The Messenger

Where to find it

Open Messenger settings

Sidebar → Settings → Modules → Messenger

Direct link: https://app.productbridge.io/dashboard/settings/messenger

In-app path: Sidebar → Settings → Modules → Messenger

Your standalone messenger: https://app.productbridge.io/messenger/{organizationId}

Requires: a plan that includes the support feature, plus support:view to read conversations and support:manage to configure them.

Overview

The Messenger is what your customers see. It opens from a floating launcher bubble on your public portal and — once installed — on any website you embed it on. The same messenger, the same conversations, wherever the customer happens to be.

The Five Tabs

Which tabs appear — and for whom — is up to you: every tab can be enabled or disabled separately for visitors and for identified users in Messenger Settings. When only one tab is enabled, the bottom navigation hides entirely.

• Home. A branded welcome: your logo, a greeting (personalized with the customer's name when known), a Send us a message card showing your team's avatars and current reply expectation, quick-action chips, and configurable home cards such as a latest-news preview.

• Messages. The customer's conversation list and threads. Customers can hold multiple parallel conversations; each thread shows delivery of your replies in real time, supports image and PDF attachments, and includes a typing indicator when an agent is writing.

• News. Your published changelog entries as rich cards — image, title, and excerpt — with a full reading view.

• Roadmap. Your public roadmap with sorting, status filtering, and voting from inside the messenger, plus a "Request a feature" action that starts a conversation.

• Help. Your help center collections and articles with search and article voting. This tab is disabled by default — enable it once your help center has content.

Guests and Identified Customers

The messenger works for three kinds of people, in escalating order of identity:

• Guests need zero friction. When anonymous participation is enabled for your organization, a visitor's first message just works — no sign-up wall. A quiet one-time notice tells them they're chatting as a guest.

• Guests become customers. If a guest later signs in, their conversations, votes, and reactions merge into their real account automatically. Agents keep the full history.

Reply Expectations and Office Hours

The Home tab and new conversations show an honest availability signal:

• Inside office hours the messenger shows your configured reply expectation — for example, "We typically reply in a few minutes" — with a green presence dot.

• Outside office hours it tells the customer when the team will be back, based on the office hours you set per weekday and timezone.

Appearance

• Theme. The messenger follows the default theme you choose in settings — Light, Dark, or System (match the visitor's device). Your brand color drives buttons, links, and the painterly Home gradient, with separate brand colors for light and dark.

• Languages. Set a default language and enable any of the supported locales; greeting, introduction, and button text are editable per language, and the messenger picks the best match for each visitor's browser.

Satisfaction Ratings

When an agent resolves a conversation, the customer sees a short satisfaction prompt inside that thread — once, and only for that conversation. Scores feed the CSAT numbers in SLA & Reports and appear on the contact's profile in the agent inbox.

Limitations

• Realtime with a safety net. Message delivery uses a live connection with an automatic polling fallback — if the socket can't connect, messages still arrive within a few seconds.

• Roadmap sorting is per-page. The Roadmap tab sorts the loaded window of posts client-side; extremely long roadmaps may not show a strict global ordering.