SLA

Service Level Agreement management

EndpointsCopy Anchor Link

• 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 one conversation in the selected project. 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 selected project.
• GET List recent SLA breaches — Returns recent SLA breaches for the selected project or the caller's explicit all-project scope.
• GET List SLA policies — Returns the selected project's SLA policies with server-side name search, state filter, deterministic sort and pagination.
• 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.