SLA

Service Level Agreement management

Endpoints

• POST Acknowledge an SLA breach — Marks an SLA breach as acknowledged and records the user or API key that performed the action. The breach remains unresolved.
• POST Create an SLA policy — Creates an SLA policy for the authenticated organization. Admin access is required. Omitted optional fields use the defaults defined in the request schema.
• DELETE Delete an SLA policy — Deletes an SLA policy from the authenticated organization. Admin access is required. The policy is no longer evaluated for conversations after deletion.
• GET Get SLA status for a specific conversation — Returns the SLA status for a conversation in the authenticated organization. Visitor tokens can inspect only their own conversations.
• GET Get SLA status overview for active conversations — Returns an SLA summary for up to the 500 most recently active open conversations in the authenticated organization.
• GET List recent SLA breaches — Returns up to 100 recent SLA breaches for the authenticated organization. Filter by operator, policy, or time range.
• GET List SLA policies — Returns all SLA policies for the authenticated organization. The response uses the standard paginated shape but includes the full policy list in one page.
• POST Resolve an SLA breach — Marks an SLA breach as resolved, records the user or API key that performed the action, and sets the resolution timestamp.
• PUT Update an SLA policy — Partially updates an SLA policy in the authenticated organization. Admin access is required. Omitted fields remain unchanged.