Client Boards, Client SLAs, and Email Experience
Three pages under Settings > Clients: the boards that group your clients, why there is no separate per-client SLA page, and where the client-facing email settings actually live.
What you will have
- Open a client board and see what it actually configures.
- Understand how Visible to roles and Visible to pods combine to restrict a board.
- Know why Client SLAs has no fields of its own and where a client's real SLA is set.
- Know why Email Experience cannot be edited and where each of its rows is actually changed.
Why it works this way
Visible to roles and Visible to pods combine with AND, not OR: a user must pass both checks. An empty list auto-passes its own check, so filling in only roles gates purely by role, filling in only pods gates purely by pod, and filling in both means a user needs a listed role AND membership in a listed pod before the board shows for them.
Steps
Click a board's own name, such as Non-Managed.
Client Boards lists the client types used as tabs on the Clients page and during onboarding - here, Managed (the Default board), Non-Managed, and Internal (Required, cannot be deleted). Clicking a board's name opens it for editing; the required and default boards skip the extra menu a custom board gets for deleting it.
Click a board's own name, such as Non-Managed. Scroll to Enabled functions on the Edit Client Board form.
Above this, Board Name and Description are plain text fields, and Default Board decides which board a PSA-synced client lands on. Enabled functions opts this board's clients into specific portal functions - Profitability reporting, Onboarding tracking, Known-issues sync, and Elise client actions - each toggle scoping that one function to only the boards that turn it on.
Scroll to Enabled functions on the Edit Client Board form. Click Access to expand Visible to roles and Visible to pods.
Leaving both empty shows the board to everyone who can see the Clients section. Picking a role, a pod, or both narrows who sees this specific board in their own tab strip - the other boards are unaffected.
Click Access to expand Visible to roles and Visible to pods. Open Settings > Clients > Email Experience.
Every row here - Email Signature, Mail From Name, and Email Listener - is a read-only copy with an "Edit in Email →" link. Nothing on this page itself can be edited; each link opens the real setting under Settings > Email > Mailbox & Sending or Signature & Footer, and a change made there shows back here right away.
Note: This page is a finder, not a settings page - it exists so a clients-minded admin can find the mailbox and signature settings without already knowing they live under Settings > Email.Open Settings > Clients > Email Experience. Open Settings > Clients > Client SLAs.
This page has no fields of its own. It explains that a client's SLA is an entitlement of the plan they subscribe to, not a standalone per-client setting, and lists the four steps to change one: open the client, go to Billing, open their active Subscription, and adjust the SLA Response Times section there. The tenant-wide targets under SLA Policies are only the fallback for a plan that sets none of its own.
Open Settings > Clients > Client SLAs.
If it did not work
- If Update Board does nothing, scroll down - the button sits below Enabled functions and needs a real change first.
- If a board's own kebab menu is missing, that board is the Default or a Required board; rename and configuration still work by clicking its name, only deletion is blocked.
Questions this page answers
How do I configure client boards?
Settings → Clients → Client Boards defines the client types (Managed, Co-Managed, Break-Fix, NOC-only…) used as L2 tabs on the Clients page and during onboarding. Each board has visibility rules (which roles + pods can see it) and behavior flags. Renames apply instantly across nav.
Visible-to-roles AND pods - how do they combine?
Empty list on both means visible to all. The two lists combine with AND, not OR: a user must pass BOTH checks. An empty list auto-passes its own check, so filling only roles gates purely by role and filling only pods gates purely by pod. Fill in both and a user sees the board only if they are in one of the listed roles AND a member of one of the listed pods. Use roles for company-wide tiers, pods for team-specific carve-outs, and set just one axis when you want that axis alone to decide.
What is the Email Experience page for?
This page is a finder, not a settings page. It shows read-only copies of your email signature, sending identity, and inbox settings, so you can find them without knowing they live under Settings → Email. Nothing here can be edited.
How do I change what is shown here?
You cannot edit anything on this page. Each row is a read-only copy with an "Edit in Email →" link. Click it to open the real setting on Settings → Email → Mailbox & Sending or Signature & Footer. Make your change there, and it shows back here right away.
What is the Client SLAs link for?
This doorway explains that there is no separate per-client SLA page. A client's SLA comes from the plan they subscribe to, so it lives on their subscription. The tenant-wide targets under SLA Policies are just the fallback for a plan that sets none of its own.
How do I set a custom SLA for one client?
Click "Open Clients" on this page, or go straight to Clients and pick the client. Go to Billing, then open their active Subscription. Find the SLA Response Times section on it. Adjust the response targets and business hours for that plan.
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