Introduction

wolkvox Manager includes a new configuration that allows enabling visual SLA response alerts for chat conversations managed by agents.

When this feature is activated, the system displays a traffic light with a timer in the conversation tray of wolkvox Agent. This indicator allows agents to quickly recognize how long a chat has been unattended and helps prioritize conversations that require a more urgent response.

The alerts use three visual states:

• Green: from 0 to 2 minutes.
• Yellow: from 2 to 5 minutes.
• Red: more than 5 minutes.

This configuration is done globally from the Web Chat section and is automatically reflected in the agents' inbox.

How to Activate SLA Response Alerts

1. Log in to wolkvox Manager. Click on the "Configuration" button, identified by the gear icon in the top right corner.
2. Go to the "Omni Channel" tab.
3. Select the "Web Chat" sub-tab.
4. In the top right corner of this section, click on the button with the vertical three-dot icon to open the general chat configuration.

• Scroll down within the window until you find the "SLA RESPONSE ALERTS" section.
• Toggle the corresponding switch. Once enabled, the system will display the visual traffic light in the wolkvox Agent inbox.
• Click on "Save" to save the configuration.

Once the change is saved, agents will be able to see the time and color labels next to active conversations.