SLA policies

First response, first call, first site visit, time in stage and overdue tasks on business-hours clocks, with the escalation ladder and the SLA dashboard.

GET/v1/reports/sla

SLA dashboard

Per policy for the range: on the clock, met on time, met late, breached and still open; breaches by member and team; what is at risk and breached right now. Within the caller’s report scope.

Access: API key with reports:read, or a member session. Permission reports.view.

Parameters

rangequery: "today" | "yesterday" | "7d" | "30d" | "90d" | "week" | …
A preset on the company calendar (default 30d; `all` = from the company’s first day with data); from / to win over it.
fromquery: LocalDate
Calendar date YYYY-MM-DD in the company time zone.
toquery: LocalDate
Calendar date YYYY-MM-DD in the company time zone.
scopequery: "team" | "me" | "member"
`team`: everyone your report scope reaches; `me`: your own; `member`: one member of your scope (with `member_id`; outside your scope → 404). Without it: your whole report scope.
member_idquery: Id
The member of `scope=member`.

Response · 200

datarequired: SlaDashboard
metarequired: object

Request

curl -X GET 'https://api.propzolo.com/v1/reports/sla' \
  -H 'Authorization: Bearer pz_live_…'

Response example

{
  "data": {
    "range": {
      "from": "2026-10-06T05:30:00.000Z",
      "to": "2026-10-06T05:30:00.000Z",
      "from_day": "2026-10-06",
      "to_day": "2026-10-06",
      "days": 0
    },
    "truncated": true,
    "totals": {
      "started": 0,
      "met": 0,
      "met_late": 0,
      "breached_open": 0,
      "at_risk_now": 0,
      "on_time_pct": 0
    },
    "policies": [
      {
        "id": "string",
        "key": "string",
        "name": "string",
        "metric": "first_response",
        "metric_label": "string",
        "target_label": "string",
        "enabled": true,
        "started": 0,
        "met": 0,
        "met_late": 0,
        "breached_open": 0,
        "at_risk_now": 0,
        "on_time_pct": 0
      }
    ],
    "by_member": [
      {
        "id": "cmusrceel0000q7kaafxqi1om",
        "name": "string",
        "breaches": 0,
        "met_late": 0,
        "breached_open": 0
      }
    ],
    "by_team": [
      {
        "id": "cmusrceel0000q7kaafxqi1om",
        "name": "string",
        "breaches": 0,
        "met_late": 0,
        "breached_open": 0
      }
    ],
    "at_risk": [
      {
        "policy": {
          "id": "string",
          "name": "string",
          "metric": "first_response"
        },
        "record": {
          "type": "string",
          "id": "cmusrceel0000q7kaafxqi1om",
          "label": "string",
          "link": "string"
        },
        "owner": {
          "id": "cmusrceel0000q7kaafxqi1om",
          "name": "string"
        },
        "due_at": "2026-10-06T05:30:00.000Z",
        "minutes": 0
      }
    ],
    "breached": [
      {
        "policy": {
          "id": "string",
          "name": "string",
          "metric": "first_response"
        },
        "record": {
          "type": "string",
          "id": "cmusrceel0000q7kaafxqi1om",
          "label": "string",
          "link": "string"
        },
        "owner": {
          "id": "cmusrceel0000q7kaafxqi1om",
          "name": "string"
        },
        "due_at": "2026-10-06T05:30:00.000Z",
        "minutes": 0
      }
    ]
  },
  "meta": {}
}

Errors

401 No valid session or API key (missing, expired or revoked).
403 The caller lacks the permission, API-key scope or support grant this operation needs.
422 Invalid input; `error.fields` maps field paths to messages.
429 Too many requests; retry after the Retry-After header.
500 Unexpected error; quote `error.request_id` to support.

GET/v1/settings/sla-policies

SLA policies

The first-response SLA first, then the company’s policies, each with what is on the clock right now.

Access: Signed-in members only (web or Android session) — not for API keys. Permission settings.lead_routing or settings.view.

Response · 200

datarequired: array of SlaPolicy
metarequired: object

Request

curl -X GET 'https://api.propzolo.com/v1/settings/sla-policies' \
  -H 'Authorization: Bearer pz_live_…'

Response example

{
  "data": [
    {
      "id": "string",
      "key": "string",
      "name": "string",
      "metric": "first_response",
      "metric_label": "string",
      "enabled": true,
      "target_minutes": 0,
      "clock": "business",
      "scope": {
        "entity": "lead",
        "pipeline_ids": [
          "cmusrceel0000q7kaafxqi1om"
        ],
        "status_keys": [
          "string"
        ],
        "deal_stages": [
          "negotiation"
        ],
        "deal_types": [
          "sale"
        ],
        "lead_types": [
          "buy"
        ],
        "source_ids": [
          "cmusrceel0000q7kaafxqi1om"
        ],
        "task_types": [
          "string"
        ]
      },
      "ladder": {
        "at_risk_percent": 10,
        "notify_owner": true,
        "breach_notify": "team_lead",
        "after_breach_minutes": 1,
        "after_breach_action": "none",
        "repeat_threshold": 2,
        "repeat_window_days": 1
      },
      "settings": {},
      "system": true,
      "updated_at": "2026-10-06T05:30:00.000Z",
      "live": {
        "running": 0,
        "at_risk": 0,
        "breached": 0
      }
    }
  ],
  "meta": {}
}

Errors

401 No valid session or API key (missing, expired or revoked).
403 The caller lacks the permission, API-key scope or support grant this operation needs.
429 Too many requests; retry after the Retry-After header.
500 Unexpected error; quote `error.request_id` to support.

POST/v1/settings/sla-policies

Add an SLA policy

Access: Signed-in members only (web or Android session) — not for API keys. Permission settings.lead_routing.

Request body

namerequired: string
metricrequired: "first_call" | "first_visit" | "stage_dwell" | "task_overdue"
enabled: boolean
target_minutesrequired: integer
clock: "business" | "calendar"
scope: object
scope.entity: "lead" | "deal"
scope.pipeline_ids: array of Id
Opaque record id.
scope.status_keys: array of string
scope.deal_stages: array of "negotiation" | "token" | "agreement" | "registration"
scope.deal_types: array of "sale" | "rent" | "lease"
scope.lead_types: array of "buy" | "rent" | "sell" | "let_out" | "invest"
scope.source_ids: array of Id
Opaque record id.
scope.task_types: array of string
ladder: object
ladder.at_risk_percent: integer
ladder.notify_owner: boolean
ladder.breach_notify: "team_lead" | "manager" | "owner"
ladder.after_breach_minutes: integer or null
ladder.after_breach_action: "none" | "notify" | "reassign" | "pool"
ladder.repeat_threshold: integer or null
ladder.repeat_window_days: integer

Response · 201

datarequired: SlaPolicy
metarequired: object

Request

curl -X POST 'https://api.propzolo.com/v1/settings/sla-policies' \
  -H 'Authorization: Bearer pz_live_…' \
  -H 'Content-Type: application/json' \
  -d '{"name":"string","metric":"first_call","enabled":true,"target_minutes":1,"clock":"business","scope":{"entity":"lead","pipeline_ids":["cmusrceel0000q7kaafxqi1om"],"status_keys":["string"],"deal_stages":["negotiation"],"deal_types":["sale"],"lead_types":["buy"],"source_ids":["cmusrceel0000q7kaafxqi1om"],"task_types":["string"]},"ladder":{"at_risk_percent":10,"notify_owner":true,"breach_notify":"team_lead","after_breach_minutes":1,"after_breach_action":"none","repeat_threshold":2,"repeat_window_days":1}}'

Response example

{
  "data": {
    "id": "string",
    "key": "string",
    "name": "string",
    "metric": "first_response",
    "metric_label": "string",
    "enabled": true,
    "target_minutes": 0,
    "clock": "business",
    "scope": {
      "entity": "lead",
      "pipeline_ids": [
        "cmusrceel0000q7kaafxqi1om"
      ],
      "status_keys": [
        "string"
      ],
      "deal_stages": [
        "negotiation"
      ],
      "deal_types": [
        "sale"
      ],
      "lead_types": [
        "buy"
      ],
      "source_ids": [
        "cmusrceel0000q7kaafxqi1om"
      ],
      "task_types": [
        "string"
      ]
    },
    "ladder": {
      "at_risk_percent": 10,
      "notify_owner": true,
      "breach_notify": "team_lead",
      "after_breach_minutes": 1,
      "after_breach_action": "none",
      "repeat_threshold": 2,
      "repeat_window_days": 1
    },
    "settings": {},
    "system": true,
    "updated_at": "2026-10-06T05:30:00.000Z",
    "live": {
      "running": 0,
      "at_risk": 0,
      "breached": 0
    }
  },
  "meta": {}
}

Errors

401 No valid session or API key (missing, expired or revoked).
403 The caller lacks the permission, API-key scope or support grant this operation needs.
409 A unique value already exists, a concurrent change won, or the Idempotency-Key is still in use or was sent with a different request.
422 Invalid input; `error.fields` maps field paths to messages.
429 Too many requests; retry after the Retry-After header.
500 Unexpected error; quote `error.request_id` to support.

PATCH/v1/settings/sla-policies/{id}

Change an SLA policy

`first_response` names the E3 first-response SLA (its scope and name are fixed). Running clocks keep their target.

Access: Signed-in members only (web or Android session) — not for API keys. Permission settings.lead_routing.

Parameters

idpathrequired: string

Request body

name: string
enabled: boolean
target_minutes: integer or null
clock: "business" | "calendar"
scope: object
scope.entity: "lead" | "deal"
scope.pipeline_ids: array of Id
Opaque record id.
scope.status_keys: array of string
scope.deal_stages: array of "negotiation" | "token" | "agreement" | "registration"
scope.deal_types: array of "sale" | "rent" | "lease"
scope.lead_types: array of "buy" | "rent" | "sell" | "let_out" | "invest"
scope.source_ids: array of Id
Opaque record id.
scope.task_types: array of string
ladder: object
ladder.at_risk_percent: integer
ladder.notify_owner: boolean
ladder.breach_notify: "team_lead" | "manager" | "owner"
ladder.after_breach_minutes: integer or null
ladder.after_breach_action: "none" | "notify" | "reassign" | "pool"
ladder.repeat_threshold: integer or null
ladder.repeat_window_days: integer
settings: object
settings.digest_enabled: boolean
settings.digest_time: string

Response · 200

datarequired: SlaPolicy
metarequired: object

Request

curl -X PATCH 'https://api.propzolo.com/v1/settings/sla-policies/{id}' \
  -H 'Authorization: Bearer pz_live_…' \
  -H 'Content-Type: application/json' \
  -d '{"name":"string","enabled":true,"target_minutes":1,"clock":"business","scope":{"entity":"lead","pipeline_ids":["cmusrceel0000q7kaafxqi1om"],"status_keys":["string"],"deal_stages":["negotiation"],"deal_types":["sale"],"lead_types":["buy"],"source_ids":["cmusrceel0000q7kaafxqi1om"],"task_types":["string"]},"ladder":{"at_risk_percent":10,"notify_owner":true,"breach_notify":"team_lead","after_breach_minutes":1,"after_breach_action":"none","repeat_threshold":2,"repeat_window_days":1},"settings":{"digest_enabled":true,"digest_time":"string"}}'

Response example

{
  "data": {
    "id": "string",
    "key": "string",
    "name": "string",
    "metric": "first_response",
    "metric_label": "string",
    "enabled": true,
    "target_minutes": 0,
    "clock": "business",
    "scope": {
      "entity": "lead",
      "pipeline_ids": [
        "cmusrceel0000q7kaafxqi1om"
      ],
      "status_keys": [
        "string"
      ],
      "deal_stages": [
        "negotiation"
      ],
      "deal_types": [
        "sale"
      ],
      "lead_types": [
        "buy"
      ],
      "source_ids": [
        "cmusrceel0000q7kaafxqi1om"
      ],
      "task_types": [
        "string"
      ]
    },
    "ladder": {
      "at_risk_percent": 10,
      "notify_owner": true,
      "breach_notify": "team_lead",
      "after_breach_minutes": 1,
      "after_breach_action": "none",
      "repeat_threshold": 2,
      "repeat_window_days": 1
    },
    "settings": {},
    "system": true,
    "updated_at": "2026-10-06T05:30:00.000Z",
    "live": {
      "running": 0,
      "at_risk": 0,
      "breached": 0
    }
  },
  "meta": {}
}

Errors

401 No valid session or API key (missing, expired or revoked).
403 The caller lacks the permission, API-key scope or support grant this operation needs.
404 Not found — records of another company are reported the same way.
409 A unique value already exists, a concurrent change won, or the Idempotency-Key is still in use or was sent with a different request.
422 Invalid input; `error.fields` maps field paths to messages.
429 Too many requests; retry after the Retry-After header.
500 Unexpected error; quote `error.request_id` to support.

DELETE/v1/settings/sla-policies/{id}

Delete an SLA policy

With its clocks. The first-response SLA is switched off instead.

Access: Signed-in members only (web or Android session) — not for API keys. Permission settings.lead_routing.

Parameters

idpathrequired: Id
Opaque record id.

Response · 200

datarequired: object
data.idrequired: Id
Opaque record id.
data.deletedrequired: true
metarequired: object

Request

curl -X DELETE 'https://api.propzolo.com/v1/settings/sla-policies/{id}' \
  -H 'Authorization: Bearer pz_live_…'

Response example

{
  "data": {
    "id": "cmusrceel0000q7kaafxqi1om",
    "deleted": true
  },
  "meta": {}
}

Errors

401 No valid session or API key (missing, expired or revoked).
403 The caller lacks the permission, API-key scope or support grant this operation needs.
404 Not found — records of another company are reported the same way.
422 Invalid input; `error.fields` maps field paths to messages.
429 Too many requests; retry after the Retry-After header.
500 Unexpected error; quote `error.request_id` to support.

{ "data": { "range": { "from": "2026-10-06T05:30:00.000Z", "to": "2026-10-06T05:30:00.000Z", "from_day": "2026-10-06", "to_day": "2026-10-06", "days": 0 }, "truncated": true, "totals": { "started": 0, "met": 0, "met_late": 0, "breached_open": 0, "at_risk_now": 0, "on_time_pct": 0 }, "policies": [ { "id": "string", "key": "string", "name": "string", "metric": "first_response", "metric_label": "string", "target_label": "string", "enabled": true, "started": 0, "met": 0, "met_late": 0, "breached_open": 0, "at_risk_now": 0, "on_time_pct": 0 } ], "by_member": [ { "id": "cmusrceel0000q7kaafxqi1om", "name": "string", "breaches": 0, "met_late": 0, "breached_open": 0 } ], "by_team": [ { "id": "cmusrceel0000q7kaafxqi1om", "name": "string", "breaches": 0, "met_late": 0, "breached_open": 0 } ], "at_risk": [ { "policy": { "id": "string", "name": "string", "metric": "first_response" }, "record": { "type": "string", "id": "cmusrceel0000q7kaafxqi1om", "label": "string", "link": "string" }, "owner": { "id": "cmusrceel0000q7kaafxqi1om", "name": "string" }, "due_at": "2026-10-06T05:30:00.000Z", "minutes": 0 } ], "breached": [ { "policy": { "id": "string", "name": "string", "metric": "first_response" }, "record": { "type": "string", "id": "cmusrceel0000q7kaafxqi1om", "label": "string", "link": "string" }, "owner": { "id": "cmusrceel0000q7kaafxqi1om", "name": "string" }, "due_at": "2026-10-06T05:30:00.000Z", "minutes": 0 } ] }, "meta": {} }

{ "data": [ { "id": "string", "key": "string", "name": "string", "metric": "first_response", "metric_label": "string", "enabled": true, "target_minutes": 0, "clock": "business", "scope": { "entity": "lead", "pipeline_ids": [ "cmusrceel0000q7kaafxqi1om" ], "status_keys": [ "string" ], "deal_stages": [ "negotiation" ], "deal_types": [ "sale" ], "lead_types": [ "buy" ], "source_ids": [ "cmusrceel0000q7kaafxqi1om" ], "task_types": [ "string" ] }, "ladder": { "at_risk_percent": 10, "notify_owner": true, "breach_notify": "team_lead", "after_breach_minutes": 1, "after_breach_action": "none", "repeat_threshold": 2, "repeat_window_days": 1 }, "settings": {}, "system": true, "updated_at": "2026-10-06T05:30:00.000Z", "live": { "running": 0, "at_risk": 0, "breached": 0 } } ], "meta": {} }

curl -X POST 'https://api.propzolo.com/v1/settings/sla-policies' \ -H 'Authorization: Bearer pz_live_…' \ -H 'Content-Type: application/json' \ -d '{"name":"string","metric":"first_call","enabled":true,"target_minutes":1,"clock":"business","scope":{"entity":"lead","pipeline_ids":["cmusrceel0000q7kaafxqi1om"],"status_keys":["string"],"deal_stages":["negotiation"],"deal_types":["sale"],"lead_types":["buy"],"source_ids":["cmusrceel0000q7kaafxqi1om"],"task_types":["string"]},"ladder":{"at_risk_percent":10,"notify_owner":true,"breach_notify":"team_lead","after_breach_minutes":1,"after_breach_action":"none","repeat_threshold":2,"repeat_window_days":1}}'

{ "data": { "id": "string", "key": "string", "name": "string", "metric": "first_response", "metric_label": "string", "enabled": true, "target_minutes": 0, "clock": "business", "scope": { "entity": "lead", "pipeline_ids": [ "cmusrceel0000q7kaafxqi1om" ], "status_keys": [ "string" ], "deal_stages": [ "negotiation" ], "deal_types": [ "sale" ], "lead_types": [ "buy" ], "source_ids": [ "cmusrceel0000q7kaafxqi1om" ], "task_types": [ "string" ] }, "ladder": { "at_risk_percent": 10, "notify_owner": true, "breach_notify": "team_lead", "after_breach_minutes": 1, "after_breach_action": "none", "repeat_threshold": 2, "repeat_window_days": 1 }, "settings": {}, "system": true, "updated_at": "2026-10-06T05:30:00.000Z", "live": { "running": 0, "at_risk": 0, "breached": 0 } }, "meta": {} }

curl -X PATCH 'https://api.propzolo.com/v1/settings/sla-policies/{id}' \ -H 'Authorization: Bearer pz_live_…' \ -H 'Content-Type: application/json' \ -d '{"name":"string","enabled":true,"target_minutes":1,"clock":"business","scope":{"entity":"lead","pipeline_ids":["cmusrceel0000q7kaafxqi1om"],"status_keys":["string"],"deal_stages":["negotiation"],"deal_types":["sale"],"lead_types":["buy"],"source_ids":["cmusrceel0000q7kaafxqi1om"],"task_types":["string"]},"ladder":{"at_risk_percent":10,"notify_owner":true,"breach_notify":"team_lead","after_breach_minutes":1,"after_breach_action":"none","repeat_threshold":2,"repeat_window_days":1},"settings":{"digest_enabled":true,"digest_time":"string"}}'