SLA & business hours
The SLA tab sets the service-level targets Zubby AI uses to flag slow conversations. These targets drive the warnings you see in the inbox and the figures in the weekly digest. Find it under Settings → Behavior → SLA, or go to /app/<storeId>/settings/sla. The card is titled Service-level targets.
Targets flag, they don't block
The two targets
- First response (minutes)— how long a shopper may wait for the first human reply before the conversation is flagged. Enter a whole number of minutes (the placeholder suggests
30). - Resolution (minutes)— how long the whole conversation may stay open before it’s flagged as overdue. The placeholder suggests
1440— that’s 24 hours.
Blank disables a target
Business hours
Below the two targets is a checkbox: Only enforce SLA during business hours. When checked, the clock for both targets counts only the hours your store is open, so a message that arrives overnight isn’t penalized for the time before your team comes online. When unchecked, the clock runs continuously, 24/7.
Choose business-hours-only if you run standard support hours and don’t want off-hours messages dragging down your SLA numbers. Choose continuous if you advertise round-the-clock response or run global coverage.
Saving
Set your numbers and the business-hours checkbox, then click Save SLA targets. A confirmation appears on success. The new targets apply to conversations going forward.
How targets show up
Once set, breaches surface in two places:
- Inbox— conversations approaching or past a target are flagged so agents can prioritize them. See Conversations inbox.
- Weekly digest— SLA performance is rolled into the periodic summary your team receives.
Choosing realistic targets
- Start from what you can actually staff. A 15-minute first-response target you miss constantly is less useful than a 60-minute one you hit.
- Remember the AI handles many conversations end-to-end. SLA pressure mostly applies to threads that reach a human via handoff.
- Revisit the numbers after a few weeks of digest data and tighten them as your coverage improves.
Related
SLA flags appear in the inbox, where canned replies help agents respond fast. Configure when conversations reach a human under Human handoff.