MoraselWhatsApp SLA tracking for first response and resolution
First response and resolution are measured against your configured business hours, with a breach flag the moment either one runs out — so a slow reply stops being invisible.
Discover
Convert
Order
Fulfil
Support
Retain
Feedback
What breaks without an SLA clock on WhatsApp
A shared inbox tells you a ticket is open. It doesn't tell you it's late. Without a clock tied to business hours, a slow reply is invisible until a customer complains about it.
- A message sent at 6pm sits until morning, and no one can say whether that's on time or already late
- A support lead has no way to know which tickets are close to breaching until a customer escalates
- First response and resolution get judged by feel, not by a number anyone agreed to
- A message that arrives after hours gets no reply at all until someone happens to open the inbox
What the SLA record holds
One SLA record per ticket, measured against the business hours your team configures.
- First-response target
- The time allowed from a message arriving to the first reply, counted in business hours.
- Resolution target
- The time allowed from the ticket opening to it being closed, counted in business hours.
- Business hours
- The hours and days your team configures as working time; the clock pauses outside them.
- Breach flag
- Set automatically the moment a target is missed, visible on the ticket and in reporting.
- Elapsed / remaining
- The running clock on the open ticket, so a support lead sees what's close to breaching before it does.
What happens from message to measured reply
The same clock runs for every ticket, whether it's answered on time or not.
A message arrives
The first-response clock starts against your configured business hours.
Outside business hours, an acknowledgement goes out
An after-hours template lets the customer know the message was received, and the ticket stays owned for the next shift.
The agent replies, or the target is missed
A reply inside the target closes the first-response clock; missing it sets the breach flag.
Resolution is measured the same way
The ticket's resolution clock runs against its own target until the ticket is closed.
The record feeds reporting
Response time, resolution time, and breaches roll into support analytics by topic and agent.
What a customer sees, on time or after hours
The customer sees one thread; the SLA clock runs behind it, not inside it.
What the team sees
The clock is visible to the team, not just to reporting after the fact.
- A ticket queue showing elapsed and remaining time to the first-response and resolution targets, so a support lead can see what's close to breaching
- Business hours configured once per team, so the clock pauses correctly outside them
- A breach flag on any ticket that missed its target, visible on the ticket and in reporting
- After-hours messages get an acknowledgement template automatically, and stay owned for the next shift to pick up
- Support analytics — response time, resolution time, and breach rate by topic and agent — built from the same ticket history
What this does not do
A first-response SLA is a measurement, not a promise about what a fast reply does for the business — it does not predict retention or satisfaction. A person still writes and sends every reply; nothing here resolves a ticket automatically.
Put a clock on first response and resolution
Start free and measure every WhatsApp ticket against business hours, with a breach flag the moment either target is missed.
WhatsApp SLA tracking questions
How is the first-response target measured?
Against your configured business hours — the clock counts working time only, from the message arriving to the first reply.
What happens to the SLA clock outside business hours?
It pauses. A message that arrives after hours gets an acknowledgement template, and the ticket stays owned for the next shift.
What does a breach flag mean?
A target — first response or resolution — was missed. It's set automatically and shows on the ticket and in reporting.
Are first-response and resolution the same target?
No — each has its own target and its own clock, both measured against business hours.
Can I see which tickets are close to breaching?
Yes — the ticket queue shows elapsed and remaining time toward both targets, not just whether a ticket is open.
Does SLA tracking cost extra?
No — it is part of the plan, not an add-on. SLA tracking runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.