A "Service Level Agreement" or SLA is a commitment you make within your team to establish how quickly your sales team will engage with a prospect.
Enabling an SLA trigger within our Distro router will ensure these commitments are met, and the prospect is not left hanging.
Consider a new Lead is added to your CRM and routed to the appropriate sales rep. You can now add SLA actions to...
- Remind the assignee via slack after 15 minutes if there is no new activity on the Lead
- Email the assignee on last reminder after 45 minutes if there is no new activity on the Lead
- If still no activity, update the status on the record to "waiting for follow-up" at 55 mins
- Reassign the record to the next team member at 1 hour if there was still no follow-up
In this article, we will cover:
Adding an SLA to a Router
While creating or editing a router, you will see the following option below the rulesets and triggers:
Choosing this opens up our SLA addition screen:
The rule is a condition or set of conditions that must be true for the following action.
The action will be what happens once the SLA rule is met.
Setting up the SLA Action
You can have one or more actions when the SLA rule is met.
You must specify a time interval greater than 0, but the action does not necessarily need to relate to a time period.
For example, if you want to reassign the record when the rule is met to meet SLA, you could define a time interval of 1 second.
If you want to propose a time interval, as 24 hours have passed since the lead was first assigned, that time interval section can control this.
The supported actions are:
- Send Slack notification to assignee - This notifies the initial assignee to provide a reminder that something needs attention.
- Send email reminder to assignee - Same as above but with email
- Reassign record - Reassign to the same route/team that the router is attributed to
- Update field on record - Useful for making changes to status, internal SLA fields, ownership, or validation checks in Salesforce.