What is an SLA and How to Set Up a Default SLA on DoubleTick

Learn how to set up and manage Service Level Agreements (SLAs) on DoubleTick.

What is SLA?

An SLA (Service Level Agreement) is a response time target for your team. It tells your agents how quickly they need to reply to a customer chat. DoubleTick tracks this timer on every conversation and flags it when the target is missed.

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What is a Default SLA?

A default SLA is a single response time target that applies to all your WhatsApp numbers across the workspace. It is the starting point — one rule, all channels.

If your business runs on one WhatsApp number with no escalation matrix, the default SLA is all you need. If you run multiple numbers and want different rules & escalation matrix for each, refer to Multi-WABA Level SLA.

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Where to Find It & How to Configure It

Go to Settings from the left navigation panel. Inside Settings, click on Configure SLA.

Step 1 — Enable SLA

You will see a Service Level Agreement section with an Enable/Disable toggle on the right. SLA must be enabled before you can configure anything. Click the toggle to enable it.

Step 2 — Set the Default SLA

Once enabled, a Default SLA option appears below. Click on it, enter your target response time (for example, 3 minutes), and click Save.

That's it. This target now applies to all your WhatsApp numbers.

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How It Looks in Chats

Once the default SLA is active, every incoming chat will show an SLA timer. You can see at a glance whether a chat is within the target or has already breached it.

In the Chats section, there is a dedicated SLA Breach tab where all breached chats are listed. You can filter them by Awaiting Reply, Unread, or All.

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Viewing SLA Breach Reports

To analyze SLA breach data, go to Enterprise Analytics and open the Reports tab.

Click New Report, give it a name such as SLA Breach Report, and set the report type to Segmentation. Click Create Report to start configuring it.

Inside the report:

• Set Type of Report to Chat

• Under Metrics, select the SLA Breach metric

This gives you an overall view of SLA breaches across your workspace. You can export this report, save it, or add it to your Analytics Dashboard for regular monitoring.

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Next Step

If you run multiple WhatsApp numbers and need different SLA rules for each, read Multi-WABA Level SLA.