Configure response, resolution and staff promises

Choose what completion means

Open panel.bow.chat → Groups Monitoring or Group SLAs, select the inbox and open SLA settings.

First response only: the first recognized staff response completes the request. Resolution SLA Off is expected for this policy.

Response + resolution: the first staff reply stops the response timer. The request stays open until a configured completion rule is recognized or an administrator uses Resolve. Set both timers and clear resolution keywords.

Watch only: observe activity without sending SLA notifications.

Click Save this group and verify the saved state. For bulk Policy & timing changes, review the policy and exact group count. Choosing First response only intentionally turns resolution tracking off for those groups.

Resolution keywords

Use short, specific completion wording your staff actually send, such as resolved. A keyword can match inside a staff message: this is resolved now can match resolved. Avoid ambiguous wording that your team also uses before a job is finished.

Keywords belong to each group. To apply them to several groups, use the Resolution keywords bulk card, normally with Add to existing. Replace all removes keywords outside the replacement list. Applying resolution keywords also enables Response + resolution for the confirmed groups unless you explicitly choose another policy in the same change.

Staff promises

A promise moves the resolution deadline when promise overrides are on and the group uses Response + resolution. It does not move the first-response deadline.

1. In the settings area, open Change a setting on monitored groups → Promise phrases.
2. Turn on Promises on. Keep a short set of trigger prefixes such as will revert in, revert in, will revert by and revert by.
3. Check the timezone and cutoff times. Choose whether to add phrases, replace them or reset to Bow Chat defaults.
4. Choose the picked groups or All monitored, review the confirmation count and apply.
5. Send a new staff promise with an explicit deadline, such as revert in 30 minutes or revert by 17:00, and check the resolution due time in the request.

Repeat per inbox where needed. Vague wording such as soon is not a clear deadline. For another language, configure the trigger prefix and test a supported time/date format; numeric units such as min, h and d are more reliable than assuming every translated unit word is recognized.

Each phrase list allows up to 50 phrases, 80 characters per phrase and 2,000 characters in total. Do not paste every possible sentence. If a list becomes unwieldy, reset it to the defaults or replace it with a short reviewed list.

Keep the settings distinct

Promise phrases move a resolution deadline. Resolution keywords complete a request. Ignored client phrases prevent small acknowledgements from opening requests; custom ignored phrases match the whole normalized client message. Do not put staff promise wording in ignored client messages.

Changes apply to new messages rather than replaying old ones. Check Staff list roles first if staff promises or replies are not recognized. Review promise outcomes under SLA reports → Staff promise scorecard.