Skip to main content
Answered

How to setup new inbox rules with SLAs?


Forum|alt.badge.img

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?

 

Best answer by Larissa Alberti

Hey @Selvam 👋

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.

 

View original
Did this topic help you find an answer to your question?

2 replies

Larissa Alberti
Intercom Team
Forum|alt.badge.img+4

Hey @Selvam 👋

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.

 


Forum|alt.badge.img
  • Author
  • Connector
  • 5 replies
  • October 11, 2023

Hi @Larissa Alberti  🖐🏼,

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?

 


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings