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SLA as Chat transitions to Case

Karen Bautista
Karen Bautista Director, Strategy & OperationsMember

Hi All,

When a case originates in Chat but can't be solved and becomes a case, what SLA do you apply at that time? Do they get priority when they enter the case queue or are your initial SLAs applied?

Thanks in advance for your thoughts and insights!


  • Alexander Mundorff
    Alexander Mundorff SVP Support Founding Analyst | Scholar ✭✭

    We do not distinguish between the different channels - customers choose their preferred options and we work on the case with the gold and platinum SLA. Hope this helps - happy to discuss further.

  • Karen Bautista
    Karen Bautista Director, Strategy & Operations Member

    Thanks, Alexander. Do they ever transition from one channel to another? Or, are you saying even in a transition, the same SLA applies?

  • David Perrault
    David Perrault VP Product Support and Customer Care Founding Analyst | Expert ✭✭✭

    Same SLA applies. E.g. if you transition from chat to ticket, you could even have the create date of the ticket updated (depending on your ticketing system) so that it matches when the chat started with the customer.

  • Karen Bautista
    Karen Bautista Director, Strategy & Operations Member

    Thanks, David. That is what makes sense to me too. They have already entered our overall experience so just because they have to switch channels...they should not have to start over from a SLA response perspective.