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What are SLA Alerts and how do I set them up?
SLA Alerts are AI-powered, instant email alerts that we send to you and/or your reps when we detect that an email which requires a response has not been responded to. The goal is to ensure that no important emails go unanswered, and help prevent SLA breaches.
No more important emails slipping through the cracks means happier customers, better first impressions, and more closed sales.
Here’s a quick 2-min video overview of SLA alerts, including how to set it up and how it works:
Ready? Let’s set up our first alert.
Note: To create SLA alerts, you must have either the “Owner,” “Team Management,” or “AI Insights” permissions. You can grant or modify permissions for any user from the Team Management / Users page. Just click the gear icon next to the user, then “Manager Roles,” then you can select one or more permissions.
Step 1. Enable AI Insights
Start by enabling AI Insights if it’s not already enabled. You can do this from the AI Insights page, OR the Settings / AI Management page.
AI Insights must be enabled for SLA Alerts to work because we use AI to scan email body content to determine whether it requires a response or not. We don’t want to send you alerts for emails that don’t require a response!
Step 2. Visit the SLA Alerts page
Step 3. Click “Create New SLA Alert”
Step 4. Fill in the details of your SLA Alert
SLA Alert Name: This is just a name for your alert; name it whatever you like.
Which user(s) emails should we monitor?: Select from the drop-down which users’ incoming emails should be AI-scanned. You can select one or multiple.
Send SLA Alert when response is not done within: Input how long we should wait before sending an alert. If the designated amount of time passes and we detect an unresponded email that requires a response, we will send an email alert.
Notify: One or multiple users can be selected. Select the users who should be alerted.
Note: If multiple users were selected in the “Which user(s) emails should we monitor?” field, a toggle called “Responsible agent” will appear. Check this box (it’s checked by default) to enable alerts to be sent to the agent(s) that received the email. Alerts will also be sent to anyone else selected in the “Notify” drop-down.
Consider only business hours: If this box is checked, we will only consider response time elapsed during the responsible agent’s business hours.
Only send alerts when recipients are in the “To” line (not cc or bcc): If this box is checked, emails will only be scanned if the recipient was direct (ie, they were in the “To” line). If they are cc’d or bcc’d, the email will not be scanned.
If an email has multiple recipients, and any of them reply to it, do not send an alert: If this box is checked, then alerts will not be sent if any recipient of an incoming email replies to it.
Step 5. Click “Save”
And that’s it! Your new SLA alert is up and running.
FAQs
Q: How can I block AI scans (and alerts) on emails from certain senders?
A: Go to Settings/AI Management, then add the email address via the “AI Ignore List.” All emails in the AI Ignore list will not be scanned by AI, nor will alerts be sent when emails are received from any emails in this list.
Q: How many credits are used for SLA Alerts?
A: One credit is consumed per email scanned. Go to Settings / AI Management and scroll down to the “Credit Usage History” to see how your credits have been used.