This page helps you set the response targets Thorpe tracks, and explains when the clocks run and when Thorpe alerts you.
How targets are picked
An SLA policy holds two targets, a first response in minutes and a resolution in business hours, plus the business hours they count against. Every workspace has a Default policy, created during setup. You can add more and give each one an account tier.
When a request opens, Thorpe picks its policy in this order:
- The channel's Policy override, set in Settings > Channels.
- The policy for the account's tier. You set an account's tier when you create or edit it in Accounts, as Enterprise, Growth or Standard, or it comes from HubSpot when that optional integration maps it.
- The Default policy.
A request keeps the policy it opened with. The account page shows which one is in force, for example SLA policy in force: Default (default).
Add a policy for a tier
- Go to Settings > SLA policies and choose Add policy. The new policy starts with the default's targets and hours.
- Give it a Name, set First response and Resolution, and pick a tier under Applies to tier. The list shows the tiers your accounts use, so give an account its tier in Accounts first.
- Open Business hours to change the days, Opens, Closes and Time zone.
- Choose Save. New requests use it right away.
Only admins can change SLA policies. A policy other than the default can be removed with Delete.
| Setting | Default |
|---|---|
| First response | 30 minutes, from setup |
| Resolution | 8 business hours, from setup |
| Business days | Monday to Friday |
| Opens and Closes | 9:00 and 18:00 |
| Time zone | The time zone of the browser used for setup |
| Holidays | None |
| Applies to tier | No tier, used by the default policy |
Holidays
Under Business hours, add single dates with Add date, or pick a Country and choose Add public holidays for that country. The countries are US, UK, IN, DE, AU and CA. A policy holds up to 60 upcoming dates. Clocks don't run on a holiday.
When the clocks run
- Both clocks count only business hours in the policy's time zone, so nights, weekends and holidays don't count.
- The first-response clock starts at the customer's message and stops at your team's first reply in the thread.
- The resolution clock pauses while a request is Waiting on customer or Snoozed, and resumes with the time it had left.
- If a customer channel is disconnected, the resolution clock pauses until it reconnects. The first-response clock keeps running.
Alerts
| When | Alert in the triage channel |
|---|---|
| First response at 75% | First reply due soon |
| First response at 100% | First reply overdue |
| Resolution at 75% | Resolution due soon |
| Resolution at 100% | Resolution overdue |
The owner also gets a DM: "A request you own needs a reply soon" at 75%, and "A request you own is overdue" at 100%. Each alert is sent once per request. If the request has no owner, only the triage channel hears about it. If the owner is away or outside their working hours at 75%, the triage alert says so.
What's next
- Ownership and assignment explains working hours and away for teammates.
- Requests and the triage card shows where the SLA appears on each card.