SM
Sarah Mitchell
Admin
RFA Settings
Configure SLA targets, auto-close behavior, attachment limits, and more. Changes apply instantly.
SLA Configuration
Target first response times by priority
Urgent
Range: 1–24 hours
hours
High
Range: 1–72 hours
hours
Normal
Range: 1–7 days
hours
Low
Range: 1–14 days
hours
Send email when SLA is breached
Notifies assigned admin (or all admins if unassigned)
Auto-Close
Automatically close resolved RFAs after client inactivity
Auto-close resolved RFAs after
Range: 1–14 days. Client message cancels auto-close.
days
Notify client when auto-closed
Silent in-app notification
Attachments
File upload limits per message
Max attachments per message
Range: 1–10
Max file size
Range: 1–25 MB
MB
Real-Time / Polling
Chat real-time behavior — kill switch if needed
Real-time polling enabled (Kill Switch)
When OFF, chat falls back to manual refresh. Useful to reduce server load.
Polling timeout
Range: 5–60 seconds
seconds
Rate Limiting
Prevent spam and abuse
Messages per minute (per user)
Uploads per minute (per user)
New RFAs per hour (client)
Client Behavior
Client-side limits and archive
Client edit/delete window
How long client can edit own message
min
Archive after
Move closed RFAs to archive view
months
Changes apply immediately — no cache clear needed