Manage SLA policies

A policy is created with its targets in one call, and updated by passing the full set of targets it should have afterwards. For what each field means, see What a policy contains.

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

These operations require the following permissions:

serviceLevelAgreement:create
serviceLevelAgreement:edit
serviceLevelAgreement:delete

Create an SLA policy

Each target needs a type, a minutes value, and a warnBefore period that is shorter than the target. Pass businessHoursScheduleIds for a target to count only while one of those schedules is open. Leave it out or pass an empty array for the target to count around the clock. A policy only starts tracking once it’s applied to a thread.

Mutation

mutation createServiceLevelAgreementPolicy($input: CreateServiceLevelAgreementPolicyInput!) {
  createServiceLevelAgreementPolicy(input: $input) {
    serviceLevelAgreementPolicy {
      id
      name
      description
      targets {
        id
        type
        minutes
        warnBefore {
          minutes
        }
        businessHoursSchedules {
          id
          name
        }
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "name": "Enterprise",
    "description": "Threads from Enterprise tier customers",
    "targets": [
      {
        "type": "FIRST_RESPONSE_TIME",
        "minutes": 60,
        "warnBefore": { "minutes": 15 },
        "businessHoursScheduleIds": ["bhs_01HXXXXXXXXXXXXXXXXXXXXXXX"]
      },
      {
        "type": "NEXT_RESPONSE_TIME",
        "minutes": 240,
        "warnBefore": { "minutes": 30 },
        "businessHoursScheduleIds": ["bhs_01HXXXXXXXXXXXXXXXXXXXXXXX"]
      }
    ]
  }
}

Update an SLA policy

targets is the full set the policy should have after the update. A target whose type already exists is updated in place, so threads tracking it keep their deadlines. A new type is added, and a type you leave out is removed along with its trackers. Leave businessHoursScheduleIds out of a target for it to keep the schedules it already has. Field-level wrapper inputs apply to name and description: pass { "value": ... } for the fields you want to change and omit the rest.

Mutation

mutation updateServiceLevelAgreementPolicy($input: UpdateServiceLevelAgreementPolicyInput!) {
  updateServiceLevelAgreementPolicy(input: $input) {
    serviceLevelAgreementPolicy {
      id
      name
      description
      targets {
        id
        type
        minutes
        warnBefore {
          minutes
        }
        businessHoursSchedules {
          id
          name
        }
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "serviceLevelAgreementPolicyId": "slaPolicy_01HXXXXXXXXXXXXXXXXXXXXXXX",
    "name": { "value": "Enterprise EU" },
    "targets": [
      {
        "type": "FIRST_RESPONSE_TIME",
        "minutes": 30,
        "warnBefore": { "minutes": 10 }
      }
    ]
  }
}

Delete an SLA policy

Deleting a policy deletes its targets and their trackers, and threads it was applied to stop tracking SLAs. If your workspace still has legacy tier SLAs, those threads return to their tier’s SLAs.

Mutation

mutation deleteServiceLevelAgreementPolicy($input: DeleteServiceLevelAgreementPolicyInput!) {
  deleteServiceLevelAgreementPolicy(input: $input) {
    serviceLevelAgreementPolicy {
      id
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "serviceLevelAgreementPolicyId": "slaPolicy_01HXXXXXXXXXXXXXXXXXXXXXXX"
  }
}

GraphQL API

Building Agents

Agent integrations

Webhooks

Channels

Customer Cards

UI Components

Security

Changelog

Create an SLA policy

Update an SLA policy

Delete an SLA policy

​Create an SLA policy

​Update an SLA policy

​Delete an SLA policy

Create an SLA policy

Update an SLA policy

Delete an SLA policy