SLA Breached” Bot Trigger — Automate Escalations the Moment SLAs Slip
In fast-moving customer conversations, timing matters. A delayed response or unresolved query can easily lead to customer frustration, churn, and missed revenue opportunities.
With the new “SLA Breached” trigger, DoubleTick allows you to automate what happens when an SLA is violated — without waiting for a human supervisor, manual review, or intervention from backend teams.
This trigger fires the moment a response or resolution SLA you’ve configured breaks, instantly activating a bot flow designed to handle the escalation intelligently.
Why This Matters
SLA failures are inevitable in real-world operations — but the way they’re handled determines how customers perceive your brand.
The “SLA Breached” trigger helps you:
1. Take Instant Action
No delays, no excuses, no tickets getting ignored in the queue. The bot reacts the moment an SLA is breached.
2. Protect Customer Experience
Unmet expectations can sour relationships. Automated responses help reassure customers and prevent churn.
3. Strengthen Operational Accountability
Internal escalations become automatic and traceable — improving discipline around response and resolution time commitments.
Together, these benefits make SLA failures less disruptive and more manageable.
What Can You Automate with This Trigger?
The beauty of the SLA Breached trigger is flexibility — teams can choose how aggressively or conservatively to handle escalations based on their workflows.
Here are common automations customers are already building:
1. Customer Apology / Update Bots
When expectations aren’t met, silence is the worst answer.
The bot can instantly:
Apologize for the delay
Reassure the customer their issue is being handled
Provide an updated expectation
Keep the conversation warm
This small gesture dramatically improves perceived service quality.
2. Reassignment Bots
Sometimes SLA breaks don’t represent system failure — they represent workload imbalance.
With reassignment automations, DoubleTick can:
Reassign the chat to another agent
Activate backup or overflow agents
Trigger a “round-robin” allocation
Nudge agents internally
This reduces dependency on supervisors to manually redistribute chats.
3. Priority Handling Bots
Not all SLA misses are equal — some discussions are revenue-sensitive or retention-critical.
Using the trigger, you can automatically:
Mark the chat as High Priority
Tag it for special handling
Move to a fast-lane queue
Escalate to leadership
Priority routing ensures the right people see the right conversations at the right time.
Where This Feature Fits Operationally
The “SLA Breached” trigger is useful for:
✔ Support teams with defined response targets ✔ Sales teams with hot lead follow-ups ✔ Success teams managing onboarding or renewals ✔ Compliance-sensitive workflows ✔ Any operation with customer-facing SLAs
Whether you're optimizing for NPS, CSAT, FRT (First Response Time), or TTR (Time to Resolution), automated handling of SLA breaks is a powerful lever.
Strategic Impact (Beyond Just Automation)
While the feature automates tasks, the bigger value lies in operational intelligence:
Customers stay informed
Issues don’t stall
Agents receive pressure relief
Supervisors get visibility
Teams build consistency
SLAs become meaningful, not just contractual
Automated SLA compliance shifts your org from reactive firefighting to proactive experience management.
How to Use It Inside Bot Studio
Open Bot Studio
Create a new bot or edit an existing one
Set the trigger event to SLA Breached
Add the desired bot actions (apology, reassignment, priority, tagging, etc.)
Save and enable the flow
Once active, DoubleTick handles the escalation automatically on every breach event.
Final Thoughts
SLAs are designed to create predictability — but in reality, breaches happen. What matters is how quickly and gracefully you handle them.
The SLA Breached bot trigger turns escalation from a liability into an opportunity: an opportunity to recover customer trust, protect revenue, and strengthen operational discipline.
If you’re serious about customer experience, this trigger belongs in your escalation playbook.
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