What you'll achieve
Eligible VIP or tiered Conversations receive the intended SLA target without changing other Inbox rules.
Create a narrow SLA rule
Set the customer's profile type or the customer or company tier before creating the rule.
Open Settings > Inbox > SLA policies and add a rule to the policy with VIP, customer tier or company tier conditions.
Place the rule above broader rules, enable it and use a representative Conversation to verify the selected target.