SLA

Endpoint

SLA policy management and breach tracking (supervisor/admin only)

List SLA policies

GET

https://api-chat.bara.my.id

/api/sla-policies

Supervisor or admin only.

List SLA policies › Responses

SLA policies

object[]

id

string · uuid · required

name

string · required

first_response_time_secs

integer · required

resolution_time_secs

integer · required

warning_threshold_pct

integer · required

priority

integer · required

is_active

boolean · required

is_default

boolean · required

created_at

string · date-time · required

updated_at

string · date-time · required

description

string

channel

string

division_id

string · uuid

Create an SLA policy

POST

https://api-chat.bara.my.id

/api/sla-policies

Supervisor or admin only.

Create an SLA policy › Request Body

name

string · minLength: 1 · required

description

string

first_response_time_secs

integer

Default: 300

resolution_time_secs

integer

Default: 3600

warning_threshold_pct

integer

Default: 80

priority

integer

Default: 0

channel

string

division_id

string · uuid

is_default

boolean

Default: false

Create an SLA policy › Responses

SLA policy created

id

string · uuid · required

name

string · required

first_response_time_secs

integer · required

resolution_time_secs

integer · required

warning_threshold_pct

integer · required

priority

integer · required

is_active

boolean · required

is_default

boolean · required

created_at

string · date-time · required

updated_at

string · date-time · required

description

string

channel

string

division_id

string · uuid

POST/api/sla-policies

curl --request POST \
  --url https://api-chat.bara.my.id/api/sla-policies \
  --header 'Content-Type: application/json' \
  --data '
{
  "name": "name",
  "description": "description",
  "first_response_time_secs": 300,
  "resolution_time_secs": 3600,
  "warning_threshold_pct": 80,
  "priority": 0,
  "channel": "channel",
  "division_id": "00000000-0000-0000-0000-000000000000",
  "is_default": false
}
'

shell

Example Request Body

{
  "name": "name",
  "description": "description",
  "first_response_time_secs": 300,
  "resolution_time_secs": 3600,
  "warning_threshold_pct": 80,
  "priority": 0,
  "channel": "channel",
  "division_id": "00000000-0000-0000-0000-000000000000",
  "is_default": false
}

json

Example Responses

{
  "id": "00000000-0000-0000-0000-000000000000",
  "name": "name",
  "description": "description",
  "first_response_time_secs": 0,
  "resolution_time_secs": 0,
  "warning_threshold_pct": 0,
  "priority": 0,
  "channel": "channel",
  "division_id": "00000000-0000-0000-0000-000000000000",
  "is_active": true,
  "is_default": true,
  "created_at": "2024-08-25T15:00:00Z",
  "updated_at": "2024-08-25T15:00:00Z"
}

json

application/json

Delete an SLA policy

DELETE

https://api-chat.bara.my.id

/api/sla-policies/{id}

Supervisor or admin only. Cannot delete the default policy.

Delete an SLA policy › path Parameters

id

string · uuid · required

Delete an SLA policy › Responses

Policy deleted

message

string

id

string · uuid

Update an SLA policy

PATCH

https://api-chat.bara.my.id

/api/sla-policies/{id}

Supervisor or admin only.

Update an SLA policy › path Parameters

id

string · uuid · required

Update an SLA policy › Request Body

name

string

description

string

first_response_time_secs

integer

resolution_time_secs

integer

warning_threshold_pct

integer

priority

integer

channel

string

division_id

string · uuid

is_active

boolean

is_default

boolean

Update an SLA policy › Responses

SLA policy updated

id

string · uuid · required

name

string · required

first_response_time_secs

integer · required

resolution_time_secs

integer · required

warning_threshold_pct

integer · required

priority

integer · required

is_active

boolean · required

is_default

boolean · required

created_at

string · date-time · required

updated_at

string · date-time · required

description

string

channel

string

division_id

string · uuid

PATCH/api/sla-policies/{id}

curl --request PATCH \
  --url https://api-chat.bara.my.id/api/sla-policies/:id \
  --header 'Content-Type: application/json' \
  --data '
{
  "name": "name",
  "description": "description",
  "first_response_time_secs": 0,
  "resolution_time_secs": 0,
  "warning_threshold_pct": 0,
  "priority": 0,
  "channel": "channel",
  "division_id": "00000000-0000-0000-0000-000000000000",
  "is_active": true,
  "is_default": true
}
'

shell

Example Request Body

{
  "name": "name",
  "description": "description",
  "first_response_time_secs": 0,
  "resolution_time_secs": 0,
  "warning_threshold_pct": 0,
  "priority": 0,
  "channel": "channel",
  "division_id": "00000000-0000-0000-0000-000000000000",
  "is_active": true,
  "is_default": true
}

json

Example Responses

{
  "id": "00000000-0000-0000-0000-000000000000",
  "name": "name",
  "description": "description",
  "first_response_time_secs": 0,
  "resolution_time_secs": 0,
  "warning_threshold_pct": 0,
  "priority": 0,
  "channel": "channel",
  "division_id": "00000000-0000-0000-0000-000000000000",
  "is_active": true,
  "is_default": true,
  "created_at": "2024-08-25T15:00:00Z",
  "updated_at": "2024-08-25T15:00:00Z"
}

json

application/json

List SLA breaches for a policy

GET

https://api-chat.bara.my.id

/api/sla-policies/{id}/breaches

Supervisor or admin only. Returns up to 100 breaches, newest first.

List SLA breaches for a policy › path Parameters

id

string · uuid · required

List SLA breaches for a policy › Responses

Breach logs

object[]

id

string · uuid · required

conversation_id

string · uuid · required

sla_policy_id

string · uuid · required

breach_type

string · enum · required

Enum values:

first_response

resolution

threshold_secs

integer · required

actual_secs

integer · required

breached_at

string · date-time · required

Get SLA status for a conversation

GET

https://api-chat.bara.my.id

/api/conversations/{id}/sla

Returns the matching SLA policy status (FRT and resolution timers) or null.

Get SLA status for a conversation › path Parameters

id

string · uuid · required

Get SLA status for a conversation › Responses

200

SLA status (or null if no matching policy)

conversation_id

string · uuid

policy_id

string · uuid

policy_name

string

frt_status

string · enum

Enum values:

warning

breached

frt_elapsed_secs

integer

frt_threshold_secs

integer

resolution_status

string · enum

Enum values:

warning

breached

resolution_elapsed_secs

integer

resolution_threshold_secs

integer

CSAT Outgoing Webhooks