Hi,
I've successfully set up the rules within the workflow, and the SAL report is functioning well, displaying misses and overall SLA performance. However, I'm encountering difficulties specifically with creating the inbox rules. Could you please offer guidance, possibly through screenshots or a video tutorial, on how to configure the inbox rules to meet all three conditions?
Hey 
Larissa here from Intercom Support. Thanks for reaching out!
Can I ask you to confirm what do you mean by “meet all the three conditions”?
Are you referring to the metrics displayed on the SLA performance report - hit rate, tickers & conversations with SLA and misses?
The workflow you created seems to be right - the SLA Test SLA will be applied to every message that comes in.
Let me know exactly what you’re trying to achieve and the reasons why you think this workflow is not working properly so I can offer you more guidance here.
Hi 
,
Thank you for your quick reply
,
In the first image (Rules), you'll notice that I cannot create new rules because the option is not highlighted in blue, which is due to certain conditions outlined below. Can you please assist me in creating a new rule?
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
