Keep system messages from starting the Reply SLA countdown
Add excluded keywords to a Reply SLA, and customer messages containing them, like forwarded notifications or reference codes, never start the countdown.
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Mampu AI Reply SLA can now skip messages that don't need a reply deadline, such as forwarded system notifications, messages relayed on behalf of your own staff, or anything tagged with an internal reference code. List those words under Excluded keywords, and a customer message containing one never starts the reply countdown.
How do I stop certain messages from starting the Reply SLA countdown in Mampu AI?
- Open Settings → Reply SLA and click Add SLA, or open an existing SLA with Edit.
- Under Excluded keywords, type a keyword and press Enter. Repeat for each keyword.
- Click Save, or Create for a new SLA.
How do Reply SLA excluded keywords match messages?
- Keywords match anywhere in the message, ignoring upper and lower case, and each SLA keeps its own list.
- The countdown is measured from the first customer message that doesn't contain a keyword.
- A countdown that is already running is not affected by an excluded message.
- Reply-time reports follow the same rule, and a round made up only of excluded messages is not measured at all.
