SLA Rules - TeamViewer Support
<main> <article class="userContent"> <p>Navigation path: <code class="code codeInline" spellcheck="false" tabindex="0">Rules > SLA Rules</code></p><h2 data-id="summary">Summary</h2><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h2 data-id="purpose">Purpose</h2><p><em>SLA Rules</em> allow you to set goals of urgency for replying to messages within Live Chat. It helps you to ensure that specific customers or customers of higher importance get the support or treatment they expect.</p><h2 data-id="feature-descriptions">Feature descriptions</h2><h3 data-id="your-first-sla-rule">Your first <strong><em>SLA Rule</em></strong></h3><p>To create your first <em>SLA Rule</em> click <code class="code codeInline" spellcheck="false" tabindex="0">+ New SLA Rules</code>. As a first step, make sure you give your rule a descriptive name.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules_name.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules_name.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h4 data-id="sla-trigger">SLA Trigger</h4><p>First Response Time. This is the time it should take a teammate to reply to the first initial message of a conversation that matches your rule.</p><p>Second Response Time. This is the time it should take a teammate to reply to subsequent messages from the same customer.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules_response-time.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules_response-time.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h4 data-id="conditions">Conditions</h4><p>By clicking the <code class="code codeInline" spellcheck="false" tabindex="0">Condition</code> element, the conditions configuration opens. There you find following condition types:</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://us.v-cdn.net/6032394/uploads/M7JBPC8E6G1I/image.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://us.v-cdn.net/6032394/uploads/M7JBPC8E6G1I/image.png" alt="image.png" height="353" width="543" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><p>To complete your first <em>SLA Rule</em> click <code class="code codeInline" spellcheck="false" tabindex="0">Save & Activate</code>.</p><h3 data-id="overview">Overview</h3><p>In the <em>SLA Rule</em> menu you will find a list of created rules. Here you can create, search for, update and de/activate them.</p><p>Additionally, you will see stats about how often each rule matched, and how often you missed your SLA target.</p><div class="embedExternal embedImage display-large float-none"> <div class="embedExternal-content"> <a class="embedImage-link" href="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules_statistics.png" rel="nofollow noreferrer noopener ugc" target="_blank"> <img class="embedImage-img" src="https://docs.chatvisor.com/img/newdocsimg/css_sla-rules_statistics.png" alt="alt-text" height="180" width="320" loading="lazy" data-display-size="large" data-float="none"></img></a> </div> </div> <p><br></p><h3></h3><h2 data-id="continue-reading-here">Continue reading here</h2><ul><li><a href="https://community.teamviewer.com/English/kb/articles/108748-chat-ops-04-forms" rel="nofollow noreferrer ugc">Chat Ops - 04 Forms</a></li></ul><p><br></p> </article> </main>
