An SLA policy is a promise about how quickly you will reply. Talvo measures the real thing rather than asking you to track it.
What is measured
Talvo records the first response time: the gap between the customer's opening message and the first reply from a human on your team. It is stamped once, on the first human reply — later replies do not overwrite it.
Setting targets
Targets are set per priority in Settings → Inbox, in minutes. A typical shape is a tight target for urgent work and a longer one for routine questions.
Shown with our demo workspace.
The states you will see
- On track — inside the target.
- Due soon — approaching the target.
- Breached — the target passed without a human reply.
- Met — replied inside the target.
- None — no target applies.
Conversations approaching or past their target are badged in the inbox list, so the queue itself tells you what to pick up next.
AI replies and the clock
The clock measures a human first response. An AI answer does not stop it — if the agent resolves the conversation outright, no human response was needed and no target is at stake; if it hands off, the clock is still running and the badge tells your team so.
Business hours
Set your working hours and timezone in Settings → Inbox alongside your away message, so a question arriving overnight is treated sensibly rather than counted as an instant failure.