Office hours and SLAs
Tell Productlane when your team is available and how quickly threads should be answered. You set a timezone, define your weekly availability, set a response target, and build SLA policies that track first response, next response, and time to close.
Timezone, response time, and office hours work on every plan. SLAs need the Scale plan or above.
Where to find it
Settings > Office hours & SLAs.
Set your hours
- Set your Timezone, so availability is calculated against the right clock.
- Turn on Response time and enter the number of hours you aim to answer within.
- Under Office hours, click Add hours and set the days and the start and end time for each window your team is available. Add more windows as you need them, up to seven.
Everything saves as you go.
Build SLA policies
- Turn on Enable SLAs. Four starter policies are created the first time.
- Turn on Use office hours if SLA timers should run only inside your availability windows.
- Edit each policy: rename it, choose All threads or Conditions, build the conditions, and set First Response, Next Response, and Time to Close targets.
- Reorder policies so the most specific sit above the catch-all Default.
Policies are evaluated top to bottom and the first match applies, so order decides the outcome. A policy set to All threads matches everything, which is what makes it a good last entry. Deleting a policy asks first and cannot be undone.
How office hours reach your customers
With Live Chat on and office hours configured, the widget header follows your hours: it says your team is available during them, and when you are back outside them. The response time message shows instead when no office hours are set. See Live Chat.
Good to know
- Viewers can read these settings and cannot change the response time.
- Up to seven office hours windows.
