SLA start option when conversation is assigned to agent for Intercom
C
Connie
Summary:
Right now, SLA timers start when a conversation is created in Intercom, even if a bot or AI is handling the first response. This makes SLA results look worse than they are.
Request:
Add an option for SLA timers to start when the conversation is assigned to a human agent, and end when the agent sends their first reply.