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.
Restrict users to one active conversation at a time
Do not let the same user open multiple conversations at the same time. Opening several conversations in parallel wastes AI credits and adds to the workload. This is seen as a basic feature that should be quick to implement.
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 This would let teams manage access and take outdated content offline from their own tools or AI workflows.
Reset Product Tour and Outbound engagement for selected users
Allow admins to reset engagement for a selected Product Tour or Outbound message for individual users. This would let existing users receive it again during testing or after important updates, including when previous completion, dismissal or repeat limits prevent it.
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.
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.
Waiting on customer
Check segment membership and get per-user Updates through the API
We show Featurebase Updates inside our own app through the API. Each Update returns allowedSegmentIds, but the API has no way to tell which users are in those segments, so we can't honor segment targeting outside the Featurebase widget. Any one of these would solve it: Return the Updates visible to a given user (by userId), with segment targeting applied by Featurebase. This would be ideal. Check whether a contact is in a segment (by userId). List a segment's members. Without this, the only option is to rebuild the segment rules on our side and keep them in sync, which is fragile. If our copy drifts, an Update meant for a pilot group reaches everyone.
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.
Waiting on customer
Microsoft Teams call transcript integration
Sync Microsoft Teams meeting recordings and transcripts into Featurebase, the same way supported call recorders do today, so feedback mentioned on customer calls lands in triage automatically. Requested by a fully Microsoft based team that runs all customer calls in Teams and does not use third party call recorders.
Require all three Impact answers before upvoting
Allow admins to require customers to answer importance, frequency, and urgency questions before their upvote is saved. Today, customers can vote without providing these ratings, leaving teams with requester counts but incomplete Impact data for prioritization.
Add hourly frequency limits for proactive Messenger workflows
I need to limit how often a proactive Messenger workflow appears without suppressing it for a full day. The current frequency options are days, weeks, and months, or sending every time. Please add an hours-based limit, such as once every 3 hours, or a configurable cap on sends per hour or day. This would let us offer help again when a customer retries a failed payment later the same day without showing the message on every attempt.
Disable Schedule until a date and time are selected
The update scheduling picker shows an enabled Schedule button above the calendar before a date is selected, which encourages premature clicks. Disable or hide it until a valid date and time are selected. Optionally move it below the date picker for a clearer form flow.
Visually distinguish Featurebase replies in Telegram chats
Replies sent from Featurebase in Telegram chats should have a visual distinction from other messages, such as a different color. Currently they blend in with the rest of the chat, making it hard to tell which messages come from Featurebase.
Bulk manage custom email subscription memberships
Allow administrators to add imported or tagged contacts to a selected custom opt-in email subscription through CSV import, bulk user actions, and the public API, while preserving explicit opt-outs. Currently, administrators must enroll contacts individually or use a separate opt-out subscription with tag-based targeting.
Open matched posts in a new tab from the insight composer
Allow users to open the matched post in a new tab without losing their insight draft, so they can read the full post and confirm it’s a duplicate before adding the insight.