Response SLA
A response SLA is the reply time a hotel commits to for a kind of message, with a limit after which a reply counts as late.
How to set one
Write two numbers, not one: a target for the first reply, and a later limit beyond which the reply is late. The gap between them tells a team when to hurry and when it has already missed.
Set them per channel, because a guest on WhatsApp expects a different pace from one who filled in a form, and per property when a group runs a city hotel and a resort side by side. Then count, every week, the share of first replies inside each band.
A target on paper becomes a practice only when someone is told it is about to be missed. Decide who that person is at night.
Where Wizorks shows it
In Settings › Goals & response times you set a target for the first reply and a late-reply limit for the whole account, with exceptions per hotel and per channel. Insights › Performance measures every first reply against them, and a request raised during a stay can carry its own deadline on the Guest services board.