SLA — response deadlines
SLA policies: first response, next response and resolution deadlines, the timer on a conversation and the breach report.
An SLA is an agreement about timing: how fast the team commits to reply to a customer and to close the case. Lalexi tracks those deadlines itself, shows a timer right on the conversation card and collects a breach report.
It is configured in Settings → SLA, which is available to administrators.
Three deadlines
A policy sets up to three thresholds — fill in any one, any two, or all three.
| Threshold | Counted from | Met when |
|---|---|---|
| First response (FRT) | The moment the policy was applied to the conversation | An agent replied for the first time |
| Next response (NRT) | The moment the customer wrote and started waiting | An agent answered that message |
| Resolution (RT) | The moment the policy was applied to the conversation | The conversation was resolved |
Each threshold is a number plus a unit — minutes, hours or days.
The "Only during business hours" toggle is present in the form but is not supported yet: saving a policy with it on fails with an error. Timers run around the clock, nights and weekends included — plan the thresholds accordingly.
Creating a policy
- Open Settings → SLA and click Add SLA.
- Give it a name and, optionally, a description.
- Fill in the thresholds you need — at least one is required.
- Click Create.
Policies can be deleted from the list, which shows every threshold (FRT / NRT / RT).
How a policy reaches a conversation
A policy is attached to a conversation by an automation rule:
- Settings → Automation → Create Automation.
- Pick an event (say "Conversation Created") and the conditions that select the conversations (inbox, label, team).
- Under Actions pick Add SLA and choose the policy.
The first-response and resolution clocks start when the rule fires, and the conversation gets a system entry saying the SLA was applied.
Timer and breaches
The conversation card shows how much time is left before the nearest deadline. Once it passes, the label switches to "on fire" — that's a breach.
- The most urgent of the three deadlines is the one displayed.
- Breaches are recorded automatically; the check runs every minute.
- Resolving stops the clock and makes the verdict final (met / missed). Reopening the conversation resumes tracking.
The report
Reports → SLA shows how the team holds its deadlines over a period, with filters by agent, inbox, team, policy and labels:
- hit rate — the share of conversations where no deadline was breached;
- the breach list — which deadline was missed on each conversation;
- CSV export.
The report is available to administrators and to roles with report access.
Quality Control
Automatic review of conversations against five points, with verbatim quotes from the thread.
Bitrix24
Your Lalexi conversations inside the Bitrix24 chat: a client's message arrives in an open line, the reply written there reaches the client, and every message lands in the CRM card's history.