Apply SLA policies

Applying a policy is what starts the clock. The policy’s targets become the thread’s SLAs. Pass serviceLevelAgreementPolicyId: null to remove the policy, which cancels any target still counting down. If your workspace still has legacy tier SLAs, a policy takes precedence over them on the thread, and removing the policy returns the thread to its tier’s SLAs.

For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.

This operation requires the following permissions:

thread:edit

Update the SLA policy on a thread

The returned thread’s serviceLevelAgreementStatusSummary shows the state of each target after the change. For what happens to targets when a thread moves between policies, see Change or remove a policy on a thread.

Mutation

mutation updateThreadServiceLevelAgreementPolicy($input: UpdateThreadServiceLevelAgreementPolicyInput!) {
  updateThreadServiceLevelAgreementPolicy(input: $input) {
    thread {
      id
      serviceLevelAgreementPolicy {
        id
        name
      }
      serviceLevelAgreementStatusSummary {
        firstResponseTime {
          __typename
        }
        nextResponseTime {
          __typename
        }
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01HXXXXXXXXXXXXXXXXXXXXXXX",
    "serviceLevelAgreementPolicyId": "slaPolicy_01HXXXXXXXXXXXXXXXXXXXXXXX"
  }
}

GraphQL API

Building Agents

Agent integrations

Webhooks

Channels

Customer Cards

UI Components

Security

Changelog

Update the SLA policy on a thread

​Update the SLA policy on a thread

Update the SLA policy on a thread