More SLA rule triggers

Current State

Currently, SLAs will only trigger when either a conversation is created, or an inbound reply is received.

Requirement

Provide additional triggers for starting an SLA countdown, including:

• Ticket unsnoozed

• Time since last outbound reply

Example use case

• A complex request is received

• This request requires the agent to do some work which may take days of waiting time

• In the meantime, we want to manage the customer's expectations by providing them with daily updates

• An SLA timer could either:

  • Start when the conversation is unsnoozed (the agent snoozes for 24hrs after each reply)

  • Start when the agent sends a reply