SLA

Service Level Agreement management

Endpoints

• POST Acknowledge an SLA breach — Marks one organization-owned SLA breach as acknowledged and records the concrete session user or API-key identifier that performed the transition.
• POST Create an SLA policy — Creates an SLA policy for the current organization. Admin access is required.
• DELETE Delete an SLA policy — Deletes one SLA policy from the current organization. Admin access is required.
• GET Get SLA status for a specific conversation — Returns the SLA status for one conversation in the current organization. Visitor tokens can only inspect their own conversations.
• GET Get SLA status overview for active conversations — Returns an aggregate SLA overview for up to the 500 most recently active open conversations in the current organization.
• GET List recent SLA breaches — Returns recent SLA breaches for the current organization. Results can be filtered by operator, policy, and time range, and at most 100 breaches are returned.
• GET List SLA policies — Returns all SLA policies configured for the current organization.
• POST Resolve an SLA breach — Marks one organization-owned SLA breach as resolved, records the concrete session user or API-key identifier, and sets the resolution timestamp.
• PUT Update an SLA policy — Updates an existing SLA policy in the current organization. Admin access is required.