Overview
Detect breach-imminent sessions, alert team leads, and send compliant hold messages with promised windows.
Problem
SLA timers slip during spikes; customers wait without updates and churn.
Solution
Chat Core emits `sla.breach_imminent` events and orchestrates hold messages, escalations, and callbacks via FlowForge tasks.
How it works
Set per-queue SLAs; define breach alerts (Slack/Email); enable hold templates and callback tasks in ActionDesk; all steps land on the session timeline.
Who is this for
Support Operations
Team Leads
Expected outcomes
- Lower breach rate with transparent updates
- Predictable callbacks tracked to completion
Key metrics
SLA breach rate
Baseline
19 %
Target
6 %
Callback completion on time
Baseline
52 %
Target
90 %
Gallery
Downloads & templates
Case studies
Airline retains CSAT during storms
Breach rate halved while keeping customers informed.
Aviation Enterprise EU
Security impact
- Session timers and queue metadata · PII: none
Compliance
- SOC2 (availability & incident response)
Availability & next steps
Team
Business
Enterprise