Fathom integration
Connect Fathom to import feedback from your recorded customer calls into Featurebase.
Written By Markus Palm
Last updated 4 days ago
Overview
Connect Fathom to bring feedback from your customer calls into Featurebase automatically. Your team no longer has to write up notes or submit feedback after every sales, customer success, or product call.
Autopilot reads each transcript, pulls out the feedback, and links it to the right Requests as Insights. New ideas get their own Requests, visible only to your team, and anything Autopilot isn't sure about waits for you in Triage. You stay in full control of what reaches your Feedback Portal.
Note: Call recorder integrations are in beta.
Setting up the Fathom integration
You need permission to manage integrations in Featurebase and a Fathom account that can view your team's customer calls.
In Fathom, go to User Settings → API Access
Generate an API key and copy it
In Featurebase, go to Settings → Integrations
Select Call recordings and click 'Connect' on the Fathom card
Paste your key into API key
Click 'Connect and import last 30 days'
Featurebase checks the key with Fathom and starts the import. The Fathom settings open and show the import progress. If Fathom rejects the key, Featurebase shows the reason so you can fix it.
In the Fathom settings, Only calls with customers is on by default and skips calls where everyone is from your team. Featurebase uses Fathom's own label, which marks a call as external when at least one calendar invitee is from outside your company.
To import calls from specific Fathom teams only, select them under Teams. All teams is the default.
Click 'Save' after you change a setting. To change the settings later, click 'Configure' on the Fathom card in Settings → Integrations. Changes apply to calls that Featurebase has not checked yet.
Note: Each Fathom API key belongs to one user. Featurebase can import only the calls that this user can view in Fathom, including calls shared with them or their team. To include all your team's customer calls, use the key of a Fathom admin with view access to all teams.
How it works
When you connect, Featurebase imports finished calls from the last 30 days. New calls then appear in Triage about 10 minutes after Fathom finishes the transcript.
How much Autopilot handles on its own depends on your automation level. Featurebase attributes the feedback to the customer who spoke most, when that person already exists in your Workspace. Collecting feedback from customer calls explains how to review call feedback, how attribution works, and what stays private.
FAQs
Why is a call missing from Triage?
Why is a call missing from Triage?
Check these common causes:
Fathom has not finished the transcript. New calls arrive about 10 minutes after it does
Everyone on the call is from your team, and Only calls with customers is on
The transcript has fewer than 300 words
The call belongs to a team you did not select under Teams
The owner of the API key cannot view the call in Fathom
The first import is still running. The Fathom settings show its progress
What do the sync statuses mean?
What do the sync statuses mean?
Click 'Configure' on the Fathom card in Settings → Integrations to see the status. During the first import, the settings show how many calls Featurebase Reviewed, how many it Skipped as internal or short, and how much Feedback found. The status line shows one of these states:
Synced: Featurebase is up to date and shows how many calls it reviewed and how many feedback items it created
Import delayed · retrying or Sync delayed · retrying: Fathom did not respond. Featurebase retries automatically
Import did not finish · retrying: The first import stopped early. Featurebase keeps trying on the next sync
Not syncing: Fathom rejected the key. Reconnect Fathom with a new key
What does "Reconnection required" mean?
What does "Reconnection required" mean?
Fathom rejected the key, for example because it was deleted or expired. To reconnect:
Click 'Reconnect' in the Fathom settings
Paste the new key and click 'Reconnect'
Featurebase resumes where it stopped and picks up the calls from the gap. The new key can come from a different Fathom user.
What happens when the key's owner leaves Fathom?
What happens when the key's owner leaves Fathom?
Fathom stops accepting a key when its user is deactivated. The Fathom settings in Featurebase then show Reconnection required. Reconnect Fathom with a key from another user who can view your team's customer calls.
How do I uninstall Fathom?
How do I uninstall Fathom?
Click 'Configure' on the Fathom card, click 'Uninstall', and confirm. Featurebase stops importing calls from Fathom and forgets the key. Transcripts that are still waiting to be processed are deleted, and feedback that was already created stays in Featurebase.
Still need help? Ask the team