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SLA Policies

List SLA policies

get
Authorizations
Path parameters
workspaceIdstringRequired
Query parameters
limitinteger · min: 1 · max: 100Optional

Limits the number of results to return

Default: 10
pageTokenstringOptional

Pagination token that keeps of track of the current position in the list

reversebooleanOptional

Order in which to retrieve the results

Default: false
Responses
200

A paginated list of SLA policies.

application/json
Responseall of
get
/workspaces/{workspaceId}/inbox/sla-policies
GET /workspaces/{workspaceId}/inbox/sla-policies HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*
200

A paginated list of SLA policies.

{
  "nextPageToken": "text",
  "results": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
      "name": "text",
      "description": "text",
      "timeKeepingMethod": "clock",
      "metrics": {
        "firstReplyTime": [
          {
            "priority": "text",
            "breachThreshold": 1,
            "warningThreshold": 1
          }
        ],
        "nextReplyTime": [
          {
            "priority": "text",
            "breachThreshold": 1,
            "warningThreshold": 1
          }
        ]
      },
      "createdAt": "2025-10-24T16:48:11.075Z",
      "updatedAt": "2025-10-24T16:48:11.075Z"
    }
  ]
}

Create SLA policy

post
Authorizations
Path parameters
workspaceIdstringRequired
Body
namestringRequired
descriptionstringRequired
timeKeepingMethodstring · enumRequired

Determine how the timers are tracking expiry.

  • clock will simply count using the full 24 hours of a day.
  • businessHours takes into account the business hours configured for the assigned team.
Possible values:
Responses
201

The SLA policy.

application/json
post
/workspaces/{workspaceId}/inbox/sla-policies
POST /workspaces/{workspaceId}/inbox/sla-policies HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 235

{
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  }
}
{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  },
  "createdAt": "2025-10-24T16:48:11.075Z",
  "updatedAt": "2025-10-24T16:48:11.075Z"
}

Get SLA policy

get
Authorizations
Path parameters
workspaceIdstringRequired
slaPolicyIdstring · uuidRequired
Responses
200

The SLA policy.

application/json
get
/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}
GET /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  },
  "createdAt": "2025-10-24T16:48:11.075Z",
  "updatedAt": "2025-10-24T16:48:11.075Z"
}

Update SLA policy

patch
Authorizations
Path parameters
workspaceIdstringRequired
slaPolicyIdstring · uuidRequired
Body
namestringOptional
descriptionstringOptional
timeKeepingMethodstring · enumOptional

Determine how the timers are tracking expiry.

  • clock will simply count using the full 24 hours of a day.
  • businessHours takes into account the business hours configured for the assigned team.
Possible values:
Responses
200

The SLA policy.

application/json
patch
/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}
PATCH /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 235

{
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  }
}
{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspaceId": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "description": "text",
  "timeKeepingMethod": "clock",
  "metrics": {
    "firstReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ],
    "nextReplyTime": [
      {
        "priority": "text",
        "breachThreshold": 1,
        "warningThreshold": 1
      }
    ]
  },
  "createdAt": "2025-10-24T16:48:11.075Z",
  "updatedAt": "2025-10-24T16:48:11.075Z"
}

Delete SLA policy

delete
Authorizations
Path parameters
workspaceIdstringRequired
slaPolicyIdstring · uuidRequired
Responses
204

OK

No content
delete
/workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId}
DELETE /workspaces/{workspaceId}/inbox/sla-policies/{slaPolicyId} HTTP/1.1
Host: 
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

No content

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