Support Chat
Talk to your customers where they already are — a customizable messenger on your site and portal, live chat and email in one agent inbox, with macros, SLAs, AI summaries, and CSAT built in.
Overview
Support Chat turns ProductBridge into a full customer-conversation platform. Your customers write to you through the Messenger — a floating chat panel on your public portal or embedded on any website — or by email, and every conversation lands in one Agent Inbox inside your dashboard.
Because it lives next to your feedback boards, roadmap, and changelog, Support Chat does things a standalone help desk can't:
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Conversations link to feedback. Attach a support thread to the feedback or roadmap post it's really about, and see a contact's posts, votes, and comments right beside their messages.
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The messenger is more than chat. Its tabs surface your changelog (News), your public roadmap with voting, and your help center — so many questions answer themselves before they reach your team.
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AI does the busywork. One click summarizes a long thread for whoever picks it up next, and resolved conversations become searchable memory that powers "similar conversations."
How It Fits Together
A conversation keeps its channel identity — live chat replies appear instantly in the messenger, email replies go back out over email — but agents work every thread the same way, in the same inbox.
Explore Support Chat
The Messenger
The customer-facing chat panel: its five tabs, guest visitors, theming, and languages.
Agent Inbox
Views, filters, the composer, keyboard shortcuts, and the details rail — your team's daily workspace.
Messenger Settings
Customize appearance and content, control who can start conversations, and install the messenger on your site.
Email Channel
Route your support address into the same inbox — forwarding or IMAP/SMTP.
Teams, Macros & Labels
Organize your support workspace: routing to teams, canned replies, and labels.
SLA & Reports
Response-time policies, the reports view, and customer satisfaction scores.
Who Can Use It
Support Chat uses two permission levels:
| Permission | What it allows |
|---|---|
support:view | See the Support module, read conversations, and browse reports. |
support:manage | Reply, assign, change status and priority, edit labels, and manage support settings. |
Members without either permission don't see the Support module at all. Learn more about roles in Members & Roles.
Start with the Messenger Settings page to get the messenger installed and styled, then invite your team and set up Teams, Macros & Labels once real conversations start flowing.