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 →

Featurebase Mobile has arrived.

Bring the speed and power of Featurebase’s support inbox to your pocket with our fast, compact, and fully native iOS and Android applications.

Use the app to respond to support conversations with AI replies, receive notifications about new issues, and unblock customers on the go.

Read more and download it today for iOS and Android.

We’re excited to share that we’re now Featurebase.com - not just .app!

It’s a small step, but a meaningful one that shows we’re here for the long run and committed to continuously delivering value to you.

Thank you for being part of the journey!

— Team Featurebase

We’ve completely redesigned the Users Directory to give you a deeper understanding of your customers and their actions - whether you’re in B2C or B2B. The new design also matches Featurebase’s growing functionality and makes it easier than ever to manage users and companies in one place.

Updated user profiles

We’ve redesigned user profiles to give you a complete picture of every customer in one place.

• Direct actions from profiles - start conversations (live chat and email) right from a user’s profile, and submit feedback on their behalf

• All context in one view - in addition to seeing all of their conversations, feedback, comments, and upvotes in one place, their Survey responses are also now included

Whether it’s a single customer or an entire company, you’ll see the full context of their relationship with your product right at your fingertips.

Company profiles (new)

We’ve introduced company profiles to give B2B teams a powerful new way to understand customers at the organizational level.

• Unified company view - all of a company’s conversations, feedback, and associated members are now visible in one place for effortless context

• Company attributes - add and track attributes at the company level to capture details that matter most to your team

Company profiles bring together everything you need to understand not just individual users, but the entire organization they belong to.

Updated data attributes

We’ve expanded how you can track attributes for both users and companies, giving you more control over the data that drives your workflows.

• Manually create attributes - define and add attributes from our UI to capture the details that matter most to your team

• Company attributes - track data at the company level for a clearer view of organizational context alongside individual users.

• Lead qualification attributes - manually update company/user data, helping your team qualify leads and better prioritize accounts

With more flexible attributes, you can now shape the Users Directory around your team’s exact needs!

Improvements coming soon

We also have many more Users directory improvements on the close roadmap:

• Filters in the users directory

• Manually creating users

• Merging users

• Importing users & companies via CSV

• Exporting users & companies as a CSV

Get started with guides from our Users directory documentation.

As always, leave us feedback! 💫