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Multiple customer SSO configurations per Workspace

Allow a Featurebase Workspace to configure and manage multiple customer-facing SSO setups instead of relying on one global SSO login URL and JWT configuration. This would support companies that have multiple products, brands, portals, or customer identity systems within one Workspace. Each SSO setup should be able to have: Its own login URL and JWT verification configuration Routing rules that associate it with specific brands, custom domains, Messengers, Help Centers, or public portals Support for returning the customer to the correct surface after authentication Featurebase should resolve the appropriate SSO setup from the active brand or domain while keeping the customer data and product configuration centrally managed in one Workspace. This request concerns customer-facing SSO and is separate from Enterprise SSO used by teammates to access the Featurebase dashboard.

Markus from Featurebase 21 days ago

1

General

Planned

Show Update categories in in-app widgets

Update categories should be visible across all in-app Update surfaces, including the Messenger Updates tab, Update popup, Update card, and standalone Update widget. Showing categories such as New feature, Improvement, Beta, or Maintenance helps users immediately understand what an Update is about. On compact cards, additional categories can be collapsed into a +N categories label. The full Update view should show every assigned category using its configured name and color.

Markus from Featurebase about 1 month ago

3

Outbound

In Progress

Unified knowledge management for Help Center and Fibi AI Agent

Knowledge is currently split between Help Center articles and Fibi AI Agent Training Data. They live in separate dashboards, use different content models, and cannot be searched, maintained, or automated as one source of truth. Create one Knowledge dashboard for all reusable support content, similar in concept to Intercom's Knowledge workspace. Common content types: public Help Center article, internal article, snippet, uploaded document, and external source. Choose where each item is used: Help Center, Fibi, and Copilot. An internal or Fibi-only article must never be publicly visible in the Help Center, but should be available to Fibi when answering. Unified management: search, filters, folders, bulk actions, and configurable columns for type, collection, audience, publication status, language, author, last updated date, and where the content is used. Consistent editing and lifecycle: one formatting model, drafts and publishing where relevant, source freshness, and clear ownership. Complete API and MCP coverage: list, search, create, update, delete, publish, and manage metadata for every supported content type. The goal is to stop treating public documentation and AI knowledge as separate systems. Teams should be able to create knowledge once, control who or what can use it, and maintain everything from one place.

Markus from Featurebase 12 days ago

Help Center

Planned

Series - multi-step Outbound campaigns

Support building automated multi-step customer journeys by connecting chats, banners, emails, and surveys in a visual flow. Each step should support delays, conditions, and different paths based on user attributes, events, or interactions with earlier messages. This would make it easy to create onboarding, activation, upgrade, and re-engagement campaigns without managing every message separately.

Markus from Featurebase about 2 months ago

3

Outbound

Help Center session count & average session duration metrics

Add session-level metrics to Help Center analytics \u2014 specifically number of sessions and average session duration, similar to what Zendesk's Self-service dashboard provides. Current Help Center analytics cover unique visitors, top pages, traffic sources, devices, and browsers, but there's no session-based reporting today. Teams migrating from Zendesk rely on these numbers for their existing self-serve support reporting and need parity to switch over confidently. Raised during an active enterprise trial migrating from Zendesk (iClassPro).

Jarrod Biggins 9 days ago

Help Center

Let readers/staff flag incorrect translations on Help Center articles, with a review queue

We need a way for staff or readers to flag an incorrect translation on a published Help Center article, plus a dashboard view where flagged items can be reviewed and actioned by the content team. Today, fixing a bad AI translation relies on someone noticing it and knowing to manually go correct that specific locale in the editor \u2014 there's no in-context flagging mechanism or a queue to triage reported issues. Raised during an active enterprise trial evaluating multilingual Help Center rollout (iClassPro).

Jarrod Biggins 9 days ago

Help Center

Create Featurebase tickets directly from Slack for channel partners

We use the Slack integration heavily, but today Slack only syncs conversations into Featurebase, it cannot create a ticket directly. Our channel partners live in Slack, and we would like a way for a Slack message or workflow to create a Featurebase ticket directly (not just a conversation), so partner requests get the same tracked, ticket level workflow as our other support channels.

Alla Awad 13 days ago

Helpdesk

Restrict teammates to specific brands in multi-brand workspaces

In a multi-brand Enterprise workspace, allow admins to restrict which teammates can reply to conversations for a given brand. For example, some teammates should only be able to access and reply to Brand A conversations, while others can be granted access to Brand A and Brand B. Today, Assignments controls routing (who a conversation gets assigned to) but does not enforce a hard restriction on who is allowed to reply to a given brand's conversations. Teammates without brand access can still reply. Requested by a prospect running a white label, multi-brand support setup on behalf of their own customers, where different support staff should only be able to touch specific brands' conversations.

Anuj K 1 day ago

Feedback & Roadmaps