SLA
A service level agreement — a target response or resolution time for customer conversations, tracked with alerts when a conversation is at risk of breaching it.
One term from the WhatsApp Business Platform glossary. Last updated 2026-07-25.
The two SLAs that matter most on WhatsApp are first response and resolution. First response is especially consequential here, because the 24-hour service window means a slow reply can turn a free session message into a paid template re-engagement.
SLA timers are only useful with alerting attached. A breach report at the end of the month tells you what went wrong; an alert before the breach lets someone prevent it.
Related terms
- Shared inbox
- One WhatsApp inbox worked by a whole team, with assignment so each conversation has a clear owner and presence indicators so two agents do not answer the same customer.
- CSAT
- Customer satisfaction score — a short survey sent after a conversation is resolved, asking the customer to rate the interaction.
- Customer service window
- The 24-hour window that opens when a customer messages your business. Replies you send inside it are free-form rather than templates — free until 1 October 2026, and charged per message after that.
See SLA in a real workspace
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