Support ChatSLA & Reports

SLA & Reports

Set response-time targets that show up as badges before they're missed, read the reports view for volume and speed, and track customer satisfaction from the built-in CSAT prompt.

Where to find it

Open Support settings

Sidebar → Settings → Modules → Support → SLA policies

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

In-app path: Sidebar → Settings → Modules → Support → scroll to SLA policies

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

SLA Policies

An SLA policy promises how fast conversations get a first response and how fast they get resolved. Define policies under Settings → Support; every policy needs at least one of the two targets.

  • Scope policies by priority and inbox. A policy can apply to everything (a catch-all), to a priority level, or to a priority within a specific inbox.

  • The most specific policy wins. For any conversation, a priority + inbox match beats a priority-only match, which beats the catch-all. There's no stacking — exactly one policy applies.

  • Badges appear before the miss. Conversations approaching a target show an SLA due badge in the list; missed targets switch to a breached badge. Agents see trouble while it can still be fixed.

Reports

Open Reports at the bottom of the inbox's views rail.

  • Conversation volume. New conversations over time — spot the spike after a release before it spikes you.

  • Median first response. How long customers wait for a human answer. Median, not average, so one forgotten thread doesn't distort the story.

  • Median resolution. How long conversations take to close.

  • CSAT. The average satisfaction score across rated conversations.

CSAT

Satisfaction ratings come from the customer, right where the conversation happened:

  • The prompt appears on resolve. When an agent resolves a thread, the customer sees a short rating prompt inside that thread in the messenger — once per conversation, and answering it (or dismissing it) is the end of it.

  • Scores follow the contact. Each conversation's score appears in the details rail alongside the contact's average across all their rated conversations — context for how this person's experience has been trending.

  • Scores roll up. The organization-wide average lands in Reports.

CSAT runs on ProductBridge's survey engine — the same one behind Surveys — so responses are stored as survey data and no extra setup is needed.

Was this page helpful?