Set SLA policies and business hours

Set business hours

1. 1

   Open Admin > Workspace > Business hours.

   

2. 2

   Choose the timezone and working window for each supported day.

3. 3

   Open the default calendar and add holidays manually or import current regional dates for a country and year.

4. 4

   Review imported dates, then save the calendar before changing SLA targets.

Configure automatic responses

1. 1

   Open Admin > Workspace > Business hours and select the Automatic responses tab.

   

2. 2

   Enable acknowledgement, then choose During office hours, Outside office hours or both. The corresponding text field appears only after that period is enabled.

3. 3

   Enter the message for every enabled period and select Save. DobroDesk keeps the saved text when you turn the feature off so you can restore it later.

4. 4

   The save action requires at least one enabled period and text for every enabled period. Automatic responses are separate from SLA targets.

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

1. 1

   Keep one policy as the workspace default.

   

2. 2

   Create a faster or slower custom policy when a queue has a different commitment.

3. 3

   Choose the custom policy beside that Inbox or keep Workspace default.