Please tell us what we can do to make Featurebase the best product for you.
Scope Messenger conversations to the active customer company
Messenger currently shows conversations based on participant access, regardless of the customer company active in the host application. Customers need conversations restricted to the relevant company context while preserving email To/CC participation. This would prevent threads from appearing in another customer account without requiring participants to be removed.
Exclude automated workflow messages from email notifications
Allow automated, bot, and proactive workflow messages in Messenger to be excluded from user email notifications, or provide a way to mark a workflow message as in-app only. Currently these automated messages are also delivered as emails, but some teams want only human teammate replies to trigger email notifications
Messenger File names invisible in light/dark mode
Attachment file names in the Featurebase messenger are invisible in light/dark mode, while dark mode displays them correctly. The text color appears to conflict with the white background and is not configurable via the messenger theme settings. The default text/background contrast for attachment cards in light mode needs fixing.
Inbox view editor closes during filter selection
In a narrow browser window, clicking Add rule in Views → New view closes the editor and sidebar drawer. Resizing across the mobile breakpoint can also discard the draft. The editor should stay open during filter selection, resizing, and background clicks. Saved views should also have a keyboard-accessible Edit action.
[Inbox -> Request] Remove unnecessary customer PII from AI-generated requests
AI-generated requests can retain personal details from the source conversation. The generation flow should omit unnecessary customer names, email addresses, and other personal details from request titles and descriptions while preserving the product need.
Create macros via API and MCP
Create support macros through the API and MCP so teams can set up reusable replies programmatically.
Option to disable or adjust spam filter strength
Provide a way to disable the spam filter entirely or adjust its strength. Allowlisting every individual sender is not a feasible long-term solution.
Dynamic messenger panel height for short articles
The Messenger article view should size its panel dynamically to the article content instead of using a fixed viewport height. Shorter articles currently leave a large empty area below the content inside the panel, which looks unfinished compared to longer articles that fill the space.
Automatically unsubscribe spam and blocked users
Automatically unsubscribe users who are marked as spam or blocked, so that manual user cleansing and manual unsubscribing are no longer needed to stop people who should not be receiving the information or posts anyway.
Waiting on customer
Custify integration
Native integration between Featurebase and Custify (app.custify.com), our customer success / Customer 360 tool. Custify currently pulls Freshdesk ticket history natively so our CS team can see all support conversations for a company in one place. If we move our support ticketing to Featurebase, we would need Custify to be able to pull that same ticket/conversation history from Featurebase (via a native integration or a documented API based approach), so our customer success workflow is not disrupted.
Allow “View raw email” on inbound teammate messages
I’d like to view the original email when a teammate forwards a customer email into the inbox, including when it starts a conversation. Currently “View raw email” is hidden for teammate-authored messages. Enabling it would make the forwarded customer context accessible without changing sender attribution or advanced email routing.
Complete conversation and ticket actions through API and MCP
Set Conversation priority and link or unlink existing Tickets and Conversations through the API and MCP. This would let support automations and AI agents prioritize Conversations and connect them to work already tracked in Tickets without manual dashboard steps.
Waiting on customer
Ability to pin primary data storage to a single hosting provider/region (e.g. Hetzner/Germany only)
We would like the option to restrict or pin where our primary workspace data is stored to a single hosting provider and region (specifically Hetzner in Germany), rather than the current multi-provider EU setup (AWS/other EU providers). This matters for organizations that need to avoid any exposure to US-jurisdiction infrastructure (e.g. CLOUD Act concerns via US-based subprocessors), even when the data itself stays physically hosted in the EU.
Messenger SDK iframe sandbox triggers Chromium warning
The hosted Messenger SDK creates the "Featurebase live chat" iframe with src="about:blank" and a sandbox containing both allow-scripts and allow-same-origin, which makes Chromium log a sandbox-escape warning on every authenticated application page. Reproduced with featurebase-js@1.0.3 using the documented React provider; the Messenger works but the warning appears consistently, and the package exposes no supported sandbox override. Move the iframe document to a dedicated cross-origin URL or revise the sandbox configuration at the SDK level rather than requiring DOM mutation of the generated iframe.
Planned
Enlarge conversation drawer on search page
Make the conversation drawer opened from the search page larger, or provide an option to resize or expand it. The current drawer is too small to comfortably review tickets, which matters when working through open tickets one by one with customers on calls.
Add an unread filter button into Messenger widget
Add an 'unread' button in the widget so users can jump to unread conversations instead of scrolling through all of them. This would improve the scenario, where the Messenger can consist of many conversations.
Automatically create feature branch in GH based on status of feedback
If a ticket is marked by a status, for example “Accepted” - We should try to decrease the developer load and automatically create a feature branch in GH. Linear does this perfectly, it creates the branch and maintains updates to it, if the branch is merged, the ticket/feedback item is updated too, and the status can be moved to based on the state: If the feature branch has a PR to another branch, Status is “code review” If the feature branch has its Pr merged, status is “Completed” for example. The GH integration can use some love in this regard to make FB the only place our devs work from.
AI escalation of critical support emails to PagerDuty address
Escalation workflow + 3rd-party e-mail Use AI to pick critical messages out of the high volume of support tickets (a lot of noise, with occasional needles like "server down") and escalate them to a different e-mail that is connected to the PagerDuty service, so it wakes up support staff at night.
Messenger widget state persistence and view change events across page reloads
Allow multi-page applications to persist Messenger widget navigation state (such as active articles or conversation views) across full page reloads, or expose SDK events and getters (e.g. active article ID or view change events) so host applications can restore deep widget state programmatically.
Feature request: Assign Claude usage to a FreeAgent project/client
As a small business using both Claude and FreeAgent for client billing, it would be valuable to attribute Claude token usage (or cost) to a specific client project — similar to how billable time is logged in FreeAgent. This would let usage tied to a particular piece of client work (research, drafting, analysis) be tracked and, where appropriate, recharged as a cost or billable line, rather than usage across all work being lumped together. Ideally this could work either via: A way to tag/label conversations or API usage with a project or client reference, exportable or reportable, or A direct integration/connector that logs Claude usage against a FreeAgent project automatically This would be useful for any consultancy or agency billing clients for AI-assisted work.