Update SLA policy

PUT/omnichannel/sla-policies/{id}

Updates time targets or conditions on an existing SLA policy. Changes apply to new conversations only; in-flight SLA clocks are not retroactively adjusted.

Request

Path parameters

Name	Type	Required	Description
id	integer	Yes	The numeric ID of the SLA policy to update.

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 (updated)",
  "first_response_minutes": 45,
  "resolution_minutes": 1200,
  "is_active": true
}

Responses

200 SLA policy updated

404 SLA policy not found

Example request

curl -X PUT "https://{tenant}.faciotech.net/api/v1/omnichannel/sla-policies/{id}" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -d '{"name": "Standard Email SLA (updated)", "first_response_minutes": 45, "resolution_minutes": 1200, "is_active": true}'