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SLAs Question

  • September 26, 2023
  • 1 reply
  • 121 views
A

Can we modify the SLA
Instead of deletion ?

Best answer by bernice

Hey @abdulaziz alarifi 👋 Currently, it is not possible to directly edit an SLA in Intercom. If you need to make changes to an SLA, you will have to archive or delete the existing SLA and create a new one. This process involves manually going through your Workflows to update where your SLAs are being applied. The inability to edit SLAs directly is a known limitation, and feedback regarding this has been submitted as a feature request to the product team. For guidance on how to delete old SLAs, you can refer to this help article: Archive or delete unused SLAs 📌

    1 reply

    bernice
    Expert User ✨
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    • bernice
    • Expert User ✨
    • Answer
    • April 29, 2024

    Hey @abdulaziz alarifi 👋 Currently, it is not possible to directly edit an SLA in Intercom. If you need to make changes to an SLA, you will have to archive or delete the existing SLA and create a new one. This process involves manually going through your Workflows to update where your SLAs are being applied. The inability to edit SLAs directly is a known limitation, and feedback regarding this has been submitted as a feature request to the product team. For guidance on how to delete old SLAs, you can refer to this help article: Archive or delete unused SLAs 📌

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