Green dashboards lie when "first response" counts an auto-reply. Define SLAs that match buyer urgency and staffing.
Vanity vs useful
An auto-reply in three seconds is not a human first response. Separate bot acknowledgment from agent ownership.
SLAs that fit retail WhatsApp
- Pre-sale — fast answers during ads spikes.
- Post-sale tracking — same-day clarity beats instant fluff.
- Payment / COD — minutes matter.
Staff to the peaks
Set targets by hour-of-day, not a flat 24/7 fantasy. After-hours automation should set expectations, not fake an SLA.
What to watch in Connectora
Owned first response, median handle time, reopen rate. Ignore "messages sent" as a success metric.
Honest SLAs protect agents and buyers. Wire them into your Connectora Sync inbox before you hire the next person.