> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/administration/system-setting/ticket-configuration/walk-in-sla-time-in-second.md).

# Walk in SLA Time (in Second)

This feature allows you to configure SLA response times usually referring to how quickly you will respond to a technical issue being raised via the Walk-in Customer channel. 

![](/files/t11vayFIOIUvJDd5d7cj)

For example, if you set Walk-in SLA Time in '10', it means the Agent must handle the walk-in ticket within 10 seconds otherwise when the ticket is closed it will be labeled 'Over SLA'.

![Walk-in Customer Ticket](/files/-MSggtcIWi2oqhMZq1w1)


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# Agent Instructions
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