SLA for shared inboxes

Gmelius Updated by Gmelius

SLAs (Service Level Agreement) are very common especially in the travel and logistics industries, to provide top-notch service to customers. Even if your team does not have formalised SLAs with clients, Gmelius Rules can help you improve response times as an internal goal.

There are two ways you can create an SLA (Service-Level Agreement) alert for a shared inbox:

1. Create an SLA with a shared label

If you would like to keep a record of the emails that were not responded in a shared inbox, see these emails in your regular inbox or be notified on Slack on any SLA breach.

First make sure to create a shared label, e.g. "SLA Breach" and share it with at least the same members as your shared inbox. Then:

  1. Create a rule for your shared inbox and name it as you want
  2. Leave it "For Each New Conversation".
You might want to have an alert upon specific conditions, e.g. when an email comes from a specific client, domain, subject line, etc. In this case, you can edit the "IF" field.

For any help on how to create a rule from scratch, you can always refer to our help centre step-by-step article
  1. Then you select "After" and choose the time after which the shared label will be applied if the emails are not replied in the shared inbox
  2. Choose the action "Add label" and select the shared label you created.

You will then see the shared label before the subject line of the email

You can increase the visibility of this shared label by connecting it with a Slack channel and have this label as a section in your regular inbox.
2. Create an SLA with a Tag

If you only need to have a visual alert when an email has not been responded:

  1. Create a Tag, e.g. "SLA Breach" and colour it.
  2. Follow the same steps as for the shared label but in step 4 choose the action "Add tag" and select the tag you created.

How did we do?

Set-up an auto responder

Assign in a round-robin

Contact