How to set response deadlines (SLA) by priority and channel
Create first response and resolution goals by priority and channel, choose the default policy, and track compliance.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
An SLA policy defines how quickly the team must respond to and resolve conversations for a priority and certain channels. The screen shows compliance, violations, and breaches.
Where to find it in Cognizy
Before you start
- Feature available on the Business plan and in the Lab (turn it on in Settings › Lab to see it in the menu).
Step by step
- Step 1:
Open Response deadlines. At the top, you’ll see Compliance, the monitored conversations, and the violations from the last 30 days. Click Add policy.
- Step 2:
Enter the Name, choose the Priority and the deadlines for First response (minutes) and Resolution time (minutes). Under Channels, select where it applies (if none are selected, it applies to all).
- Step 3:
Choose whether the AI/chatbot response counts as the 1st response, whether the conversation should Increase priority when breached, the warning before the breach, and whether it only counts during business hours. Turn on Set as default policy so it applies when no other policy matches. Click Create.
- Step 4:
The policy appears in Response deadlines. The one that matches the conversation’s channel and priority applies; if none match, the default one applies; without a default, the oldest one applies.
How to know it worked
Conversations start following the policy deadline, and the screen shows compliance. The person responsible gets a warning before the breach.
If something goes wrong
The deadline ran overnight.
Turn on Count only during business hours in the policy. If no schedule is configured, it applies Monday through Friday, from 8 AM to 6 PM.
Next step
Track violations in the service report.
Sign in with your Cognizy account to save your progress.
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