When SLAs break, customer frustration rises — and revenue opportunities can be lost.
The “SLA Breached” trigger fires a bot flow whenever the response or resolution SLA you’ve set is violated.
Why does this matter?
- Instant actions without waiting for manual review
- Safety net for customer experience — reduce risk of churn
- Stronger accountability through automations
What kind of bots can be created?
- Customer Apology/Update Bot: Send a prewritten message to reassure customers when SLAs slip.
- Reassignment Bot: Automatically transfer the chat to the next available or backup agent.
- Priority Handling Bot: Mark the chat as high-priority, tag it, or move it to a fast-lane queue.