Set a different Reply SLA for each inbox
Give each inbox its own reply and resolution targets, such as a fast promise for chat and a relaxed one for email, instead of one SLA for the whole account.
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Mampu AI now lets you give each inbox its own Reply SLA. When you add or edit an SLA, choose whether it applies to all inboxes or only to the inboxes you pick, so your WhatsApp team can promise a five-minute reply while email keeps a same-day target.
How do I set a different Reply SLA for each inbox in Mampu AI?
- Open Settings → Reply SLA and click Add SLA, or edit an existing one.
- Turn off Apply to all inboxes and pick the inboxes under Inboxes.
- Set First Response Time, Next Response Time and Resolution Time, then save.
How are inboxes assigned when I have several Reply SLAs?
- Add as many SLAs as you need. Each inbox belongs to one SLA at most: inboxes already covered by another SLA are not listed.
- One SLA can apply to all inboxes. It covers every inbox that no other SLA has claimed, so it acts as your default.
- Without an all-inboxes SLA, an inbox left out of every SLA is not measured.
- Each SLA keeps its own breach automation, and the list shows which inboxes each SLA covers. Changes apply to newly tracked conversations.
