What this does

The SLA warning alert tells your team in Slack or Microsoft Teams that a chat is close to going unanswered. It fires when a waiting chat has used a set percent of its queue timeout and nobody has picked it up. You choose that percent for the whole account, and you can give any team its own percent.

Every chat is alerted once. A team value always beats the account value.

Before you start

• Turn the alert on for the channel: open Integrations, then Slack or Microsoft Teams, edit the webhook and tick SLA warning. Save, then click Test to confirm the channel receives messages.
• You need to be an account administrator to change routing settings.

Set the account default

1. Open Routing & Escalation (the link under the SLA warning checkbox on the Slack and Teams pages takes you there).
2. Go to 2 · Unanswered chats.
3. Set SLA warning threshold and, if you use the breach notice, SLA breach threshold. The warning percent cannot be higher than the breach percent.
4. Click Save. You should see "Unanswered-chat escalation saved."

This value applies to every team that has no value of its own.

Give one team its own threshold

1. On the same page, scroll to Team SLA thresholds under the two account fields.
2. Find the team. It shows Using account default until you set a value.
3. Type a Warning percent, a Breach percent, or both. A blank box follows the account default; the account value shows in grey as a hint.
4. Click Save on that team's row. You should see "<team name> SLA thresholds saved." and the row now reads Team override.

To go back, click Use account default on that team's row. Only the SLA values are cleared; the team's other escalation settings stay as they are.

How the percent turns into minutes

The percent is taken of that team's queue timeout. With a 10 minute queue timeout, 50 percent warns at 5 minutes and 75 percent warns at 7 minutes 30 seconds. Two teams with different timeouts therefore warn at different times even with the same percent.

If nothing is set anywhere, Velaro uses its built in default, which you can see as the grey hint in each box.

Test it

1. Pick the team and set a low warning percent, for example 10.
2. Start a chat that routes to that team and leave it unanswered.
3. Wait for that percent of the queue timeout. The alert appears in the channel with the team name, and you can also find it under Integrations, Activity Log.
4. Put the percent back when you are done.

Troubleshooting

Limits and which alerts are available depend on your plan; see your plan under Billing, Usage Overview.