The snap-in notifies the configured users via Slack in the specified channel whenever a conversation is nearing breach or has breached the SLA.

Features

• Personalized Notifications
  Automatically tag the conversation owner and configured team members for swift action.
• First Response Monitoring
  Identify issues quickly with a "first-response-breach" tag for conversations that miss the First Response SLA.
• Comprehensive Breach Tracking
  Track ongoing issues with a "second-response-breach" tag, including breach count, for repeated SLA violations.

Installation

1. Install the snap-in.
2. In the Configuration tab, add the Slack channel ID where the notifications are to be sent and select the tag to be added for the first response breach, and add the member emails whom to be notified on the first response breach.
3. Additionally, select tag and member emails for the second response breach.

Connections

Slack agent PAT

• Create a Slack app for your workspace at https://api.Slack.com/apps.
• In App features, Generate agent token in OAuth & Permissions.
• Provide the following roles to the agent: channel:read, groups:read, user.profile:read, users:read, users.read:email,chat:write and usergroups:read.
• Invite the agent to your workspace.
• Save the agent access token as a connection(snap-in secret) in the DevRev app.