Statuses, Service Types, and SLA Targets

Statuses and service types define how work moves through Cloudflow.

Statuses

Statuses represent the visible stages of work. They can have names, colors, notification behavior, required notes, question templates, and workflow placement.

Service Types

Service types describe categories of work. They can define icons, durations, required file categories, contact roles, workflow status order, and advanced workflow graphs.

SLA Targets

SLA targets help measure whether services are moving through key transitions on time. Use SLA presets as a starting point, then tune triggers, target durations, and terminal statuses to match the actual operation.

Appointment SLAs also guide scheduling. In Dispatch and the customer scheduling portal, times can be limited to after the minimum wait and before the appointment deadline of the matching SLA target. These two options can be turned off in the scheduling rules without affecting SLA tracking. A service that breaches an SLA can trigger automations such as alerts, emails, or tasks.

Recommended Pattern

1. Create statuses first.
2. Create service types and assign default durations.
3. Configure workflow order per service type.
4. Add SLA targets only after the status flow is stable.
5. Test a service through the full workflow before training the team.