Please tell us what we can do to make Featurebase the best product for you.
In Progress
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.
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.
In Progress
Support merging conversations / tickets
A couple of use cases I have: End user reports an issue which requires opening a support thread with another provider, it’d be helpful to see both conversations in one place. Some providers (like Stripe) send a new email on every reply, rather than using the same email thread, which introduces a lot of clutter in the inbox with every reply.
Support embedding Messenger on mobile apps
Support embedding Messenger on iOS and Android mobile apps
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.
Next
Microsoft Teams integration for support module
Fully bring the Featurebase messenger experience to your Microsoft teams and provide support seamlessly to users wherever they are. Answer to customers in Microsoft Teams thorugh Featurebase inbox interface Create posts from requests in Microsoft Teams automatically etc.
One-click HubSpot Service migration
Automatic importer to migrate knowledge base & conversations from Hubspot Service to Featurebase.
Social Media DM Integration (Instagram, Facebook, X)
Users want to integrate direct messages from social media platforms like Instagram, Facebook, and X (formerly Twitter) directly into Featurebase. This would allow for filtering and managing customer feedback and inquiries received via these channels within Featurebase, streamlining communication and feedback collection.
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…
Voice & call support as a customer service channel
Add an integrated phone channel with inbound/outbound calls, IVR routing, recordings/transcripts, and call analytics directly in the support inbox
Option to delete conversations
Option to delete conversation entirely. When testing conversation functionality or there's a convo that shouldn't exist - why not remove it.
Next
Add User Tags & User Segments to Conversation details panel
Add User tags and User segments sections under the conversation details panel, and allow assigning user tags right from the inbox. Adding tags would enable support people to tag customers with relevant tags, like “Ask testimonial” or “High priority” straight from the conversation inbox. Seeing user segments would enable support teams to see whether a customer is part of any segments that they’ve created.
Planned
Customizable sender name for team inbox
Currently, outgoing support emails in Featurebase automatically use the individual team member’s name as the sender. For our use case and likely many others we prefer all support emails from the support inbox to show a generic sender name (e.g., “Support {Organization}”), rather than an employee’s name. Could you add an option to customize and set the sender name for support inboxes, so all outgoing messages display the desired team or company name instead of the personal user’s name? Thank you for considering this improvement!
Partially Completed
Linear Integration with support conversations
We use Intercom + Linear today linking conversation to Linear issues. This allows reopening the conversation when the issue is updated and keeping the CS team up to date with every status. If we could do this in Featurebase, we would move our support here.
Planned
Side conversations - collaborate with external partners inside tickets
Allow teammates to collaborate with external partners directly within a conversation or ticket with side conversations. This keeps all communication in one place and avoids tool switching. Why it’s needed No need to jump to email or other tools to loop in partners. Updates stay tied to the original ticket, so nothing gets lost. Easy to manage multiple partner threads under the same customer issue. Key capabilities Start side conversations with external partners. Have multiple threads linked to one ticket. Updates flow back into the main conversation. Reassignments also transfer linked side conversations. Example: Support can message a delivery provider about a missing package while keeping the customer updated in the main conversation.
Next
Automated conversations migration from Zendesk
You can already migrate the Help Center from Zendesk, but users would also like to migrate tickets.
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
Next
One-click Help Scout migration
Automatic importer to migrate Help Scout knowledge base & conversations to Featurebase.
Notification option for 'Ticket created by user'
I want a specific notification setting for when a new ticket is created by a user. Currently, I get notifications for feedback but not specifically for new support tickets, and it would be helpful to have a clear toggle for this event to ensure no new incoming support requests are missed.
Planned
Ticket filters in Inbox search
Teams need a faster way to find and organize tickets from the Inbox search panel. Right now, tickets can be filtered by fields like Assignee and Team, but there is no easy way to filter or search by ticket-specific details such as Ticket ID or Ticket Type. Requested filters Ticket ID / ticket number Ticket Type Why this matters When a customer or teammate references a specific ticket number, admins should be able to jump directly to that ticket instead of searching by title keywords or manually scanning the Inbox. Adding ticket-specific filters to Inbox search would make it easier to: Find a ticket by its numerical ID Filter tickets by type Build more useful ticket views Manage support conversations faster from one place