What you'll achieve
Agents see the next active SLA target and receive one alert when it is at risk or breached.
Set business hours
Open Admin > Workspace > Business hours.
Choose the timezone and working window for each supported day.
Open the default calendar and add holidays manually or import current regional dates for a country and year.
Review imported dates, then save the calendar before changing SLA targets.
Time outside a working window and listed holidays does not consume SLA minutes.
Create the SLA policies you need
- Open Admin > Inbox > SLA policies. First reply measures the first public teammate response.
- Next reply restarts only after a newer customer message needs a response.
- Resolution measures the total business time until the conversation is resolved.
- At risk controls how early agents are warned before the nearest active target.
Apply a policy to an Inbox
Keep one policy as the workspace default.
Create a faster or slower custom policy when a queue has a different commitment.
Choose the custom policy beside that Inbox or keep Workspace default.
Only the nearest unresolved target drives the visible due time. SLA notifications are deduplicated per target and deadline.