SLA policies now run, and snoozed conversations wake up on time

The SLA policies you set up in Settings now time every conversation they apply to: first response, next response and resolution each get a due time, your team is warned before a target is missed and alerted when it is, and the inbox shows where each conversation stands.

How it behaves

• Which policy applies: the first enabled policy, in your order, whose conditions match. It's chosen when the conversation arrives, on each customer message and handoff, and again when the priority changes. A routing rule can also apply a specific policy, which then stays.
• The clock: starts at the customer's first message and counts in calendar hours or your business hours (weekends and holidays skipped, in your schedule's timezone).
• First response: met by a public reply from a teammate. Aide's replies count only if the policy says so, and internal notes never count.
• Next response: each customer message after the first response starts a new target, met by the next reply.
• Resolution: met when the conversation is closed. Reopening it resumes the unmet targets.
• Pausing: the clock stops while the conversation is in one of the policy's paused statuses (waiting on customer, on hold, snoozed), and due times move back by the time spent paused.
• Warnings and breaches: at the policy's warning threshold and again on breach, Aide notifies the assignee, or the team's members when nobody is assigned, or owners and admins when there's no team. Each target alerts once. Breach alerts are also emailed, following your notification settings.
• Warning and breach actions: the actions you set on a policy run once per target when it warns or breaches: change priority, team, member or status, notify, hand back to Aide, or apply another policy. They never replace a teammate's assignee or a team a person picked, and each run shows in the activity trail as made by the system.
• In the inbox: the SLA chip in the conversation list and the SLA block in the side panel show live due times and breaches. You can filter the list by SLA status, saved views included, and sort it by "SLA due" (soonest first; paused, closed and conversations without an SLA last).
• Snooze: a snoozed conversation reopens when its snooze ends, keeps its assignee, and the assignee gets an in-app notice.

For developers

• GET /v1/conversations accepts slaStatus and slaStatusNot (an SLA status, or none) and sort=sla_due.

All changes