How tier is set on threads and reported in Insights
Plain stores the tier on each thread at creation, using the company's or tenant's tier at that moment. The thread's tier does not change if the company later moves to a different tier.
What this means for Insights
All Insights metrics that break down by tier, such as support volume, first response time and SLA compliance, use the tier stored on each thread. For example, if a company was in a POC tier when it raised a thread, that thread appears under POC in reporting even after the company moves to a New Customer tier. This lets you measure performance against the SLA targets active at the time, and segment by the tier a customer was in when they needed support.
What happens when you change a company's tier
- Threads created after the change, via the API or the UI, inherit the new tier and its SLA rules.
- Open threads keep their tier, and their SLA targets continue under the original tier's rules until the thread is resolved. If you move a company from POC to Customer while a thread is open, that thread's SLA clock keeps running under POC rules.
If you need open threads to reflect a new tier, for example to change their SLA targets mid-conversation, update the tier on those threads yourself via the API. Contact Plain support to discuss how to approach this in your automation.