Please tell us what we can do to make Featurebase the best product for you.
Include images and source references in Fibi API answers
We use Fibi in our own product's chat through the conversation API. We need its answers to include images and source references, so customers can see the same supporting content they would see in the Featurebase Messenger. Please return the images and source titles and URLs alongside the answer text, so we can display them in our own chat interface.
Instagram DM integration for support
Bring Instagram direct messages into the Featurebase Inbox so teams can receive, manage, and reply to customer support requests in one place. This request tracks interest in Instagram DMs.
Facebook Messenger integration for support
Bring Facebook Messenger messages into the Featurebase Inbox so teams can receive, manage, and reply to customer support requests in one place. This request tracks interest in Facebook Messenger.
In Progress
Manage article access and unpublishing through API and MCP
Control Help Center article visibility and audience access through the API and MCP, and unpublish live articles without deleting them. This would let teams manage access and take outdated content offline from their own tools or AI workflows.
X (Twitter) DM integration for support
Bring direct messages from X (formerly Twitter) into the Featurebase Inbox so teams can receive, manage, and reply to customer support requests in one place. This request tracks interest in X direct messages.
@mention Fibi in Slack to get answers
Allow customers and teammates to @mention Fibi in a Slack channel or thread to get answers from your documentation. Customers could ask Fibi before tagging your team. Teammates could bring Fibi into an existing discussion to help answer a customer's question or find information internally. Fibi should use the thread for context and reply in the same place, with a way to hand over to your team when human help is needed. Quick internal questions should not create unnecessary support conversations.
Create and manage product tours via agent or API
Allow product tours to be created and managed programmatically (e.g. via an agent, MCP, or API) rather than only through the portal, with tours staying in sync automatically when the underlying site changes. The goal is to support bulk creation and continuous maintenance of many tours alongside the site's codebase, so agents can keep tours from breaking when significant UX updates ship. Related needs when scaling tours this way: A way to handle URLs containing customer-specific slugs as a tour's starting page (currently this forces a duplicate tour per customer, a better mechanism than a special redirect page is needed) A way to target pages that contain dynamic IDs, such as directing users to a specific customer record in the CRM and clicking a button on it.
Internal notes mention picker shows customers
The @ mention picker in internal notes should only suggest team members, but it also lists customers. Tagging a customer in an internal note is unintended and risks exposing internal context. Restrict the mention autocomplete to members.
In Progress
Calls tab on user and company profiles
Add a Calls tab to user and company profiles that shows their synced customer calls, with access to the call summary and transcript. This would let support agents see recent calls held by customer success or sales and understand what was discussed, without switching tools or asking another team for context. Only show calls selected for sync and permitted for the viewer. Keep call history available alongside the customer's conversations and feedback, rather than only exposing extracted feature requests.
In Progress
Choose which calls sync from call recorder integrations
Let admins control which calls sync to Featurebase from connected call recorders, instead of importing every call the connected account can access. For Grain, allow selection of specific teams or an equivalent access scope. Provide clear controls similar to selecting folders in Granola, so only the intended customer calls are imported and private internal calls stay out of Featurebase. The selected scope should apply to both transcripts and any feedback extracted from those calls.
Support browser translation for public Help Center articles
Public Help Center pages currently prevent browser translation of article content. Readers can see Chrome’s Translate option, but the article remains in its original language. Allow readers to translate public documentation using their browser’s built-in translation, while preserving necessary protections for interactive elements. This would make the documentation easier to use when a reader’s preferred language is not available.
Fibi launches tours for how-to questions
Enable Fibi to launch a relevant product tour when a user asks a how-to question, so tours serve as guided answers instead of text-only replies.
Show whether Jira status changes trigger customer emails
When Jira changes a request’s status, the request view should clearly show whether a customer email was triggered or skipped, including when notifications are disabled in the matching sync rule. The send icon and count currently leave this unclear. Distinguish a triggered notification from confirmed delivery.
Show emails and support customer email search in the @mention picker
Users with the same name are difficult to distinguish in the @mention picker. Show their email addresses on hover and allow customers to be found by email, so teammates can identify and select the intended person.
Restore company members’ access to shared ticket conversations
With Private between company, colleagues can see tickets but can no longer read or continue their linked conversations. Previously supported company access was removed by the Messenger owner-only change, preventing colleagues from taking over during an absence. Restore ticket-scoped company access while preserving privacy for unrelated Messenger and email conversations.
Add audit history for Inbox and API block actions
Record contact block and unblock actions from the Inbox and contacts API in Audit logs, including the acting teammate or API key, affected contact, timestamp, and any supplied reason. This would help workspace admins trace why conversations were blocked without asking support to reconstruct the history.
Show metadata in the source item view
When admins open a source item from a request’s Insights tab, they can see its title, body, author and creation time, but cannot access its metadata. Allow admins to view the original source item’s metadata from this view, using the existing permission checks.
Planned
Custom hours for each SLA
Let each SLA policy use either business hours or calendar hours (24/7), so different customer contracts can be supported in the same workspace. For example, a critical ticket received on Saturday at 20:00 should be due on Sunday at 20:00 for a customer with a 24-hour calendar-time SLA. For another customer with a four-business-hour SLA and Monday-Friday, 09:00-17:00 office hours, it should be due on Monday at 13:00. Applying a different SLA through Workflows should also apply that policy's time calculation, without changing the office hours used by other customers.
Company subscriptions - Notify a contact about all tickets
Let a designated customer contact subscribe to all tickets from their company and receive notifications when a ticket is created or updated. Employees should be able to submit tickets directly while their main contact stays informed, without being added manually to every ticket. This should include tickets from the customer group they oversee. Keep ticket visibility and notifications separate: being able to see company tickets should not automatically subscribe every employee to notifications.
Allow new comments on merged requests
Keep the original request’s comment box available after a merge, so the team and users who can access it can start and continue discussions there - even when they cannot access the kept request. Replies to existing comments do not fully cover this need, especially when the original request has no comments. Preserve each request’s access restrictions.