Reply SLA countdowns now respect business hours
With "Only during business hours" turned on, a Reply SLA pauses its clocks outside the inbox's working hours instead of breaching overnight.
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Mampu AI now pauses Reply SLA countdowns outside an inbox's working hours when Only during business hours is on, so a customer message that arrives in the evening no longer breaches the SLA overnight.
How do I pause Reply SLA countdowns outside business hours in Mampu AI?
- Open Settings → Reply SLA and click Add SLA, or edit an existing SLA.
- Turn on Only during business hours.
- Check the business hours listed for each inbox the SLA covers, and set or edit an inbox's timezone and weekly schedule right there.
- Save the SLA.
How does a Reply SLA count time with business hours turned on?
- First response, next response and resolution countdowns run only inside the inbox's working hours. A message at 8:30pm on a 2-hour SLA breaches 2 working hours after the next opening.
- Hours you set in the SLA form are saved to the inbox, so the inbox's Business Hours tab shows the same schedule.
- An inbox without working hours is still measured around the clock.
- Inboxes that never picked a timezone follow the account's timezone.
