How to set up SLA rules on the WhatsApp Business API
Service Level Agreement (SLA) rules turn "we usually reply fast" into a measurable promise: a customer who messages your WhatsApp number gets a first response within, say, 5 minutes and a resolution within a set window, or the conversation escalates automatically. This tutorial walks through configuring first-response and resolution timers inside InfiQ's shared team inbox, wiring them to business hours, and adding escalation alerts so nothing sits unanswered. It takes about 15 minutes end to end, and no code is required for the standard setup.
What you'll do
In InfiQ, define an SLA policy (first-response and resolution targets), scope it to business hours and the right teams or labels, add escalation actions when a timer breaches, then test with your own number before enabling it live and tracking the SLA report.Step 1 — Decide what your SLA actually measures
Before touching any settings, write down the two numbers that matter most: your first-response target (how quickly an agent must send the first human reply after a customer message) and your resolution target (how long until the conversation is marked done). SLA timers only run against the free 24-hour service window that opens when a customer messages you, so keep targets realistic for that window — a 5-minute first response and a 4-hour resolution are common for support, while sales teams often tighten first response to 2 minutes. Decide whether the clock should pause overnight (measured against business hours) or run 24/7, and whether different teams or product lines deserve different targets. Getting this straight on paper first prevents rework once you are inside the configuration screens.
- First-response SLA: time from the customer's message to the first agent reply.
- Resolution SLA: time from conversation open to a resolved/closed status.
- Business-hours vs 24/7: decide if the timer pauses outside working hours.
- Segmentation: one policy for all, or separate targets per team, label or priority.
Step 2 — Create the SLA policy in InfiQ
Open your InfiQ dashboard and go to Settings, then the Inbox or Automation area, and create a new SLA policy. Give it a clear name like 'Support — Standard' so it is obvious in reports later. Enter your first-response and resolution targets in minutes or hours, and choose the calendar the policy follows. If you added a business-hours calendar (Step 3), the timer will only tick during those hours; otherwise it runs continuously. You can create several policies and rank them by priority — InfiQ applies the first matching rule, so put stricter policies (VIP customers, high-value labels) above the general fallback. Save the policy but leave it inactive until you have tested it.
- Name each policy descriptively (team + tier) for cleaner reporting.
- Set first-response and resolution targets explicitly — don't rely on defaults.
- Attach a business-hours calendar if the clock should pause after hours.
- Order multiple policies by priority; the top matching rule wins.
Step 3 — Scope the rule with business hours, teams and labels
A policy that applies to every conversation is a blunt instrument. Define your business hours (including timezone — set it to IST if your team is India-based) so overnight messages don't count against your agents unfairly, then attach conditions that decide which conversations the SLA covers. Common conditions are the assigned team or agent group, a label such as 'billing' or 'onboarding', the conversation priority, or the entry point (a specific WhatsApp number or campaign). Scoping matters because a customer who replies inside the 24-hour service window is a free-to-message service conversation, whereas re-opening a closed chat after the window requires a template message billed per delivered message by category — your SLA rules should reflect that reality so you're not chasing timers on conversations you can only reopen with a paid template.
- Set the correct timezone (IST for most Indian teams) on the business-hours calendar.
- Filter by team, label, priority or WhatsApp entry point.
- Remember: replies inside the 24-hour service window are free; reopening after it needs a paid template message.
- Keep at least one catch-all policy so no conversation is left without an SLA.
Step 4 — Add escalation actions when a timer breaches
An SLA is only useful if a breach triggers something. In the policy, add actions that fire at defined points — for example a warning notification to the agent at 80% of the timer, and a full escalation when the timer breaches. Typical escalation actions include reassigning the conversation to a supervisor, notifying a team channel, raising the priority, or applying an 'SLA breached' label so it surfaces in filters. You can stagger multiple thresholds: nudge the assigned agent first, then escalate to the team lead, then flag it for the manager. Keep the notification path somewhere people actually watch, and avoid escalating so aggressively that every busy hour floods your team with alerts.
- Add a warning at 80% of the timer, and an escalation at 100% (breach).
- Escalation options: reassign to a lead, raise priority, notify a channel, apply a label.
- Stagger thresholds so alerts climb the chain instead of firing all at once.
- Route breach alerts to a channel your team monitors in real time.
Step 5 — Test with your own number, then go live
Never enable an SLA policy straight to customers. Send a test message to your business WhatsApp number from your own phone and watch the timer start in the inbox — confirm the first-response clock counts down, deliberately let it approach the threshold, and verify the warning and escalation actions fire exactly as configured. Check that business hours pause the clock correctly by testing a message just before and after your working window. Once the behaviour matches your policy on paper, activate it and monitor the SLA report for the first few days: watch your compliance percentage, spot which labels or times of day breach most, and adjust targets or staffing rather than loosening the rule to hide a real gap.
- Message your own number and confirm the timer starts and counts down.
- Let a test conversation approach the threshold to verify escalations fire.
- Test just before and after business hours to confirm the clock pauses.
- After go-live, track SLA compliance in the report and tune, don't disable.
Frequently asked questions
Do WhatsApp SLA rules cost anything extra to run?+
Does the SLA timer count against the 24-hour window?+
Can I set different SLA targets for sales and support?+
How do business hours affect the SLA clock?+
What happens when an SLA is breached?+
Do I need a developer to set up SLA rules?+
How do I know if my SLA rules are working?+
How long does the whole setup take?+
Hold every WhatsApp reply to a real deadline
Set up first-response and resolution SLAs in minutes with InfiQ's no-code inbox — book a demo and our India-based team will help you configure the policies that fit your workflow.