Hey there,

We've upgraded our feedback product so feedback from every channel is automatically organized and connected.

Your feedback setup works just like before, now with a lot more on top. Your team can see what matters, backed by customer data and supporting evidence.

Requests & Insights

Feedback posts are now called Requests. Before, a post only held what customers shared on your portal. Now a Request also collects feedback from Support conversations, customer calls, and other sources, so you see everyone asking for the same thing in one place.

Each Request is backed by Insights:

• Requests - the work items your team tracks, prioritizes, and links to issue trackers

• Insights - the individual pieces of feedback and evidence behind a Request

For example, your team tracks a CSV exports Request. A Support conversation and a Feedback Portal submission about the same need become two Insights attached to that Request.

Open a Request to see the people and companies asking for it, their synced data, and the supporting Insights.

Your existing feedback carries over. See how →

Let Autopilot organize feedback

The new AI Autopilot helps organize feedback for your team. It understands incoming feedback and connects it to the Requests you already track:

• Organize feedback - turn incoming feedback into clear Requests and separate distinct asks, while keeping the original wording available

• Connect Insights - link related customer feedback to the Requests it supports

• Handle duplicates - find Requests for the same need and suggest or apply a merge

Choose an automation level to control how much Autopilot handles for you.

The new Triage queue keeps uncertain matches and Requests that need a reply or approval in one place.

Capture feedback from customer calls

Feedback from your customer calls now flows automatically into Featurebase through our new Fathom, tl;dv, Grain, Gong, Fireflies, and Granola integrations.

Connect your recorder to import the last 30 days of calls and automatically sync new ones. Autopilot extracts Insights from the transcripts and links them to relevant Requests.

Uncertain matches go to Triage, with the original transcript to help you review them.

Redesigned dashboard

The Requests dashboard now brings the Request, its Insights, and customer context together in one place. The tools for managing Requests got upgrades too:

• Bulk actions - update statuses, assignees, categories, visibility, labels, and form fields across many Requests

• Labels and label groups - organize Requests with grouped labels and automatic AI labeling

• Form fields - choose the form fields customers complete for each type of Request

Updated filtering, ordering, and grouping

You can now also create much more flexible views and save them:

• Filtering - filter by status, labels, assignee, dates, form fields, and customer data

• Ordering - sort by creation date, requesters, revenue, Impact, and other signals

• Grouping - group by status, assignee, category, or company

• Display options - choose which properties appear

For example, save a view of unassigned bug reports, group it by category, and put the newest Requests first.

Capture feedback from Support

The new Requests section in the Inbox connects customer feedback and linked issue tracker items while you help customers:

• AI suggestions - Autopilot suggests new Requests to track and existing ones that match

• Create or link - link existing Requests and issues, or create one from the conversation

• Automatic updates - status changes in Featurebase and connected issue trackers now add internal notes to conversations, so your team knows when to follow up

Now Featurebase helps you capture feedback as you support customers, so nothing gets lost.

Close the loop where it started

You can now send Request updates back to the Support conversations where customers first asked.

Write the update once, then send it to linked conversations alongside your usual portal and email updates. Customers hear from you in the same conversation, without your team finding and replying to each thread separately.

Featurebase started as a simple feedback tool in 2022. AI has significantly changed what's possible since then, so we've rethought how teams collect and manage feedback. We're really happy with the result and hope you enjoy it!

Learn more about Feedback 2.0 →

As always, leave us feedback! 🙌

You can now keep up with new support work, feedback changes, and customer responses directly in Slack, without having to check Featurebase or email.

Choose personal Slack DMs for notifications relevant to you, or create shared channel routes for Workspace activity across your Inbox, feedback, Updates, and Surveys.

Get personal notifications in Slack DMs

Each teammate can connect their Slack account to Featurebase and choose which notifications to receive:

• Conversation activity, new replies, and mentions

• Ticket status changes and SLA breaches

• Feedback assignments and status changes

• Feedback comments, replies, and mentions

These preferences are separate from desktop, email, and mobile notifications. Each alert links back to Featurebase.

Send updates to shared Slack channels

You can also route notifications to the right public channels so your customers and team can stay updated or discuss notifications together:

• New feedback posts and status changes, with optional board filters

• New Conversations and Tickets that need human attention

• Published Updates

• New Survey responses

Create multiple routes to keep different events in separate channels.

Set up Featurebase notifications in Slack →

Keep personal alerts focused and shared channels updated for triage, without custom workarounds!

And as always, leave us feedback! 💫

Outbound is here. Onboard, educate, and notify your customers with in-context, automated messages that cut support volume and keep customers happy.

Reach the right people at the right moment, inside your product, in the Messenger, by email, or through Updates, then create, target, schedule, and measure every message from one dashboard.

5 ways to reach your customers

Pick the format that fits the moment:

• Chat - start a targeted Messenger conversation while someone is active in your product, with replies that flow into your Inbox

• Banner - keep an important notice visible at the top or bottom of your site or app

• Email - reach users in their inbox when the message shouldn't wait for their next session

• Survey - collect structured, in-context feedback without sending people to a separate form

• Updates (previously Changelog) - publish release notes to your Updates page, in-app widgets, and email subscribers

Whatever you're announcing, onboarding, or asking, there's a message type built for it.

Precise targeting & flexible scheduling

Decide exactly who sees each message, where, and when.

• Target by audience type (users, leads, and visitors) and customer attributes, with grouped AND/OR rules

• Trigger in-app messages by page URL, time on page, or CSS selector

• Choose dynamic audiences that update as people match, or lock the audience at activation

• Start now or schedule ahead, send once, on a recurring schedule, or every time someone matches, and limit sends to office hours or custom windows

Show the right message in the right context, instead of blasting everyone at once.

Manage and measure everything in one place

Every Outbound message lives in a single dashboard that your team can filter, sort, and customize.

• Save views to turn important filters into reusable working lists

• Track engagement per message, from opens and clicks to replies and survey responses

• Review structured Survey results and export to CSV

• Localize any message to automatically show in your users’ native languages

Outbound works with the rest of Featurebase from day one: Chat conversations continue in your Inbox, Surveys use your existing Survey widget, and Updates keep their current page, widgets, and subscribers.

Get started with guides from our Outbound documentation.

As always, leave us feedback! 💫