SLA rules
Never miss a response deadline
Response-time targets your team can see: SLA-style rules that flag conversations before they breach, not after.
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Sarah
ElenaResponse time guarantees, enforced automatically.
Response timers
SLA timers
Set response time targets per board (2h for support, 4h for billing) or per tag (1h for VIP, 24h for general). Drag starts the clock when the email arrives and tracks elapsed time automatically.
Auto-escalation
Escalation alerts
Get notified before a deadline is missed, not after. Configure warning thresholds: alert at 75% of SLA time, escalate at 90%. Notifications go to the assignee, their manager, or a Slack channel.
Compliance reports
SLA compliance reports
Track SLA performance across your team. See compliance rates by agent, by board, by tag, and by time period. Identify patterns. Are Monday mornings a problem? Is one tag consistently breaching?
Your shared inbox, accessible from any AI tool.
Connect your inbox to the AI tools your team already uses. Read, reply, assign, and resolve through MCP, the API, or Varley.
Varley Agents
Varley classifies, drafts, and resolves conversations end to end.
MCP Server
47 tools for read + write access from any AI client.
REST API
Boards, columns, cards, tags, and email sequences over REST.
AI Drafts
Reads the thread, drafts a reply in your team's tone.
Auto-classification
Tagged by intent, sentiment, and urgency automatically.
Knowledge base
Answers grounded in your docs, emails, and tools.
Enterprise SLAs
From startup SLAs to enterprise contracts.
Start with internal targets. Scale to contractual obligations.
Even if you don't have formal SLAs with customers, internal response time targets make your team faster and more accountable. Set a 2-hour first-response target for support emails and watch your average drop.
For teams with contractual SLAs, Drag enforces them automatically. VIP customers with a 1-hour SLA get escalation alerts at 45 minutes. Enterprise accounts with a 4-hour resolution target get warnings at 3 hours. No spreadsheet tracking needed.
SLA rules respect business hours. A support email that arrives at 6pm on Friday doesn't start its SLA clock until 9am Monday (if that's your working hours configuration). No false alarms on weekends.
SLA data feeds into card reports and team analytics, giving you a complete picture of your team's performance against targets.
Related features
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