How to Set Up Service Level Agreements (SLAs) in MessageHub

Service Level Agreements (SLAs) are commitments between you and your customers that define the level of service you aim to provide. They set expectations for metrics like response times and resolution times, ensuring clear standards for customer support.

With MessageHub, you can set up SLAs to track these key metrics, helping your team stay accountable and deliver consistent, timely assistance. In this article, we'll explain the process of setting up and applying SLAs in MessageHub.

Requirements:

• An active ClickFunnels account

• The MessageHub App

Understanding SLAs in MessageHub

In MessageHub, SLAs allow you to monitor and track the performance of your customer support team based on predefined metrics. These agreements ensure your team meets the service expectations you’ve set with your customers.

MessageHub provides three key metrics to track within SLAs:

• First Response Time (FRT): The time it takes for the first response after a customer initiates contact.

• Next Response Time (NRT): The time it takes for your team to respond after a customer’s follow-up message.

• Resolution Time (RT): The total time taken to resolve a customer query, from the initial message to final resolution.

SLAs can be customized to align with your business needs and applied to conversations using automation rules. By actively monitoring SLAs, your team can focus on delivering prompt and efficient support.

Creating an SLA in MessageHub

1. Navigate to the MessageHub app in the left-side menu in your ClickFunnels Workspace.

2. Go to Chat Settings ⚙ > SLA in your MessageHub dashboard.

3. On the SLA page, click the + Create a new SLA Policy button.

4. A popup window will appear where you can input the following information:
   

   1. SLA Name: Enter a name for the SLA (e.g., "Premium Support SLA").

   2. Description: Provide a brief description of the SLA's purpose.

   3. First Response Time: Set the maximum time (in minutes, hours, or days) allowed for the initial response to a customer query.

   4. Next Response Time: Define the maximum time allowed for subsequent replies to customer follow-ups.

   5. Resolution Time: Specify the total time allowed to resolve the customer’s query.

   6. Only During Business Hours (Optional): Toggle this on if the SLA should apply only during defined business hours.

5. Once all fields are filled out, click the Create button to save the SLA.

Applying an SLA in MessageHub

After creating an SLA, you can assign it to conversations using automation rules. This allows you to define specific events for applying SLAs, ensuring that service expectations are automatically enforced. Follow the steps below to apply an SLA in MessageHub:

1. Navigate to Chat Settings ⚙ > Automations in your MessageHub dashboard.

2. Click the Add Automation Rule button to create a new automation rule.

3. In the automation editor, set the Event for the rule. For example, select “Conversation Created” or another event that suits your SLA assignment needs.

4. Define the Conditions for the rule. For instance, you can specify criteria like:

   • Email Address contains a particular domain.

   • Priority is set to “Urgent.”

5. Under Actions, select the option to Add SLA and choose the SLA you want to apply from the dropdown menu.
   

6. Review your rule settings to ensure the event, conditions, and SLA action are correctly configured.

7. Click Save to activate the automation rule.

Once the rule is active, the assigned SLA will automatically apply to conversations that match the defined conditions. To learn more about MessageHub automations, refer to the How to Create and Use Automations in MessageHub.