Overview

The Support Inbox is built to help your team respond faster, collaborate smarter, and automate your support with AI workflows.

Learn to set it up for your team and your own individual needs to get the context you need so you can support your customers faster.

General Inbox setup

1

Connect your support channels

Set up the Messenger widget

Provide frictionless support directly from your product, with Messenger, which allows your customers to chat with you, view help articles, access Updates, submit feedback, and more.

• Messenger installation

• Set up & customize the Messenger

Connect your support email

Want to enable customers to contact you via support email (e.g. support@yourcompany.com) directly inside the Featurebase Inbox? You can forward incoming emails to your Inbox and centralize all support in one place – ready to assign, respond to, and organize just like any other message.

• Custom email sending address

• Automatically forward emails to the Support Inbox

2

Set up team inboxes

Team inboxes help you better divide the workload and maintain a focused view of relevant conversations. You can assign conversations to a team, rather than an individual teammate.

Every team has its own inbox, so members can easily see and manage the conversations assigned to the group. In a team view, you’ll only get notifications about conversations assigned to that team. You can configure teams from Settings → Members and teams → Teams.

Learn to set up teams: Setting up team inboxes

3

Set your office hours & expected response time

Set default office hours and share your reply time, so you can manage customers’ expectations and they know when you're out of the office.

• Set your default office hours

• Share your expected response time

4

Configure & learn to use AI replies & Macros

AI replies and macros are one of the most powerful features of the Featurebase Inbox, enabling you to answer customers in just seconds with CMD+K on Mac (CTRL+K on Windows):

• AI replies: Instantly draft responses to customers’ messages using their background context, your Help Center, and past responses to generate smart replies in your tone of voice

• Macros: Create reusable message templates to reduce your team’s time answering repetitive questions. You can configure Macros from Settings → Support → Macros.

Learn more from here: AI replies & Macros

Tip: Answering customers can now just be a couple of keystrokes and two words, as shown in the video: CMD+K → type some words + Enter + CMD+Enter

Boost efficiency with Workflows

Workflows let you automate repetitive support tasks for your team with a no-code visual builder - right inside Featurebase.

Build inbox automations using Workflows to automate repetitive processes for your team. These can take actions on conversations (tag, close, assign, etc.), use conditional rules or branching, and track SLAs.

Learn more from here: Build inbox automations using Workflows

Personal preferences setup

Every teammate in your Featurebase workspace can choose their own unique combination of apps and information to display on the inbox, so your support team can easily troubleshoot issues or report bugs, and your sales team can set up demos or start trials for new customers.

Customize left sidebar

Use Manage sidebar at the bottom of the Inbox sidebar to keep the navigation focused on the queues and folders you use most.

1. Open the Inbox

2. Click Manage sidebar at the bottom of the left sidebar

3. In Inboxes and Folders, choose the items you want to show, hide, pin, or reorder

4. Close the panel when you are finished

The panel lists the items available to you in this workspace:

• Inboxes: My inbox, All messages, Created by me, and Unassigned. Workload and Spam appear when they are available to your teammate and workspace

• Folders: Views (including your available saved views), Team inboxes, AI Agent, and Teammates

Use the eye icon to show or hide an item. Use the pin icon to move an item to the top of its own group. Drag the handle to reorder items within the pinned or unpinned part of that group. Pin or unpin an item first if you want to move it between those two parts.

Your left-sidebar preferences are personal to you within the workspace. They follow you across devices and take effect in the Inbox when you close the customization panel. They do not change what your teammates see.

You can also create custom Inbox views to group the conversations you care about, such as urgent issues, your team's queue, or conversations tagged with a specific topic.

Customizing conversation details

Context is key to providing the best possible customer experience. You can customize your conversation details to show the exact information you need, and perform actions directly in external tools without needing to leave the conversation.

Choosing which attributes are visible

With User and Company details, you can also specify exactly which attributes you want to see. Just click “Show all” below the list. Then, use the pin icon to toggle visibility on and off, and click the back arrow at the top when you’re finished.

Reordering apps

You can also reorder the app tabs to have them closer at hand when chatting with your customers. To do that, simply use the three dots that appear beside the app name and drag the app into the desired position.

Configure your notification preferences

Notifications help you stay on top of customer conversations, ensuring you never miss an important support request.

Each teammate in your workspace can individually manage their desktop, email, and mobile support notifications from Settings → Notifications.

Learn more: Teammate notifications for support