SLA and Customer Satisfaction Survey

SLA measures the response and resolution times you’ve promised your customers; the customer satisfaction survey (CSAT), on the other hand, asks customers how their experience went after the call ends. Both settings screens require administrator permissions; results are displayed on the team’s call screen and in notifications.

• SLA and Business HoursCalendars and SLA Policies
• Satisfaction SurveySurvey Settings and Results from the Last 30 Days
• Notification PreferencesHow to Receive SLA Alerts

1. Work Schedule

The SLA counter operates only during business hours; a request received on Friday evening is not considered a violation over the weekend.

1. Open the screen — go to Settings › SLA and Working Hours, then click "Add Calendar" on the Working Hours card.
2. Name and time zone — Give the calendar a name; enter the IANA name in the time zone field, for example, Europe/Istanbul.
3. Weekly Hours — Use "Add Row" to enter the Day, Start, and End times for each day. If the end time is earlier than the start time, the shift extends past midnight (for example, 10:00 PM–6:00 AM).
4. Save — Click "Save."
5. Add holidays — When you reopen the calendar using "Edit Calendar," the "Holidays" section will appear; enter the date and name, then click "Add." The counter does not run on these days.

2. SLA Policy

1. Add a policy — On the SLA Policies card, click "Add Policy" and enter a Name.
2. Enter your goals — First Response (minutes) and Resolution (minutes); you must fill in at least one of these. The time must be between 1 minute and 1 year.
3. Select a calendar — Select a calendar from the list of business hours. If 24/7 (no calendar) is selected, the counter runs continuously.
4. Specify the order — The system first tries the smaller number in the "Order" field; the policy that matches first is applied.
5. Add conditions — Use "Add Condition" to enter the Field (Channel, Type, Priority, Group, Tag), Operator (equals, does not equal, any of the following), and Value. All conditions must be met; a policy without conditions applies to every call.
6. Save — Click "Save."

Example values: For Channel, whatsapp, instagram, messenger, telegram, email, or widget for live chat; for Type, chat (chat) or ticket (request); for Tag, the tag’s name. Case-insensitive.

3. How does the counter work?

• The policy is selected when the meeting is opened; it is reevaluated when tags are added to or removed from the meeting. Durations are always calculated from the moment the meeting is opened.
• The first response counter stops when an agent sends the first message to the customer. Internal notes and BLE AI’s automated responses do not count as the first response; responses sent via a macro do count.
• The solution counter stops when the call ends; it resumes counting if the call is reopened.
• 15 minutes before the deadline, the SLA time expires; once the time expires, an "SLA time exceeded" notification is sent: to the agent if the call is assigned, or to the agents in the call’s group if it is not assigned. Each alert is sent once.
• The SLA section in the right panel of the call screen displays the remaining time for two targets or the "Met" or "Exceeded" status.

4. Customer Satisfaction Survey (CSAT)

1. Open the screen — follow the path: Settings › Satisfaction Survey.
2. Open the survey — Enable the "Send survey when the interview ends" option; it is disabled by default.
3. Select a scale — The scale can range from 2 to 10.
4. Enter the delay — Delay (minutes): 0 sends immediately, up to 7 days.
5. Enter text here — Question and Thank You message; if left blank, the default text will be used.
6. Save — Click "Save."

When the call ends, the survey is queued, and once the delay period expires, a message containing a link to the survey and a rating form is sent to the customer. In messaging channels (such as WhatsApp, Instagram, and Telegram), the message is sent to the customer via the channel; in conversations outside of these channels, it appears only within the conversation itself and is not sent via email. The customer opens the link, selects a rating, writes a comment if desired, and clicks “Send.”

• A survey is sent once per interview; it will not be sent again even if the interview is closed and reopened.
• The first response is valid; if the responded-to link is reopened, it indicates that it is invalid.
• If the channel rejects the message (for example, outside of WhatsApp’s 24-hour window), the poll does not disappear silently; the reason is logged, and it is not retried.

5. Reading the Results

The "Last 30 Days" card on the same screen displays the satisfaction percentage, the number of responses and submissions, the distribution of Positive, Neutral, and Negative ratings, and the latest reviews along with their scores.

• The average is calculated based only on completed surveys; those who did not respond are not counted as neutral.
• On the satisfaction scale, the lowest score is 0% and the highest is 100%.
• On a 5-point scale, 4 and 5 are considered positive, 3 is neutral, and 1 and 2 are considered negative.
• Changing the scale later will not alter the scale of previously sent surveys.

Related articles

• Macros
• Scheduling, Ending, and Rescheduling Calls
• Notifications and Alert Sounds
• Connecting and Using WhatsApp