In Progress
Slack integration for support module
Fully bring the Featurebase messenger experience to your Slack channel and provide support seamlessly to users wherever they are. A bot in Slack that can respond to customers’ requests Create posts from requests in slack automatically Answer to customers in Slack from FB messenger interface etc.
Markus from Featurebase 9 months ago
In Progress
Slack integration for support module
Fully bring the Featurebase messenger experience to your Slack channel and provide support seamlessly to users wherever they are. A bot in Slack that can respond to customers’ requests Create posts from requests in slack automatically Answer to customers in Slack from FB messenger interface etc.
Markus from Featurebase 9 months ago
Planned
Feedback Card for Messenger
The old All-In-One widget lets users submit feedback and new ideas directly from the widget. We’ve configured it so there’s a button for new ideas and to submit issues. Currently, the new support widget home cards do not support this, so we would lose this key capability if we switch over.
Alex Z 8 months ago
Planned
Feedback Card for Messenger
The old All-In-One widget lets users submit feedback and new ideas directly from the widget. We’ve configured it so there’s a button for new ideas and to submit issues. Currently, the new support widget home cards do not support this, so we would lose this key capability if we switch over.
Alex Z 8 months ago
WhatsApp Integration for Support
Integrate with WhatsApp Business to enable it as a support channel within Featurebase, allowing users to receive and manage support requests via WhatsApp.
Indigo Coral 9 months ago
WhatsApp Integration for Support
Integrate with WhatsApp Business to enable it as a support channel within Featurebase, allowing users to receive and manage support requests via WhatsApp.
Indigo Coral 9 months ago
Next
Support Module Webhooks
Support module webhooks can help teams create custom notification and actionable systems around the module. This can help reduce response times and ensure that all conversations are handled well. Supported events Conversation is started Message is received Reply is sent Conversation is resolved Handover requested Potential usage Custom notifications (i.e., Teams, Slack Discord) for specific events Custom use of AI to process feedback and auto-create Linear issues Track conversations in external tools (i.e., Linear, Planner, Asana) Requested data in event (beyond the obvious) Link to open conversation in support module
Alex Z 8 months ago
Next
Support Module Webhooks
Support module webhooks can help teams create custom notification and actionable systems around the module. This can help reduce response times and ensure that all conversations are handled well. Supported events Conversation is started Message is received Reply is sent Conversation is resolved Handover requested Potential usage Custom notifications (i.e., Teams, Slack Discord) for specific events Custom use of AI to process feedback and auto-create Linear issues Track conversations in external tools (i.e., Linear, Planner, Asana) Requested data in event (beyond the obvious) Link to open conversation in support module
Alex Z 8 months ago
Discord integration for support module
Fully bring the Featurebase messenger experience to your Discord channel and provide support seamlessly to users wherever they are. A bot in Discord that can respond to customers’ requests Sync posts between discord forum and Featurebase Answer to customers in Discord from FB messenger and post comments interface etc.
Markus from Featurebase 9 months ago
Discord integration for support module
Fully bring the Featurebase messenger experience to your Discord channel and provide support seamlessly to users wherever they are. A bot in Discord that can respond to customers’ requests Sync posts between discord forum and Featurebase Answer to customers in Discord from FB messenger and post comments interface etc.
Markus from Featurebase 9 months ago
Advanced support reporting & analytics
Make support reporting more advanced & add more support metrics including: Reopen rate - the percentage of conversations that users reopened Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments) One-touch tickets - tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests. Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all. CSAT (Customer Satisfaction survey results) SLA breach rate and compliance Distribution by product area or label/tag Volume and breakdown by company, customer segment/tier AI-powered insights: Automated sentiment/theme clustering Volume and trend detection
Markus from Featurebase 3 months ago
Advanced support reporting & analytics
Make support reporting more advanced & add more support metrics including: Reopen rate - the percentage of conversations that users reopened Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments) One-touch tickets - tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests. Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all. CSAT (Customer Satisfaction survey results) SLA breach rate and compliance Distribution by product area or label/tag Volume and breakdown by company, customer segment/tier AI-powered insights: Automated sentiment/theme clustering Volume and trend detection
Markus from Featurebase 3 months ago
Planned
Outbound push notifications / banners
While you can already create new messages individually to your users, there’s currently no way to run outbound messages and notifications to large user groups. It would be useful to be able to quickly inform users about outages, urgent updates, etc.
Markus from Featurebase 8 months ago
Planned
Outbound push notifications / banners
While you can already create new messages individually to your users, there’s currently no way to run outbound messages and notifications to large user groups. It would be useful to be able to quickly inform users about outages, urgent updates, etc.
Markus from Featurebase 8 months ago
Planned
Automate CSAT survey after conversation closure
Users should have the ability to automatically send a CSAT survey to a contact immediately after a conversation is closed. This would streamline the feedback collection process and provide timely insights into customer satisfaction with support interactions.
Silver Scone 6 months ago
Planned
Automate CSAT survey after conversation closure
Users should have the ability to automatically send a CSAT survey to a contact immediately after a conversation is closed. This would streamline the feedback collection process and provide timely insights into customer satisfaction with support interactions.
Silver Scone 6 months ago
Planned
Bulk export support conversations for analysis
We’d need the ability to bulk export multiple chat conversations to analyze trends, identify frequently asked questions, and understand inquiries related to specific modules. This would allow for better insights into customer interactions and product areas.
Support Team 5 months ago
Planned
Bulk export support conversations for analysis
We’d need the ability to bulk export multiple chat conversations to analyze trends, identify frequently asked questions, and understand inquiries related to specific modules. This would allow for better insights into customer interactions and product areas.
Support Team 5 months ago
Planned
Improve AI Bot Training with Closed Live Chat Transcripts
Allow the AI bot to learn from completed live chat conversations and support tickets. By analyzing successful human agent interactions, the AI can improve its understanding of user issues and learn effective resolution strategies, excluding its own previous responses to focus on human expertise.
Cameron Kolick 9 months ago
Planned
Improve AI Bot Training with Closed Live Chat Transcripts
Allow the AI bot to learn from completed live chat conversations and support tickets. By analyzing successful human agent interactions, the AI can improve its understanding of user issues and learn effective resolution strategies, excluding its own previous responses to focus on human expertise.
Cameron Kolick 9 months ago
See the page where user initiated the conversation from
It would be very helpful and needed to see from which page the user started the conversation from.
Markus from Featurebase 8 months ago
See the page where user initiated the conversation from
It would be very helpful and needed to see from which page the user started the conversation from.
Markus from Featurebase 8 months ago
Planned
AI help center search support in widget
I don’t want to open any chats, I want to search for an article and get an answer summary right in the search bar We have this feature and unique advantage already, we should do it…
Markus from Featurebase 9 months ago
Planned
AI help center search support in widget
I don’t want to open any chats, I want to search for an article and get an answer summary right in the search bar We have this feature and unique advantage already, we should do it…
Markus from Featurebase 9 months ago
Planned
Ticketing system with unique public IDs
Implement a general email-to-ticket system within Featurebase. This system should allow users to connect any support email inbox. Incoming emails to this inbox would automatically create new 'tickets' within Featurebase, each assigned a unique, sequential ticket ID. This functionality would enable teams and clients to easily reference specific support inquiries (e.g., "As a followup of ticket #123"), streamlining communication and potentially replacing the need for a separate, expensive ticketing system.
Amber Sandwich 5 months ago
Planned
Ticketing system with unique public IDs
Implement a general email-to-ticket system within Featurebase. This system should allow users to connect any support email inbox. Incoming emails to this inbox would automatically create new 'tickets' within Featurebase, each assigned a unique, sequential ticket ID. This functionality would enable teams and clients to easily reference specific support inquiries (e.g., "As a followup of ticket #123"), streamlining communication and potentially replacing the need for a separate, expensive ticketing system.
Amber Sandwich 5 months ago
Planned
Automated conversations migration from intercom
You can already migrate the Help Center from Intercom, but users would also like to migrate tickets.
Markus from Featurebase 9 months ago
Planned
Automated conversations migration from intercom
You can already migrate the Help Center from Intercom, but users would also like to migrate tickets.
Markus from Featurebase 9 months ago
In Progress
Featurebase Copilot in the inbox
The support inbox should have a Copilot AI functionality where human agents can ask questions about any relevant data sources (inc. help center, roamdap, product updates, and any custom external sources) to always give a relevant answer without leaving the dashboard ever.
Markus from Featurebase 8 months ago
In Progress
Featurebase Copilot in the inbox
The support inbox should have a Copilot AI functionality where human agents can ask questions about any relevant data sources (inc. help center, roamdap, product updates, and any custom external sources) to always give a relevant answer without leaving the dashboard ever.
Markus from Featurebase 8 months ago
Stripe integration for live chat
A human agent can see a Stripe section on the conversation details panel: Can automatically see users’ payments and plans Can refund straight from the dashboard (or view from Stripe) Can create/apply discount codes straight from the right side menu An AI agent can automatically: Show customers their invoices right in the chat let customers check their latest subscriptions, view the included products, and see their payment details Let customers update their billing address
Markus from Featurebase 9 months ago
Stripe integration for live chat
A human agent can see a Stripe section on the conversation details panel: Can automatically see users’ payments and plans Can refund straight from the dashboard (or view from Stripe) Can create/apply discount codes straight from the right side menu An AI agent can automatically: Show customers their invoices right in the chat let customers check their latest subscriptions, view the included products, and see their payment details Let customers update their billing address
Markus from Featurebase 9 months ago
Support for multiple support emails - Team and Team member based Email Sender IDs
We have different support emails for various purposes (e.g., one for employee support and one for customer support), each managed by separate teams with unique responses, help center articles, and workflows. It would be very beneficial if Featurebase allowed us to add and manage multiple support email addresses and corresponding inboxes, each with distinct team assignments and settings. Could you consider enabling the addition of multiple support email inboxes so each team can have its own dedicated channel, responses, and help resources, fully separated from other teams? Thank you for considering this enhancement!
Simon van beldoo 4 months ago
Support for multiple support emails - Team and Team member based Email Sender IDs
We have different support emails for various purposes (e.g., one for employee support and one for customer support), each managed by separate teams with unique responses, help center articles, and workflows. It would be very beneficial if Featurebase allowed us to add and manage multiple support email addresses and corresponding inboxes, each with distinct team assignments and settings. Could you consider enabling the addition of multiple support email inboxes so each team can have its own dedicated channel, responses, and help resources, fully separated from other teams? Thank you for considering this enhancement!
Simon van beldoo 4 months ago