Please tell us what we can do to make Featurebase the best product for you.
Planned
Support Messenger User Context
The ability to provide the support messenger AI with additional contextual data about the user. This could be taken from their user attributes or passed to the support module at the time of sending a message. User Cases The user does/doesn’t have a subscription and therefore the AI can respond apprioty when a user asks about a paid feature (not saying they already have it when they don’t and vice versa). Knowing which page the user is currently on and maybe even more specific details. A user will often ask about something they are currently looking at and the AI should be aware of that. A user might be using an old version of your software, the AI should know this so that debugging can be aware that the problem has already been fixed in a newer version.
Customize the automated Handover message - when Fibi AI asks for a human
When Fibi AI asks for a human, it’ll say an automated response of “For further assistance, I can connect you with the team.“ I’d like to customize this message, as the Handover might not make sense in some contexts.
Planned
Automatic article gap detection for Fibi AI
Scenario Sometimes Fibi can’t answer a of question specific topic due to Help Center article not existing for that topic. If many similar un-answerable questions accrue, then Fibi should be able to create a Request for an Article for given topic, so it can be more helpful in the future. Solution Unanswered topics section in the Inbox with an option to Create an article for the topic Fibi will convert unanswered questions, that seem relevant to the product, into topics that will be collected into the Unanswered topics section
Planned
Fibi follow-up setting customization
There should be a way to configure Fibi's follow-up behavior, including options like: Fibi will confirm whether the user still needs assistance - Fibi asks a short follow-up question after answering, such as “Did that answer your question?” Fibi will offer escalation - Fibi checks in and offers to connect the user with a teammate if they still need help. No follow-up - Fibi sends only the main answer and does not send follow-up prompts or idle nudges. Fibi, currently always sends follow-up prompts and idle nudges based on internal logic, but there is no surfaced setting to disable or customize that behavior.
In Progress
Internal articles and snippets for Fibi and Copilot
Teams need to give Fibi and Copilot detailed context that should not be published as Help Center content. Today this knowledge is managed separately in Fibi Training Data and does not behave like first-class, reusable content. Add dedicated internal content types to the shared Knowledge area, similar to Intercom: Internal article: long-form, richly formatted knowledge for procedures, policies, product details, troubleshooting, and other material that should remain private. Internal snippet: short, reusable facts or instructions that do not need a full article. For every internal article or snippet, let teammates independently enable or disable whether it can be used by: Fibi AI Agent Copilot Other AI or support surfaces added in the future Internal content must never appear publicly in the Help Center. It should still use the same high-quality editor and management model as public Help Center articles, rather than the current separate Training Data format. Internal articles and snippets should be searchable, filterable, organized, and show useful metadata such as where they are used, owner, language, and last updated date. They should also be fully manageable through the API and MCP. This is one part of the broader unified knowledge management for Help Center and Fibi AI Agent direction.
Fibi MCP connectors for external tools
Empower Fibi AI Agent with more data and actions for faster, more accurate customer resolutions with MCP connectors.
ASAP
Have Fibi index content from Help Center's FAQ elements
Currently, Fibi (and probably Help Center AI) doesn’t index and use info from the Help Center accordion elements used for FAQ. It’s super important to get this fixed, as we’re getting questions that are not answered but are documented.
[Fibi AI Playground] Private testing environment for Fibi agent
I need a way to test my Fibi agent without publishing it publicly. I am looking for a private or staging environment to test its functionality before making it live.
Option to set and describe Conversation Topics that would/wouldn't trigger an Automatic Handoff to a Human
I would like the ability to configure the Fibi Agent to automatically hand over conversations to a human agent based on specific topics or keywords discussed within the chat. For example, if a customer asks about a refund, the system should automatically escalate to a human support agent rather than providing general information. This would ensure critical or sensitive inquiries are immediately directed to the appropriate human team.
@mention Fibi in Slack to get answers
Allow customers and teammates to @mention Fibi in a Slack channel or thread to get answers from your documentation. Customers could ask Fibi before tagging your team. Teammates could bring Fibi into an existing discussion to help answer a customer's question or find information internally. Fibi should use the thread for context and reply in the same place, with a way to hand over to your team when human help is needed. Quick internal questions should not create unnecessary support conversations.
Fibi AI agent automatically create feature requests from conversations
I want an option or setting to let Fibi AI agent automatically create feature requests/posts in Featurebase directly from customer conversations. This is important because it would fully automate logging feedback.
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
Hide chats / mute chats that fibi is currently working on.
When a customer starts a chat and fibi responds we don’t need to hear the notification sound since the customer is already beeing helped. Once it “routes to a team member” it should give a notification and show the chat in “open”.
Manage Fibi custom actions via API & MCP
Create and update Fibi custom actions through the API and MCP. This would let an AI agent configure and maintain actions without having to complete each setup through the dashboard.
Custom Actions for Support Agent Copilot
I would like the support agent Copilot to have access to the same custom actions that Fibi can use. This would allow me to run actions, such as checking user permissions, directly from the Copilot interface during a conversation. It makes sense for these actions to be available to both Fibi and the support agent Copilot, enabling me to provide full support within the chat without needing to switch to a different system.
Option to exclude specific data / changelogs from Fibi AI knowledge base
Fibi AI currently references outdated v1 solutions from public changelogs. Provide an option to exclude specific changelogs from Fibi's knowledge base to prevent it from providing irrelevant or deprecated information. This logic would apply to roadmaps, and other Featurebase native datasets.
Next
Fibi AI Table Parsing in Help Center
I want the AI agent (Fibi) to be able to read and extract information from tables in the help center. Currently, it seems to only process plain text, which means important data stored in tables is missed during AI searches and chat interactions. This is important because many of our technical specifications and pricing details are in tables.
[Improvement] Fibi bot to ask for the anonymous users name
It would be appropriate at the beginning of the conversation for the Fibi bot to ask for the anonymous users name.
Allow setting custom responses (snippets) for Fibi AI agent
I want it to respond similarly to certain types of chats For example, if somebody asks for an enterprise demo, it should first clarify their company name, employee count, etc.
Contradiction checker for Fibi training content
Teams should be able to check existing Q&A, uploaded files, crawled websites, and Help Center articles for potential contradictions, on demand or on a schedule. Results should show the conflicting passages and links to both sources for review, without requiring a proposed Q&A.