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WhatsApp SLAs

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Forum|Forum|4 years ago
October 6, 2021
18 replies
51 views

Hello,

It would be great if SLAs would work for the WhatsApp channel for instances on the Agent Workspace. From our side, when there is a conversation in WhatsApp, we reply to it, and the end user come backs to us after some hours, the initial time for the SLA is still in consideration as if there had not been any interaction. Any work around will be welcomed.

Thanks.

Prakruti Hindia

Product Manager

Product Manager

Hello!

Thank you for writing in. Certain SLAs like First Reply Time do not apply to WhatsApp messages on a ticket. Having said that, supporting SLAs for social messaging channels is on the roadmap. Can you tell me a bit more about your requirement, such as the type of SLA policies would you apply to WhatsApp ?

Cheers,

Prakruti

Guillermo11Author

Hello @prakruti,

Essentially, we are looking forward to applying the First Reply Time and Next Reply Time to WhatsApp messages.

Regards.

I need the FRT SLA for WhatsApp too. Is there anything new for this? Thanks

Hi! We also need SLA for WhatsApp.

Prakruti Hindia

Product Manager

Product Manager

Thank you for your feedback .

Supporting SLAs for social messaging channels is on the roadmap. First Reply Time SLA is part of it.

I am also curious to hear if there are other SLAs policies, that you apply to social messaging.

- Prakruti

Guillermo11Author

Hello @prakruti,

Any updates on SLA policies for WhatsApp?

Thanks.

It would be great to have SLA for First Time response in tickets so we could have better metrics on agents working in this channel.

We also need SLA for WhatsApp.

Guillermo11Author

Hello @prakruti,

Any news on the roadmap for WhatsApp SLAs?

Regards.

Employee

Hi everyone,

Just a reminder to upvote product feedback posts you support!

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