A valid request URL is required to generate request examples{
"configured": true,
"timezone": "<string>",
"business_hours": {},
"targets": {}
}{
"error": {
"code": "forbidden",
"message": "your role does not allow this action"
}
}{
"error": {
"code": "forbidden",
"message": "your role does not allow this action"
}
}{
"error": {
"code": "forbidden",
"message": "your role does not allow this action"
}
}Update the SLA policy
Requires support:write. Partial: an absent field keeps the stored value (or the default, on a first save), and the resolved whole is validated before anything is written — an empty business-hours week is refused, because an SLA that can never breach is an SLA silently off. Targets are minutes of BUSINESS time per priority; a priority absent carries no SLA, and a zero target disables that clock alone. The new policy reaches conversations as they transition; running clocks keep the deadline they were projected under.
A valid request URL is required to generate request examples{
"configured": true,
"timezone": "<string>",
"business_hours": {},
"targets": {}
}{
"error": {
"code": "forbidden",
"message": "your role does not allow this action"
}
}{
"error": {
"code": "forbidden",
"message": "your role does not allow this action"
}
}{
"error": {
"code": "forbidden",
"message": "your role does not allow this action"
}
}Authorizations
A staff session token, uk_st_…. Minted by sign-up, sign-in or the two-factor exchange. Only a 401 means it is spent; not_a_member (403) is about the organization named in X-Organization-Id and leaves the token good for the others.
Headers
The organization the caller is acting on — the org_… code that appears in the panel URL. It identifies; the membership JOIN is what authorizes, so a forged code reads nothing: the answer is not_a_member (403), which does not mean the session is over. Absent, the session's default organization answers, or — if that membership was revoked while the session was open — any other one the caller still holds.
Body
IANA zone name the business hours are read in, e.g. America/Sao_Paulo.
Weekday keys (mon..sun) to lists of {start, end} windows in HH:MM; a day absent is a day closed.
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Priority keys (low, normal, high, urgent) to targets in business minutes.
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Response
The stored policy.
The team's promise about waiting, as data: business hours in the policy's own timezone, targets in business minutes per priority. One policy per organization. Deadlines are projected onto conversations at their transitions; pending and snoozed pause the clock and reopening resumes what was left.
False means no policy is stored and no clocks run — the other fields are then the defaults offered as a starting point, never a policy in effect.
IANA zone name, e.g. America/Sao_Paulo.
Weekday keys (mon..sun) to lists of {start, end} windows in HH:MM; a day absent is a day closed.
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Show child attributes
Priority keys to targets in business minutes. A priority absent carries no SLA; a zero target disables that clock alone.
Show child attributes
Show child attributes