Featurebase can now automatically categorize new & existing feedback posts using AI. This helps you group large volumes of feedback into product areas, projects, or themes without manual work.

AI tagging analyzes each post’s content and applies relevant tags based on rules you define, keeping feedback organized as it comes in.

This helps your team keep the dashboard clean, filter feedback faster, and focus on what matters most, even at scale!

Learn more & get started: AI feedback tagging →

The new updates give you more control over who receives emails, how changelog emails scale as you grow, and a handful of smaller improvements across the platform.

Configure email preferences for each user

You can now manage email notification preferences per end user, separately from their profile data. This makes it easier to reduce noise while still keeping users informed about what matters to them.

With this update, you can:

• View and edit each user’s email subscription preferences from their profile

• Opt users out of non-essential notifications without affecting critical ones

• Let end users manage their own preferences from the public portal or the email footer

Learn more: Managing end-user notifications

Auto-subscribe users to changelog emails

You now have full control over how users are subscribed to changelog emails by default:

• Automatically subscribe all users who interact with your Featurebase board

• Disable auto-subscribe for fully manual control

• Turn off changelog emails entirely and share updates only via the portal or in-app widgets

Learn more here: Subscribing users to changelogs

Scalable email usage pricing

Changelog emails now support usage-based pricing, so email volume can scale with your product and audience.

It includes 5,000 emails per month free, and you only pay for what you send beyond that. This removes the risk of hitting a hard cap as your user base grows.

Learn more here: Outbound emails pricing

Other

• Images now sync to Linear

• Configure search engine indexing per module

• Hide the leaderboard from the portal

• Extended Fibonacci prioritization scale

Copilot is here to help your team answer customers faster and stay consistent, directly inside your Featurebase Inbox.

Copilot uses your help center, past conversations, macros, and roadmap to generate accurate, context-aware answers while you reply.

You can use Copilot to:

• Summarize lengthy conversations

• Get instant AI replies based on full conversation context

• Ask internal questions about processes or past cases

• Onboard new teammates faster

Copilot works seamlessly with your existing content and improves as your documentation grows, helping you answer customers without constantly switching between different tabs to find information.

Learn more & get started: Copilot overview

Featurebase can now automatically translate your entire help center, so you only need to write articles in one base language.

• Translations in other languages are kept up to date automatically using AI

• Protected terms in the glossary & code snippets are never translated

• You can always edit individual translations for articles and collections separately

Learn more & get started: Automatic AI help center translations →

With the new Support platform API, you can now programmatically manage support conversations in Featurebase and build custom workflows on top of your support inbox.

You can:

• Create, fetch, update, and delete support conversations

• List, fetch, and update conversations (status, assignment, metadata)

• Send customer replies, admin replies, and internal notes

• Add or remove participants from conversations

• Mark conversations as read for admins or contacts

• Redact message content when needed

This unlocks many powerful use cases like building a custom “Contact us” support form on your website/product, or keeping Featurebase conversations in sync with external systems such as your CRM or billing tools.

Learn more in Featurebase Docs →

Support customers in any language, without changing how your team works.

Featurebase now automatically translates all support conversations, so every teammate can read and reply in their preferred language.

Incoming customer messages are translated into each teammate’s preferred language, and replies are translated back into the customer’s language.

Learn more & set it up: AI Inbox Translations

SLAs are here! You can now define and track Service Level Agreements directly in Featurebase to ensure your teams respond to customers on time, every time.

Set clear expectations for response times, automatically track breaches, and get full visibility into what needs attention right now.

You can:

• Set different SLAs for customer segments like VIPs or high-priority accounts

• Define FRT (First Response Time) and NRT (Next Response Time) targets

• Keep agents focused on the conversations that matter most

SLAs work seamlessly with your support inbox and can be combined with Workflows to automate prioritization and routing based on urgency.

Learn more and get started: Service Level Agreements →

Other updates

• Add descriptions & alt texts to images

• Configure Help Center links behavior (open in a new tab, same tab, and more)

• Standalone help center collection navigation

• New ‘Apply rules’ block in Workflows

• Fibi’s greeting message now supports the correct language

• Emoji picker for the support inbox and other editors

• Fibi 2.0 with huge reliability upgrades + faster and improved performance

• More flexible support inbox breakpoints & customer data tabs

We’re incredibly thankful for each of you for being our customers. It truly means a lot to us.

Have an awesome holiday season and an even more awesome New Year. Many more updates coming your way soon! 🎉

– Featurebase team

We’re super excited to introduce Workflows – a no-code visual builder that automates repetitive support tasks for customers and agents.

Build and customize virtually any support process right inside Featurebase. Workflows run across web and email, and you can get started with ready-made templates for popular use cases.

Workflows can be used to:

• Auto-route new conversations to the right agent or team

• Auto-snooze inactive conversations

• Prioritize urgent conversations that mention “bugs” or “errors”

• Route high-priority customers to tier 2 support

• Trigger onboarding messages for new users

• Send CSAT surveys after a resolution (coming soon)

• Keep track of SLAs (coming soon)

• and much more…

10x your support team's productivity with workflows today!

Learn more and get started: Workflows overview →