Set response targets

Response targets (SLAs) are goals for how quickly your team answers and resolves conversations. Pengo tracks each conversation against them, shows what’s due in the inbox, and alerts you before and when a target is missed.

#Turn on SLA monitoring

SLA monitoring is off until you turn it on.

Your changes save automatically. A sentence at the bottom of the page sums up your Normal-priority targets, for example “Normal-priority chats need a first reply within 5m, each follow-up within 15m, and resolution within 1d of business hours”.

#The three targets

Each priority (Urgent, High, Normal and Low) has three targets:

Every priority starts at 5 minutes for first response, 15 minutes for next response and 1 day for resolution. Response targets must be shorter than the resolution target.

Conversations start as Normal. To change one, open it, click More actions (the three dots in the header) and pick a Priority. See Organize and work the inbox.

#When the clock runs

Clocks start when a person is first expected to reply, never when the chat is created. If Pengo Intelligence answers first, they start when it hands the conversation to your team.

Snoozed conversations always pause every clock.

If business hours are off, the page says so and links to Set business hours. See Set your business hours.

#Warnings and breach alerts

• Warning threshold flags a conversation as at risk once this share of its target has passed. Choose from 50% to 95%. The default is 80%.
• At-risk and breach alerts notify the assignee, or the team if nobody is assigned. It’s on by default.

Each teammate chooses how they get these alerts on the SLA warning or breach row of their notification settings. See Choose your notifications.

#What you see in the inbox

Once monitoring is on, conversations show how long is left on their most urgent target:

• In the list, a chip appears once half the target has passed, for example “12m left” or “1h 5m left”. It starts with “Reply · ” for a next response target and “Resolve · ” for a resolution target. A missed target shows how far over it is, such as “5m overdue”, or “Overdue” after a day.
• In the conversation header, a clock shows the time left, such as “4m”, or “Overdue”.

Paused clocks don’t show a chip. Sort the list by SLA risk to see what’s due first.

The Ops page shows SLA at risk and SLA breached counts. Ops is open to owners, managers and viewers.