SLAs, business hours & the Overdue queue
Set the response commitments you want to hit and let PilotPM watch the clock for you.
Set targets
In Settings → Inboxes, give each inbox a first-response and resolution SLA target and its business hours (with time zone). The SLA clock counts business time only — it pauses while you're waiting on the customer and outside business hours, so you're measured on the time that's actually yours.
See what's at risk
The inbox's Overdue and Due-soon filters surface breached and approaching conversations first, so nothing slips. VIP customers can get tighter SLA targets.
Track performance
Managers see SLA-compliance %, first-response and resolution times, CSAT, and reopen rate on the Team and Analytics views — measured in your agents' working (presence) time, so the numbers reflect real availability.
Was this article helpful?
Or open the chat in the corner to ask follow-up questions.