How to exclude time spent in bot inbox from SLA targets

  • 13 June 2024
  • 0 replies

Hi Intercom Community!

We’re back with another Intercom Quick Win, and this one’s about managing SLAs. 🚀

Have you noticed your conversations going out of SLA before your agents even have a chance to catch up on the thread or greet the customer? This often happens because the time customers spend interacting with Fin AI Agent or going through a Workflow counts towards your SLA.

Here’s a simple fix: set up a separate Bot Inbox in your Automation Settings. This way, any conversation that starts with Fin AI Agent or a Workflow will appear in a separate inbox. Your SLAs won’t start ticking until the conversation is assigned out of that inbox and into the right hands.

By turning on this separate bot inbox, you can also exclude the time customers spend with Fin AI Agent or in a Workflow from your reporting. This gives you a clearer picture of how long it really takes for your agents to respond and follow up.

Check out this 1-minute video to see how it works, or follow along with our help guide. Catch you next time!


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