SLA policies API - Open.cx Docs

An SLA policy names the targets your team commits to. Reading policies requires sla:read; creating, updating, and deleting requires sla:write. Policies are assigned to sessions by workflows and to phone queues by team or workspace settings; the API manages the policies themselves.

Fields

Field	Values	Notes
`name`	String, 1–255	Required on create.
`office_hours_id`	`null` or an office hours schedule ID	Only time inside the schedule counts toward every target. `null` counts all time.
`first_reply_target_seconds`	`null` or positive integer	Chat and email: first reply.
`next_reply_target_seconds`	`null` or positive integer	Chat and email: each later reply.
`resolution_target_seconds`	`null` or positive integer	Must be greater than the largest reply target.
`answer_target_seconds`	`null` or positive integer	Phone: callers waiting for an agent must be answered within this time.
`answer_target_percent`	`null` or integer, 1–100	Phone: the goal for the share of graded waits answered within the target.
`answer_count_mode`	`all_offered`, `answered_only`	Phone: `all_offered` (default) counts callers who were never answered as missed; `answered_only` grades answered calls only.
`answer_short_abandon_seconds`	`null` or integer, ≥ 0	Phone: callers who hang up within this many seconds are left out in either mode.

At least one target must be set. A policy can carry only a phone target, only reply and resolution targets, or both. On update, send only the fields you want to change; a target update must still leave at least one target set. Changing a phone target only affects callers who start waiting afterwards. Assign a policy to a team with phone_sla_policy_id on the Teams API, or as the workspace default in Settings → Voice & Telephony. See Phone answer-time SLA for how waits are measured and graded.

Available Endpoints

List policies

List every SLA policy in the workspace

Get policy

Get one policy by ID

Create policy

Create a policy with reply, resolution, or phone answer-time targets

Update policy

Change a policy’s name, office hours, or targets

Delete policy

Delete a policy

​Fields

​Available Endpoints