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When Fibi AI asks for a human, it’ll say an automated response of “For further assistance, I can connect you with the &lt;team name&gt; team.“I’d like to customize this message, as the Handover might not make sense in some contexts.

Completed

In Review

Customize the automated Handover message - when Fibi AI asks for a human

DEEPESH LAKHERA

I would like the ability to configure the Fibi Agent to automatically hand over conversations to a human agent based on specific topics or keywords discussed within the chat.For example, if a customer asks about a refund, the system should automatically escalate to a human support agent rather than providing general information.This would ensure critical or sensitive inquiries are immediately directed to the appropriate human team.

Option to set and describe Conversation Topics that would/wouldn't trigger an Automatic Handoff to a Human

Wilco

I want Fibi to have voice capabilities so I can get my customers to engage with the bot via voice chat and receive voice responses instead of just text-based interactions. This would provide a more engaging experience for users who prefer voice over text.

Support channels

Voice capabilities for Fibi AI Agent (Voice Chat/Response)

I want an option or setting to let Fibi AI agent automatically create feature requests/posts in Featurebase directly from customer conversations.This is important because it would fully automate logging feedback.

Fibi AI agent automatically create feature requests from conversations

Product team

Love Custom Actions, that said if we’re going to use it to interact directly with our platform like in your trial extension example we would need some kind of obfuscation or basic secrets method for the Auth (API keys, Bearers).

Secrets for Custom Fibi Actions

Nic Acton

We’re getting a lot of posts from the AI bot that request features that we already have. We would prefer the bot escalate to a team member instead of automatically creating posts.

Setting to disable AI Agent automatically creating feedback posts

Josh Biller

I need a way to test my Fibi agent without publishing it publicly.I am looking for a private or staging environment to test its functionality before making it live.

[Fibi AI Playground] Private testing environment for Fibi agent

Abbe Sala

I want to be able to configure a unique name and specific custom instructions for the Fibi AI Agent for each individual brand in a multi-brand setup. Currently, these settings are global, but for a true multi-brand experience, Fibi should be able to have a different identity (name and personality) depending on which brand's Messenger or Help Center the customer is interacting with.

Per-brand Fibi name and custom instructions

Arina

I want Fibi to be able to send images and screenshots from help articles directly in the chat. This would help me understand instructions much better when visual aids are available in the documentation.

Fibi AI: Send images/screenshots from help articles

I had someone chat in right after we closed on a Friday and it said we would be back in 60+ hours. I would just like it to say something like “we’ll be back on Monday” or even the next business day

Better language around out of office notice

An Anonymous User

There should be a way to configure Fibi's follow-up behavior, including options like:<ul><li>Fibi will confirm whether the user still needs assistance - Fibi asks a short follow-up question after answering, such as “Did that answer your question?”</li><li>Fibi will offer escalation - Fibi checks in and offers to connect the user with a teammate if they still need help.</li><li>No follow-up - Fibi sends only the main answer and does not send follow-up prompts or idle nudges.</li></ul>Fibi, currently always sends follow-up prompts and idle nudges based on internal logic, but there is no surfaced setting to disable or customize that behavior.

Fibi follow-up setting customization

Markus from Featurebase

The ability to provide the support messenger AI with additional contextual data about the user. This could be taken from their user attributes or passed to the support module at the time of sending a message. User Cases The user does/doesn’t have a subscription and therefore the AI can respond apprioty when a user asks about a paid feature (not saying they already have it when they don’t and vice versa). Knowing which page the user is currently on and maybe even more specific details. A user will often ask about something they are currently looking at and the AI should be aware of that. A user might be using an old version of your software, the AI should know this so that debugging can be aware that the problem has already been fixed in a newer version.

Support Messenger User Context

Luke Inderwick

<h2>Scenario</h2>Sometimes Fibi can’t answer a of question specific topic due to Help Center article not existing for that topic.If many similar un-answerable questions accrue, then Fibi should be able to create a Request for an Article for given topic, so it can be more helpful in the future.<h2>Solution</h2><ul><li><code>Unanswered topics</code> section in the Inbox with an option to <code>Create an article for the topic</code></li></ul><ul><li>Fibi will convert unanswered questions, that seem relevant to the product, into topics that will be collected into the Unanswered topics section</li></ul>

Automatic article gap detection for Fibi AI

Erik Kaljumäe

Allow Fibi to automatically set conversation tags based on conversation context, similar to how conversation attributes can currently be detected and updated by AI.Today, tags can be applied through workflow rules such as keywords or explicit tag actions, which does not cover cases where the correct tag depends on understanding the full conversation.

AI-detected conversation tags

Slava

I want the AI agent (Fibi) to be able to read and extract information from tables in the help center. Currently, it seems to only process plain text, which means important data stored in tables is missed during AI searches and chat interactions. This is important because many of our technical specifications and pricing details are in tables.

Fibi AI Table Parsing in Help Center

Pavel

Teams need to give Fibi and Copilot detailed context that should not be published as Help Center content. Today this knowledge is managed separately in Fibi Training Data and does not behave like first-class, reusable content.Add dedicated internal content types to the shared Knowledge area, similar to Intercom:<ul><li>Internal article: long-form, richly formatted knowledge for procedures, policies, product details, troubleshooting, and other material that should remain private.</li><li>Internal snippet: short, reusable facts or instructions that do not need a full article.</li></ul>For every internal article or snippet, let teammates independently enable or disable whether it can be used by:<ul><li>Fibi AI Agent</li><li>Copilot</li><li>Other AI or support surfaces added in the future</li></ul>Internal content must never appear publicly in the Help Center. It should still use the same high-quality editor and management model as public Help Center articles, rather than the current separate Training Data format.Internal articles and snippets should be searchable, filterable, organized, and show useful metadata such as where they are used, owner, language, and last updated date. They should also be fully manageable through the API and MCP.This is one part of the broader <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/unified-knowledge-management-for-help-center-and-fibi-ai-agent">unified knowledge management for Help Center and Fibi AI Agent</a> direction.

Internal articles and snippets for Fibi and Copilot

Rework customer support AI Fibi to be more reliable and fast.

Improve Fibi accuracy, reliability & speed

Kajsa

Use Fibi AI to automatically classify incoming conversations into defined <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/articles/4910121-conversation-data-attributes-cvdas-in-the-inbox">attributes</a> - so you can route faster and act smarter. Automatically fill in custom fields like product, priority, or issue type based on conversation content with AI to save time for human agents.

AI conversation attribute categorization

Allow teams to select existing AI answers and use them as training signals for future responses by clicking “Improve answer” and inserting the ideal answer.This would let teams tell Fibi “this is the correct answer” and have it respond similarly next time, without needing to update help articles or add separate guidance.

Train/correct Fibi AI on its existing answers

I would like to turn off the auto-solving questions from Fibi AI.Specifically, I'd like for Fibi to leave questions open until a human manually closes the conversation, not marking anything as resolved automatically.Additional improvement would be to customize the timer before closing the conversation as well.

J'aimerais désactiver la résolution automatique des questions par l'IA Fibi.Plus précisément, j'aimerais que Fibi laisse les questions ouvertes jusqu'à ce qu'un humain ferme manuellement la conversation, sans marquer automatiquement les questions comme résolues.Une autre amélioration consisterait à personnaliser le délai avant la fermeture de la conversation.

Réglage pour contrôler la résolution automatique (fermeture automatique) et la résolution des conversations de Fibi

Setting to Control Fibi's auto-solving (auto closing) and conversation resolution

Fernando Santos

The avatar in the chat with Fibi doesn’t seem customizable. Uploading our own WebP/SVG would be great.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/684141cca6187e8b3a4d830e/01973ee7-5dc2-7a89-b1c9-2d0dd6f3d81c/b64u-aW1hZ2UucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/684141cca6187e8b3a4d830e/01973ee7-5dc2-7a89-b1c9-2d0dd6f3d81c/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260822T210000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260822%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=711fc9431d5ae9e589a628d3b4cd6af4179386f3b68aa0f5d7a8e9ed4bac4548" data-featurebase-content-filename="image.png">

Customize Fibi's Avatar

Roy van Empel

As mentioned in <span data-type="mention" class="dark:bg-border bg-[#E9ECF1] px-1 py-0.5 text-sm shadow-none rounded-md" data-id="eyJhcnRpY2xlSWQiOiIzNDAzODYzIiwiaGVscENlbnRlcklkIjoicWRmOWh0b2p5ejByaWJ3cCIsIm9yZ2FuaXphdGlvbklkIjoiNWZlYmRlMTJkYzU2ZDYwMDEyZDQ3ZGI2IiwibG9jYWxlIjoiZW4iLCJzdGF0ZSI6ImxpdmUifQ==-article" data-label="Custom training content for Fibi AI Agent">@Custom training content for Fibi AI Agent that there is no automatic recrawler implemented yet. Could this be solved by adding a button to refresh/ re crawl the list websites ? this can be help helpful to trigger the process manually instead of removing and adding the website links.

Recrawl Fibi custom data

Mustafa Jafar

Fibi should automatically follow up with customers after a certain time to see if they got the answer or not, and if they need to be connected with a human.This should be customizable, e.g., different time periods, option to offer human and not, etc.

Automated follow-up from Fibi to see if customer got answer

Users should be able to configure the Featurebase messenger bot to share pictures when relevant information is available, enhancing the bot's ability to provide comprehensive answers and visual context.

Allow Messenger Fibi Bot to Share Pictures

Richa Verma

We have the “Greeting &amp; Introduction” and “Default language” settings set to “Dutch” and it’s still starting the chat in english.<img data-width="75%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/68301f596afb6715021c8aa8/0196fbf8-3579-7a34-83c8-aee736d3c80d/b64u-aW1hZ2UucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/68301f596afb6715021c8aa8/0196fbf8-3579-7a34-83c8-aee736d3c80d/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260822T210000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260822%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=5b02a68c9a6426e580c03015e2b9e1512405b9b7a4b23d36be90614bc2cc02e8" data-featurebase-content-filename="image.png"><img data-width="75%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/68301f596afb6715021c8aa8/0196fbf9-f61c-703c-9510-1134bfe282ce/b64u-aW1hZ2UucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/68301f596afb6715021c8aa8/0196fbf9-f61c-703c-9510-1134bfe282ce/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260822T210000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260822%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=3ca58a28057a7e445f81583158d38975be65a52b9431b06999912461f2e0260c" data-featurebase-content-filename="image.png">

Translations

Change default fibi message language

Newlines such as \n visible in output

Robi Rohumaa

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