Quick Answer
SLAs for messaging teams combine response timers, escalation logic, and analytics. OnSync enforces SLAs per channel with Smart Triggers, alerts, and dashboards so you know exactly when a WhatsApp or Instagram thread is about to breach.
Key Points
- Define SLAs per channel and intent (support vs sales).
- Automate acknowledgement + escalation inside OnSync.
- Surface SLA metrics in dashboards and send alerts to Slack/Teams.
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Operations
Building SLAs in Messaging Teams
Define, automate, and monitor WhatsApp and social SLAs with timers, alerts, and compliance dashboards inside OnSync.
OnSync Operations Studio
2025-12-24
10 min read
Core SLA Components
Channel matrix
Map SLAs by channel, region, and customer segment.
Timer automation
OnSync timers pause when waiting on customer data and resume on reply.
Escalation design
Define who gets paged, when to reroute, and how to append notes.
Governance + reporting
Audit logs, breach reports, and exportable dashboards keep leadership aligned.
Metrics to Track
First-response SLA compliance
92%+ target
Resolution SLA compliance
85%+ target
Escalation success rate
100% of breaches escalated within 2 min
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