Smart Inbox SLA & Social Inbox Engagement API

Both endpoints calculate response and resolution durations strictly using your organisation’s configured Business Hours & Public Holidays (src/app/utils/responseTime.ts), matching the portal SLA clocks.

1. Smart Inbox SLA & Ticket Report (GET /api/v1/inbox/reports/sla)

Endpoint: GET https://profilepilotapp.com/api/v1/inbox/reports/sla Required Scope: inbox:read or reports:read Required Product Subscription: Smart Inbox + Developer API Access

Query Parameters:

• startDate & endDate (YYYY-MM-DD, optional — defaults to last 30 days UTC)
• source ("email" | "whatsapp" | "chatbot" | "manual" | "escalation", optional — defaults to "all")

Performance Metrics & Response Fields:

• source_filter (string) — Active source filter ("all" or the requested channel).
• total_conversations (number) — Total non-spam conversations in the period (automatically excluding empty/ghost inbound email stubs).
• status_counts — { open, pending, resolved }.
• priority_counts — { low, normal, high, urgent }.
• source_breakdown — { email, whatsapp, chatbot, manual, escalation }.
• first_reply_bh — { replied_count, avg_business_minutes, formatted } (mean business-hours time to first agent reply).
• resolution_bh — { resolved_count, avg_business_minutes, formatted } (mean business-hours time from conversation creation to resolution).
• sla_compliance — { tracked, met, breached, compliance_rate_pct } evaluated against each conversation’s sla_due_at target.
• business_hours_settings — The active weekday schedule used to compute the business-hours clocks.

2. Social Inbox Engagement & Actionable Response Report (GET /api/v1/social-inbox/reports)

Endpoint: GET https://profilepilotapp.com/api/v1/social-inbox/reports Required Scope: social:read or reports:read Required Product Subscription: Locations & Reputation + Developer API Access

Query Parameters:

• startDate & endDate (YYYY-MM-DD, optional — defaults to last 30 days UTC)
• accountId (string, optional) — Filter comments to a specific scoped social account.

Performance Metrics & Response Fields:

• summary.total_comments (number) — Total top-level customer comments ingested across Facebook and Instagram in the period.
• summary.actionable_count (number) — Comments requiring customer care (negative sentiment, mod_status = "flagged", or triaged with critical, inquiry, or stock). Pure spam is excluded.
• summary.actionable_replied (number) & summary.pending_actionable (number) — Actionable comments with or without a page-owner reply (counting replies sent via ProfilePilot or directly on Facebook/Instagram).
• summary.response_rate_pct (number | null) — actionable_replied / actionable_count × 100.
• summary.avg_response_bh_minutes (number | null) & summary.avg_response_bh_formatted (string) — Average business-hours response time on replied actionable comments.
• summary.sla_minutes (number) & summary.sla_hit_rate_pct (number | null) — Percentage of replied actionable comments answered within the target SLA window.
• summary.sentiment — { positive, neutral, negative, classified }.
• summary.by_platform — { facebook, instagram, other } comment counts.
• summary.footnote (string) — Methodology note for executive reports.
• stream[] — Up to 50 recent comment samples ({ id, locationName, platform, snippet, sentiment, tags, replied, bhMinutes, withinSla, createdAt }).

3. Troubleshooting & Common Scenarios

• Why does Social Inbox measure `response_rate_pct` on `actionable_count` instead of `total_comments`? High-volume retail posts receive hundreds of celebratory emojis and tag-a-friend comments that do not require an agent ticket. Measuring SLA strictly against actionable inquiries and complaints (negative, critical, inquiry, stock, flagged) gives an accurate customer-care KPI.
• Replies posted natively in Meta Business Suite: commentIsReplied detects both replies sent from ProfilePilot (comment_replies) and sub-comments posted directly by the page owner on Facebook or Instagram.