Make follow-through automatic: response time rules
Decide how fast your team responds when something needs attention — then let the system enforce the promise with escalation, not memory.
What you’ll achieve
Written response promises with teeth: warnings and follow-ups that escalate before they go stale, and a breach monitor that shows you where the promise is slipping.
Why this matters
Every team believes it follows up fast; the record usually disagrees. Deals rarely die from a bad answer — they die from a slow one. Rules with escalation make speed a system property instead of a personality trait.
Before you start
- Admin access. A preset may already be applied from onboarding’s “Response promises” step.
The steps
- 1
Open the rules
Go to Admin → Policies & playbook → Service levels (SLA). If you picked a preset during onboarding, it is live here — now is the time to make it match reality.
- 2
Set promises you can keep
Define response targets per severity and scope. Aspirational rules that breach daily train everyone to ignore the alarm; honest rules that escalate rarely — and mean it — change behaviour.
- 3
Decide what escalation looks like
A breached promise should get louder, not older: route it up to a manager or into the owner’s queue. The point is that silence is never the default outcome.
- 4
Watch the promise, not just the breaches
Add the SLA Breach Monitor widget to your dashboard, and use the “SLA breached” chip in Early Warning as a standing filter. Review breaches weekly — each one is either a staffing signal or a rule that needs honesty.
You’re done when
- Rules exist for your main severities and scopes — and your team knows them.
- A breached case visibly escalates instead of quietly aging.
Do it in your own workspace
Use this guide in an approved private-beta workspace after connecting a supported source; availability and setup depend on your data and configuration.
Private beta access is invite-only and requires approval.