Set response-time targets and escalation

A fast first reply wins events. SLA & Escalation is where you set the promise: how quickly a new lead should get a response, measured against your real business hours, and who gets nudged when it slips.

Before you start

• You need the permission to manage settings (the Admin / Owner role has it).
• Have your open hours and holidays handy. The clock counts only business hours, so a lead that arrives at 9pm is not overdue at 6am.

Set your business hours

1. Open Admin, then SLA & Escalation.
2. In Business hours, set your Timezone, then turn each weekday on or off and set its open and close times. A day left off shows Closed.
3. Add any Holidays as dates.
4. Click Save business hours.

Set the escalation stages

Each policy card is one promise (for example, an initial response to a lead). Build its ladder:

1. Under a policy, click + Add stage.
2. Set After a number of hours (business or wall-clock), then the action: Remind the assignee, Escalate to manager (then admins), or Escalate to admins.
3. Add as many stages as you want, then click Save policy. Toggle Active to turn a policy on or off.

Alert on a task breach

Use the Task SLA breach alert card to email people when a task passes its SLA. Turn on Send alert, set the Recipients (leave blank to use your default alert recipients), and click Save task alert.

Good to know

• Business hours are the reason two leads that arrived the same evening can have different deadlines: the clock only ticks when you are open.
• The default alert recipients come from Notifications.