Add Admins / Full seats to support conversations

I would to send an answer to a customer. To inform colleagues at the same time, i like to add them to the support conversation / set them in ‘CC’.

Franziska Mews 12 days ago

Don't show 'ask Fibi' in the default handover message when fibi is disabled

Fibi is fully disabled but the handover message still shows “Ask me (Fibi bot) questions)”: It should just say “Feel free to leave a message for the team”.

Markus from Featurebase 20 days ago

1

Customer feedback

Once a ticket is closed, customers should be able to leave feedback using either emoji reactions or a 1–5 star rating. This rating should be usable in workflows. For example, low ratings could trigger a follow-up, escalation, or route the conversation to a specific team, while high ratings could send a thank-you message or prompt the user to leave a Trustpilot review. Feedback should also appear in analytics so team performance can be tracked and the agents receiving the best ratings can be identified. This feature should work for both email and chat conversations. https://www.intercom.com/help/en/articles/9634546-ask-customers-for-a-conversation-rating

Lucien 7 days ago

One-click HelpCrunch migration

Automatic importer to migrate HelpCrunch knowledge base & conversations to Featurebase.

Markus from Featurebase 19 days ago

Migrations

Better language around out of office notice

I had someone chat in right after we closed on a Friday and it said we would be back in 60+ hours. I would just like it to say something like “we’ll be back on Monday” or even the next business day

An Anonymous User 10 days ago

Allow translation/customization of system error messages

Currently Fibi displays system error messages like handover notifications in English regardless of conversation language, breaking the user experience flow. Allowing translation or custom text would maintain consistency.

Takayuki Eiki 12 days ago

Translations

Train/correct Fibi AI on its existing answers

Allow teams to select existing AI answers and use them as training signals for future responses by clicking “Improve answer” and inserting the ideal answer. This would let teams tell Fibi “this is the correct answer” and have it respond similarly next time, without needing to update help articles or add separate guidance.

Markus from Featurebase About 1 month ago

Auto-close conversations detected as auto-replies

I want Fibi to automatically close conversations that it detects as auto-replies (like out-of-office messages). Currently, Fibi detects them and chooses not to respond, but the conversation stays open in the inbox, which requires manual cleanup. It would be great if Fibi could just mark these as resolved/closed immediately.

Toms 3 days ago

Visibility of linked feature requests and vote status in Zendesk sidebar app

I want to be able to see which feature requests were already upvoted for a specific user or ticket directly in the Zendesk sidebar app. Currently, it's hard to verify if an agent actually followed the process because the linked features aren't visible in the sidebar, and clicking 'Vote' again might accidentally remove a vote. It would be great to have a persistent indicator of linked posts and their vote status for the current user.

Siobhan 3 days ago

Integrations

Dynamic Variables using autogenerated names

That dynamic variables should not use the auto-generated names and instead use the fallback.

Markus from Featurebase 4 days ago

Notification sound for every tab (change to 1 per browser)

If you have lots of tabs open you get loads of audio notifications for a live chat/support widget update. Can there be a toggle/setting so it can just do one notification for the whole browser perhaps?

Luke Wakefield 19 days ago

Workflow not triggering when teammate closes conversation

When a workflow is set to trigger on "Teammate changes conversation state" to "Closed", it fails to execute.

April Waddington 5 days ago

Dynamic Bot Modes & Role-Detection based on user input

I want the AI bot to have dynamic "modes" or "role-detection" based on user input. For example, if a user says "I'm a deckhand", it should switch to "Crew Mode" and prioritize profile setup, documents, and availability. If they say "I'm looking to hire crew", it should switch to "Client Mode" and prioritize brief collection and vessel details. I also want to set a specific personality (Direct, slightly cheeky, industry-aware) that avoids "corporate waffle".

Rooster 6 days ago

[Inbound Inbox] Setting to allow .zip file attachments from customers

I want a setting that allows us to enable .zip file attachments for incoming messages. Currently, these are blocked for security reasons, but our customers often need to send evidence (PDFs, images, videos) in bulk. Having a way to whitelist specific extensions or toggle .zip support (similar to Intercom's security settings) would help us avoid forcing customers into extra steps like using external file-sharing services.

Slava 6 days ago

Slack Notifications for New Inbound Support Messages/Tickets

I want to receive notifications in Slack whenever a new inbound support message or ticket arrives in the Unified Inbox. This is important for my team to quickly respond to new customer inquiries and reduce missed tickets.

Leonard Hopp About 2 months ago

2

Chat widget: allow images inline with the message

When I send a message as a user I often want to send screenshots along with the message. Instead I can only send them separately.

Valentin from Filently 13 days ago

Configure default intro message without workflows

Enable configuring the default ‘We have received your message and will get back to you as soon as possible.’ message with simple deploy without Workflows.

Markus from Featurebase About 1 month ago

Sentiment analysis for support conversations/tickets

I would like to have sentiment analysis functionality for support conversations or tickets, ideally within the Unified Inbox. Currently, I see that this feature does not exist, and I believe it would be a valuable addition.

Laura Roman About 1 month ago

Language override block in Workflows

Add a language override block to workflows that lets you enforce a specific language for a contact across the messenger UI, AI agent, and workflows, regardless of detected or browser language. The override should be configurable via automation rules/workflows, directly on the contact profile, and via installation snippet or SDK, and should take top priority over auto‑detection, browser, and workspace default language

Markus from Featurebase 21 days ago

User management

+1

[Bug] Infinite loader when switching conversations quickly

I am experiencing a bug where, when I switch between conversations quickly, the loading animation (loader) keeps infinitely loading, which is really painful and impacts usability. Workaround is to switch conversations again and then switch back.

Jules Dixon 21 days ago