What SLA means
SLA settings define how quickly new contacts or leads should receive first touch and how long follow-up can go stale before alerting someone.
Recommended rules
- New inbound record: first touch within 5 minutes when staffed.
- Hot opportunity: follow-up within 1 business day.
- Open deal: manager alert after 3-7 days with no next step.
- After-hours: overnight coordinator queues drafts for morning review.