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