Run an automation when a Reply SLA is breached
Give each Reply SLA a breach automation that reassigns the chat, raises its priority, alerts a team or notifies your systems when a customer waits too long.
Read inBahasa Melayu中文
Mampu AI can now act on its own when a Reply SLA is breached. Each SLA can have an automation rule with the Reply SLA Breached trigger, so the moment a customer waits past your deadline the conversation is reassigned, flagged or reported without anyone watching the clock.
How do I run an automation when a Reply SLA is breached in Mampu AI?
- Open Settings → Reply SLA and edit an SLA, or click Add SLA.
- Next to Run automations when this SLA is breached, click Create automation. The rule opens with Reply SLA Breached already set as its trigger.
- Add conditions and actions, then click Create.
What can a Reply SLA breach automation do, and when does it run?
- Actions include Assign to Agent, Assign a Team, Change Priority, Add a Label, Send an Email to Team, Add a Private Note and Send Webhook Event.
- The rule runs for each breach recorded, whether first response, next response or resolution time, while the conversation is open and the customer is waiting.
- Each SLA has one breach automation. Click Edit automation in the SLA, or Edit breach automation on its row, to change it.
- Deleting an SLA also deletes its breach automation.
