We have a dedicated team that is handling conversations escalated to them by T1 agent. This means these conversations have already received the first response. I'd love to be able to set up a rule like this -> If a conversation is assigned to X inbox then Apply SLA. Ideally, I would like to skip the " When" when setting up this rule but not sure it's possible. The reason why is that those conversations are not considered " new conversations''. Do you have any recommendations on how I can achieve this? Thank you
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Hi, is it possible to set up an SLA rule for no new/ existing conversation?
Best answer by Oseas
Hey @user1349! Oséas here from the Customer Support Specialist team 🕵️
This would only be possible for conversations that don't have any SLA applied to them when they are passed to your other team since SLAs can only be applied once for the same conversation. You could set up a rule as below 👇Just note that in this case, only the SLA for the "next response" would be calculated since the first reply was already sent by another team.
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