Updates

Keep support moving as your queue grows. The new Workload management handles assignment, so your team spends less time sorting conversations and more time helping customers.

• Balanced assignment - automatically assign conversations to available teammates with the fewest open conversations, within teammate and inbox limits

• Round robin assignment - distribute new conversations evenly by assigning them to teammates in turn

• Handle urgent conversations first - prioritize the queue by urgency, SLA deadlines, or how long customers have been waiting

• Bring in backup when needed - use backup teammates or route new conversations to another team through Workflows when your usual team is at capacity

• Teammate availability & away modes - set yourself Away or use automatic away mode after inactivity, with optional conversation reassignment when customers reply while you're away

• See where your team needs help - track waiting conversations, teammate availability, and capacity in a live dashboard

Balanced assignment and advanced workload controls are available on the Enterprise plan.

Get started with Workload management →

Outbound just got more powerful! You can now create interactive Product Tours to help customers get started, discover new features, and complete tasks inside your product.

Build tours directly on your website or in your product. They run through your Messenger widget, so there's nothing extra to install.

• Build without code - select elements, add tooltips, and guide customers across pages

• Target the right customers - show tours automatically based on customer data and the page they visit

• Share guidance when it is needed - send a tour link in a support reply, email, or Help Center article

• See where customers stop - track views, completions, and progress through each step

Customize the appearance, personalize steps with {variables}, and add translations.

Product Tours are included on every paid plan, with 500 free outbound messages a month and low usage fees after that. No paid add-ons.

Get started with Product Tours →

We’ve improved the entire Customer Portal, making it easier for customers to find answers, share feedback, follow their requests, and now even explore your API docs – all in one place.

One connected Customer Portal

Your Support, Help Center, Feedback, and Updates now come together in one portal with shared navigation.

Customers can find what they need with unified search, or use Ask AI to get answers with links to the sources.

API documentation

Featurebase now natively supports API docs alongside your help articles, with support for:

• OpenAPI imports from a file or URL, plus updates from your build pipeline

• Code examples and an interactive playground for testing requests

• Multiple APIs and versions, with change review before publishing

API docs are available starting from the Free plan, including the playground. If you use Fibi, it can now answer questions from your published API docs too.

Get started today →

A redesigned Help Center

A new layout and rebuilt editor make your docs easier to organize, write, and browse.

• Organize your Help Center into tabs for different sections

• Build richer articles with cards, content tabs, steps, and accordions

• Guide readers with previous/next navigation and related articles

• Let readers copy articles as Markdown or open in ChatGPT and Claude

Configure your Help Center →

Make it yours

Make the portal match your brand with:

• Different fonts, including your uploaded custom fonts

• More color controls for light and dark themes

• A footer with social links and links to your other pages

You can now also always see your changes as you edit.

Customize your Customer Portal →

New user profiles

Customers can now see their requests, tickets, and chats in one place, with clear statuses and recent replies. Now it’s easier to know where their issues stand.

And much more

• Choose which customer sign-in methods are available

• Make your docs easier for AI tools to navigate with llms.txt

• New Updates feed with discussions in a side panel

• Suggest an existing request or a relevant answer before customers submit new feedback

• Choose where private support requests go, including an external help desk or email

We’re super happy to finally bring Featurebase together into one home for your customers. From here, we’ll focus on polishing each area and making them work even better together.

As always, leave us feedback! 💫