Create SLA policy

POST/omnichannel/sla-policies

Creates an SLA policy that defines first-response, escalation, and resolution time targets in minutes. Conditions restrict which conversations the policy applies to. Conversations routed through a channel profile inherit the applicable SLA policy.

Request

Request body

Content type application/json (required).

Field	Type	Required	Description
name	string	Yes	Human-readable SLA policy name. Max length: 180
first_response_minutes	integer	No	Maximum minutes allowed before the first agent response. Default: 60 · Minimum: 1
resolution_minutes	integer	No	Maximum minutes allowed for full conversation resolution. Default: 1440 · Minimum: 1
escalation_minutes	integer	No	Minutes after first_response_minutes before auto-escalation triggers. Default: 30 · Minimum: 1
is_active	boolean	No	Default: true
conditions_json	string	No	JSON array of conditions restricting which conversations this policy applies to.

Example

{
  "name": "Standard Email SLA",
  "first_response_minutes": 60,
  "resolution_minutes": 1440,
  "escalation_minutes": 30,
  "is_active": true,
  "conditions_json": "[{\"field\":\"channel\",\"op\":\"eq\",\"value\":\"email\"}]"
}

Responses

201 SLA policy created

422 Validation failed — all minute values must be >= 1

Example request

curl -X POST "https://{tenant}.faciotech.net/api/v1/omnichannel/sla-policies" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -d '{"name": "Standard Email SLA", "first_response_minutes": 60, "resolution_minutes": 1440, "escalation_minutes": 30, "is_active": true, "conditions_json": "[{\"field\":\"channel\",\"op\":\"eq\",\"value\":\"email\"}]"}'