "Reports > SLA".
Does a new SLA rule apply to existing tickets?
No. Rules apply to tickets from the moment the rule is created or updated.
Can I deactivate an SLA rule?
No. If you no longer need a rule, delete it.