Now you can set SLA, auto-resolution and follow-up per team, and not only per inbox/account. Each team can have its own behavior, without affecting the others.
What you can customize per team
-
SLA — an SLA policy that belongs to the team.
-
Auto-resolution — how many minutes until the team's inactive conversations are resolved automatically.
-
Follow-up — an automatic message after X minutes of inactivity, or turning follow-up off for that team only.
How to set it up
-
Go to "Configurações → Times" (Settings → Teams) and click "Editar" (Edit) on the team you want.
-
Move forward to the "Sobrescritas" (Overrides) step.
-
Turn on the card for the setting you want (SLA, Auto-resolution or Follow-up), fill in the values and click "Salvar" (Save).
Heads-up on Follow-up: if you turn on the Follow-up override for the team but leave the message off/unconfigured, that works as turning follow-up off for that team only — it overrides the account/inbox default and the team stops receiving follow-ups (even if the account has follow-up turned on).
Does it apply to conversations that are already open?
-
SLA: only to new conversations or ones that are (re)assigned to a team from that point on; conversations that are already open don't change.
-
Auto-resolution and follow-up: they also start applying to conversations that are already open, within a few minutes.
It's optional and per team. Teams without a specific setting keep working exactly as before.
Note: auto-resolution and follow-up run in periodic cycles and process up to 100 conversations at a time — and this limit of 100 is per entire account (adding up all teams), not per team. Because of that, they may happen with a small variation from the configured time (not exactly on the minute), especially when there are many eligible conversations at the same time.
Inactivity follow-up (per inbox)
Prerequisite: the account needs "Resolução Automática de Tickets" (Automatic Ticket Resolution) configured.
- Go to "Configurações → Caixas de Entrada" (Settings → Inboxes) and select the inbox.
- Find the "Mensagem de Acompanhamento por Inatividade" (Inactivity Follow-up Message) section.
- Turn on "Enviar mensagem de acompanhamento antes do fechamento automático" (Send a follow-up message before auto-closing).
- In "PerĂodo de inatividade (minutos)" (Inactivity period in minutes), enter the time (a multiple of 5 and lower than the auto-resolution time).
- Write the follow-up message.
- Click "Atualizar" (Update).
Notes: it only fires if the last public message came from a human agent; 1 send per cycle; it can be delayed by up to 5 minutes. To adjust it per team, see the per-team overrides section.