Teams, Macros & Labels
Organize the support workspace — route conversations to teams, answer common questions with one keystroke, and label threads so nothing gets lost. Plus office hours, which drive the messenger's availability messaging.
Where to find it
Open Support settings
Sidebar → Settings → Modules → Support
Direct link: https://app.productbridge.io/dashboard/settings/support
In-app path: Sidebar → Settings → Modules → Support
Requires: a plan that includes the support feature, plus support:view to read conversations and support:manage to configure them.
Everything on this page lives in one scrolling settings screen, in this order: Setup, Where visitors can reach you, Feedback from conversations, Notifications, Channels, Support agents, Teams, Labels, Macros, and SLA policies.
Overview
These are the workspace-organization tools, all managed under Settings → Support. Teams route work, macros speed up answers, labels classify threads, and office hours tell customers when you're really around.
Teams
Group agents into teams — Billing, Technical, Success — and route conversations to a team instead of a person.
-
Every team gets a view. Teams appear in the inbox's left rail with live counts, so "what's waiting on Billing" is one click.
-
Assign either-or. A conversation can have an assignee, a team, or both. Assigning a teammate (other than yourself) sends them a notification with a short grace window, so a quick reassign doesn't spam anyone.
-
Manage under Settings → Support. Create teams and pick their members from your support agents.
Macros
Macros are saved replies your whole team can reuse.
-
Two scopes. Shared macros belong to the team; personal macros are yours alone. Editing another agent's personal macro isn't allowed.
-
Insert from the composer. Type
/and start typing the macro's name, or open the ⚡ picker. The macro's text drops into the composer for editing before send — macros never auto-send. -
Variables personalize.
{{contact.name}}and{{contact.first_name}}substitute the customer's name at insert time, falling back to a friendly generic when the name is unknown.
Build macros for your ten most common answers first — password reset, billing address, "it's on the roadmap" — and link the relevant docs page inside each one. Most teams cover half their volume with a dozen macros.
Labels
Labels are colored tags for classifying conversations — bug, billing, churn-risk, whatever your taxonomy needs.
-
Apply from the thread. Use the add-tag control in the details rail; a conversation can hold any number of labels.
-
Filter everywhere. The conversation list's label filter narrows any view to one label, and label dots appear on list rows.
-
Full-color management. Create, rename, recolor, and delete labels under Settings → Support. Deleting a label removes it from every conversation.
Office Hours
Office hours drive the messenger's honesty about availability.
-
Per-weekday windows. Set open and close times for each day, in your support timezone.
-
Inside hours the messenger shows your reply expectation ("we typically reply in a few minutes").
-
Outside hours it computes when you're next open and says so — customers write with accurate expectations instead of waiting on an answer that isn't coming until Monday.