[v15.6.4] SLA rules 🔥

This week we are very excited to announce SLA rules in Drag. (Read more).

Service Level Agreements (SLAs) help manage customer expectations and keep your team accountable for timely responses. Drag helps you improve time management to optimize response times even if you don't have formalised SLAs with clients, using a combination of features, from automation rules to reports.

Set reply time goals, view reports on late replies, get notified when replies are overdue or get a heads up when a SLA breach is about to happen and more.

Similarly, you can also use custom notifications to send reminders to relevant users when there's an SLA breach or even before a conversation is due.