Who sees this: Administrator, Company Manager, and Area Manager. Available on all plans.The Tartini interface is in Portuguese. Screen and button names appear here exactly as on screen, with the translation in parentheses.
Turn on the SLA for a channel
By default, a channel that’s never been configured has the SLA turned off. Where to find it: Configurações > Atendimento > SLA de Atendimento (Settings > Service > Service SLA).1
Open the screen
Go to Configurações > Atendimento > SLA de Atendimento.
2
Choose the channel
Click the channel you want to measure, in the list on the left.
3
Turn on the SLA
Turn on the SLA medindo (SLA measuring) toggle.
The SLA is set channel by channel. Turn it on only where it makes sense to measure response time.
Set the maximum response time
Where to find it: Configurações > Atendimento > SLA de Atendimento, in the channel detail.1
Choose the time
In Tempo máximo (Maximum time), use one of the shortcuts (5 min, 10 min, 15 min, 30 min, 1 h, 2 h) or type a value between 1 and 1,440 minutes.
2
Save
Click Salvar (Save).
A channel that’s never been configured shows 15 minutes, turned off. The SLA counts from the moment the conversation enters the queue until the first human response, even in transfers from Tino.
Understand the alerts
Each channel with an active SLA has a three-milestone timeline, visible right on the settings screen:- Primeiro alerta (First alert): the conversation turns amber in the queue, before the deadline is missed.
- Estourou (Missed): the conversation turns red, at the maximum time set.
- Crítico (Critical): managers get an email.
What the team sees in the conversation
A conversation within the deadline shows no warning. As it nears the limit, it appears amber in the queue. After the deadline, red.Relationship with business hours
The SLA clock only counts within the business hours set up. Outside business hours, it pauses and resumes at the next opening.With no business hours set up, the SLA counts 24 hours a day, every day. Set the hours in Availability.
Frequently asked questions
Does the SLA measure Tino's responses?
Does the SLA measure Tino's responses?
No. It measures the time until the first human response, even when the conversation arrives through a transfer from Tino.
Can I use the same deadline for all channels?
Can I use the same deadline for all channels?
It’s not automatic. Set the maximum time channel by channel.
What happens if I switch channels without saving?
What happens if I switch channels without saving?
The screen prompts you to save or discard the changes before switching channels.