Follow the development progress of our Support platform:

Backlog

Planned

Next up

In Progress

Done

Help Desk

Fully bring the Featurebase messenger experience to your Microsoft teams and provide support seamlessly to users wherever they are.<ul><li>Answer to customers in Microsoft Teams thorugh Featurebase inbox interface</li><li>Create posts from requests in Microsoft Teams automatically</li></ul>etc.

In Review

Microsoft Teams integration for support module

Markus from Featurebase

Fully bring the Featurebase messenger experience to your Discord channel and provide support seamlessly to users wherever they are.<ul><li>A bot in Discord that can respond to customers’ requests</li><li>Sync posts between discord forum and Featurebase</li><li>Answer to customers in Discord from FB messenger and post comments interface</li></ul>etc.

Discord integration for support module

Implement a system to allow users to rate chat interactions, similar to how knowledge base articles are rated. This would provide valuable feedback on the quality of support provided through the chat widget.We would also like to use conditional logic like for Knowledge Base, where if someone badly rates a conversation they are prompted to tell us why.

Chat Rating Functionality

Edith Henry

Get new message notifications to Slack

Start a conversation with the support chat from a feedback post

Start a live chat conversation with users from a feedback post

Tommy Giesbrecht

When Fibi triggers a handover aka requests for a human, then I’d like to display a custom message.

[Workflow Trigger] Trigger for Handover initiated by Fibi

DEEPESH LAKHERA

Allows users to download transcript from the chat

I want to be able to filter analytics in Support by user attributes (e.g., Role, Priority, Topic).For example, if we set a 'Role' attribute to 'dispatcher', we want to see how many requests came from dispatchers, what their priority was, and what topics they contacted us about.This is important for understanding request volume and trends across different user segments.

[Analytics] Filter analytics by user & conversation attributes

Andrii Bandiak

Currently, the Macro system lacks folder or category grouping, which makes managing and finding the right macro challenging.Users often rely on emojis and long titles to distinguish macros, but this approach is not intuitive and makes selecting the appropriate macro feel like guessing.Enhancing the macro search with folder support or better organizational features (such as tags or nested categories) would greatly improve usability, speed up response times, and reduce errors in macro selection.

Organize Macros

Lucas

Support embedding Messenger on iOS and Android mobile apps

Support embedding Messenger on mobile apps

The old All-In-One widget lets users submit feedback and new ideas directly from the widget. We’ve configured it so there’s a button for new ideas and to submit issues. Currently, the new support widget home cards do not support this, so we would lose this key capability if we switch over.

Feedback Card for Messenger

Alex Z

We’d need the ability to bulk export multiple chat conversations to analyze trends, identify frequently asked questions, and understand inquiries related to specific modules. This would allow for better insights into customer interactions and product areas.

Bulk export support conversations for analysis

Support Team

Automatically scan incoming messages for phishing, malware, and suspicious links. Flag high-risk messages to a Spam folder, allow marking as “Not spam” to restore, and auto-delete spam after a set time.

Spam folder + automatic spam filtering for Inbox

Have users rate Fibi AI's response quality to get more data on what to improve and how Fibi AI is working.

Fibi AI CSAT

You can already <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/articles/6372175-importing-your-help-center">migrate the Help Center from Zendesk</a>, but users would also like to migrate tickets.

Automated conversations migration from Zendesk

<ul><li>Be able to choose speicif URLs where customers can only start conversations<ul><li>For example, the conversation starting button is only shown when visitor is on the /book-demo page</li></ul></li><li>Be able to define segments or certain users via attributes that can start the conversations<ul><li>For example, they have to match the paying customer segment</li></ul></li><li>Let visitors start a conversation after a 😞 reaction in Help articles<ul><li>Add a toggle to the Inbound volume tab in the settings to allow users who reacted 😞 to an article to start a conversation even if they otherwise wouldn’t have that access</li></ul></li></ul>

Control who can see & start conversations in the Messenger widget

We use Intercom + Linear today linking conversation to Linear issues. This allows reopening the conversation when the issue is updated and keeping the CS team up to date with every status. If we could do this in Featurebase, we would move our support here.

Linear Integration with support conversations

Santiago Romero

Integrate with WhatsApp Business to enable it as a support channel within Featurebase, allowing users to receive and manage support requests via WhatsApp.

WhatsApp Business ile entegre ederek Featurebase içinde bir destek kanalı olarak etkinleştirin ve kullanıcıların WhatsApp üzerinden destek taleplerini almasına ve yönetmesine olanak tanıyın.

Destek için WhatsApp Entegrasyonu

WhatsApp Integration for Support

Indigo Coral

Currently, outgoing support emails in Featurebase automatically use the individual team member’s name as the sender. For our use case and likely many others we prefer all support emails from the support inbox to show a generic sender name (e.g., “Support {Organization}”), rather than an employee’s name.Could you add an option to customize and set the sender name for support inboxes, so all outgoing messages display the desired team or company name instead of the personal user’s name?Thank you for considering this improvement!

Customizable sender name for team inbox

Simon van beldoo

You can already <a target="_blank" rel="noopener noreferrer nofollow" class="deocrated-link link" href="https://help.featurebase.app/en/articles/6372175-importing-your-help-center">migrate the Help Center from Intercom</a>, but users would also like to migrate tickets.

Automated conversations migration from intercom

A couple of use cases I have:<ol><li>End user reports an issue which requires opening a support thread with another provider, it’d be helpful to see both conversations in one place.</li><li>Some providers (like Stripe) send a new email on every reply, rather than using the same email thread, which introduces a lot of clutter in the inbox with every reply.</li></ol>

Support merging conversations / tickets

Amr from Lunch Flow

<ul><li>Allow closing, snoozing, and marking chats as priority quickly from the chat list</li><li>Also, allow bulk actions for chats: <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/option-to-delete-conversation-when-testing-conversation-functionality-or-theres">deleting</a>, tagging, assigning, etc</li></ul>

Bulk actions for conversations

All email leads are identified as "customers" instead of "leads". Workflows are not working properly because everyone from email are considered a customer.

ASAP

All email leads are identified as "customers" instead of "leads"

Currently when opening a short changelog release in the Messenger widget, it extends all the way leaving an awkward-looking space.Adjust the changelog card lenght in the messenger according to it's lenght.<video data-width="100%" data-align="left" data-featurebase-content-key="eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJvYmplY3RLZXkiOiIwMTlhMDNkMC1kZDZkLTc0NWQtYjZjYy1iMTEwNDU5ODgxZTYiLCJ0eXBlIjoidmlkZW8tdXJsIiwicmVzb3VyY2VJZCI6IjY4ZjZiY2UwNmYxZGM3NDM0MjdjZDBmMiIsInJlc291cmNlVHlwZSI6InBvc3QiLCJvcmdJZCI6IjVmZWJkZTEyZGM1NmQ2MDAxMmQ0N2RiNiIsImlhdCI6MTc2MTAwMDY3Mn0.6RA2HTicyuMuhAyQ-MS1JZTn3VwrBDDS1xxZE3HTq8Q" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/videos/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJvYmplY3RLZXkiOiIwMTlhMDNkMC1kZDZkLTc0NWQtYjZjYy1iMTEwNDU5ODgxZTYiLCJleHAiOjE3ODM3NTY4MDAsInR5cGUiOiJ2aWRlby11cmwiLCJvcmdJZCI6IjVmZWJkZTEyZGM1NmQ2MDAxMmQ0N2RiNiIsInJlc291cmNlSWQiOiI2OGY2YmNlMDZmMWRjNzQzNDI3Y2QwZjIiLCJyZXNvdXJjZVR5cGUiOiJwb3N0In0.hQuEqGb6OFZb-ywrGdQKhLaSg1jR2fE5yje_1oVPqGU/manifest.mpd"></video>

Changelog card lenght bug in Messenger

We already have a “<a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/articles/0496161-prevent-replies-after-you-close-a-conversation">prevent visitors from replying to closed conversations</a>” setting for the Messenger, but there should also be a separate option for tickets.

Setting to prevent replies to closed tickets

<ul><li>Either don’t allow adding more than 3 articles, since over that, the Messenger doesn’t show, or…</li><li>Allow adding more than 3 articles and support this in the Messenger…</li></ul><img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/68a88bcbcbe073e491352ce8/0198d25f-74f6-7f50-a9a3-4ebcc4c892c1/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjIgYXQgMTguMjAuNDgucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/68a88bcbcbe073e491352ce8/0198d25f-74f6-7f50-a9a3-4ebcc4c892c1/b64u-Q2xlYW5TaG90IDIwMjUtMDgtMjIgYXQgMTguMjAuNDgucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260711T070000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260711%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=938ab4503eb5cd1eb74fa937d709c1d472708bb1e6dc72b58b8ded01bb3f5411" data-featurebase-content-filename="CleanShot 2025-08-22 at 18.20.48.png">

Messenger widget featured articles bug!

I want to be able to reuse complex conditions (like a saved segment or a group of filters) across different workflows. For example, if I have a condition like 'email contains any of 6 definitions', I don't want to have to recreate that logic in every single workflow. It would be much easier to just select a 'Segment' or a 'Saved Condition' as a branch criteria.

Reusable conditions / Segments in Workflows

Make support reporting more advanced &amp; add more support metrics including:<ul><li>Reopen rate - the percentage of conversations that users reopened</li><li>Agent Handling Time / Active Work Time - the total time an agent actively worked on a conversation (read, responded, updated status, added comments)</li><li>One-touch tickets - tickets that were resolved after only one interaction (one agent message), without further clarification or repeated user requests.</li><li>Chats missed is a metric that shows the number of incoming chats that agents did not respond to in time or did not respond to at all.</li><li>CSAT (Customer Satisfaction survey results)</li><li>SLA breach rate and compliance</li><li>Distribution by product area or label/tag</li><li>Volume and breakdown by company, customer segment/tier</li></ul>AI-powered insights:<ul><li>Automated sentiment/theme clustering</li><li>Volume and trend detection</li></ul>

Advanced support reporting & analytics

Fully bring the Featurebase messenger experience to your Slack channel and provide support seamlessly to users wherever they are.<ul><li>A bot in Slack that can respond to customers’ requests</li><li>Create posts from requests in slack automatically</li><li>Answer to customers in Slack from FB messenger interface</li></ul>etc.

Полностью интегрируйте мессенджер Featurebase в свой канал Slack и обеспечивайте бесперебойную поддержку пользователей, где бы они ни находились.<ul><li>Бот в Slack, способный отвечать на запросы клиентов</li><li>Автоматически создавайте сообщения в Slack на основе запросов</li><li>Отвечайте клиентам в Slack прямо из интерфейса мессенджера Facebook</li></ul>и т. д.

Интеграция со Slack для модуля поддержки

Slack integration for support module

<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/682ca3a93d761cbcc70376be/0196ee5e-042e-75d0-bb52-f6de20faa3a5/b64u-aW1hZ2UucG5n.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/682ca3a93d761cbcc70376be/0196ee5e-042e-75d0-bb52-f6de20faa3a5/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260711T070000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260711%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=27c4182703d7f29535adec81992b44f155a174deb3c991dc95f5ad7fdd516cf6" data-featurebase-content-filename="image.png"> I believe there is a bug that is not allowing me to edit “Background Color“ or “Primary Color“ for both light and dark modes in the Customization → Styling tab. When I put my cursor in either text box, I cannot edit the existing hex colors.

Cannot Edit Background and Primary Colors

Chad McGuire (Sparrow Intel)

Update: the support platform is now out of closed beta and available for everyone! You can enable it from <a target="_blank" rel="noopener noreferrer nofollow" class="dark:hover:underline decoration-indigo-400/60 link" href="https://auth.featurebase.app/choose-org?redirect=/settings/support/general">Settings → Support → General</a>.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png" data-featurebase-content-filename="image.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260711T070000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260711%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=25fc10aa183053c3f634e908e672b2c61b5862953f606aeb6cd164d2864b8bd0">

Μονάδα ζωντανής συνομιλίας &amp; γραφείου βοήθειας

Live chat & help desk module

Uuendus: tugiteenuse platvorm on nüüd väljunud suletud beetaversioonist ja kättesaadav kõigile! Saad selle sisse lülitada menüüs <a target="_blank" rel="noopener noreferrer nofollow" class="dark:hover:underline decoration-indigo-400/60 link" href="https://auth.featurebase.app/choose-org?redirect=/settings/support/general">„Seaded“ → „Tugi“ → „Üldine</a>“.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png" data-featurebase-content-filename="image.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/6705690ac3d5e652609dd482/01966814-0178-7163-bcdd-537f07f128d9/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260711T070000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260711%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=25fc10aa183053c3f634e908e672b2c61b5862953f606aeb6cd164d2864b8bd0">

Reaalajas vestlus ja klienditoe moodul

Module de chat et d'assistance en ligne

Completed

Bruno from Featurebase

Users should have the ability to automatically send a CSAT survey to a contact immediately after a conversation is closed. This would streamline the feedback collection process and provide timely insights into customer satisfaction with support interactions.

Automate CSAT survey after conversation closure

Silver Scone

Would be nice to answer support tickets on the go and all that

Mobile app for the Support Platform

Set up custom automations and workflows based on the rules you define, like:<ul><li>Assigning chats automatically to the correct teammates / teams</li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/auto-close-abondoned-workflow-conversations-setting">Auto-close conversations</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/service-level-agreements-slas">SLAs</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/automated-follow-up-from-fibi-to-see-if-customer-got">Automatic follow-up questions from Fibi</a></li><li><a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://feedback.featurebase.app/p/email-ticket-autoreply">Email ticket autoreplies</a></li><li>etc</li></ul>

Workflows & automations for the Support Platform

Support module webhooks can help teams create custom notification and actionable systems around the module. This can help reduce response times and ensure that all conversations are handled well.Supported events<ul><li>Conversation is started</li><li>Message is received</li><li>Reply is sent</li><li>Conversation is resolved</li><li>Handover requested</li></ul>Potential usage<ul><li>Custom notifications (i.e., Teams, Slack Discord) for specific events</li><li>Custom use of AI to process feedback and auto-create Linear issues</li><li>Track conversations in external tools (i.e., Linear, Planner, Asana)</li></ul>Requested data in event (beyond the obvious)<ul><li>Link to open conversation in support module</li></ul>

Support Module Webhooks

Implement a general email-to-ticket system within Featurebase. This system should allow users to connect any support email inbox. Incoming emails to this inbox would automatically create new 'tickets' within Featurebase, each assigned a unique, sequential ticket ID. This functionality would enable teams and clients to easily reference specific support inquiries (e.g., "As a followup of ticket #123"), streamlining communication and potentially replacing the need for a separate, expensive ticketing system.

Implementieren Sie ein allgemeines E-Mail-zu-Ticket-System innerhalb von Featurebase. Dieses System sollte es Benutzern ermöglichen, jeden beliebigen Support-E-Mail-Posteingang anzubinden. Eingehende E-Mails an diesen Posteingang würden automatisch neue „Tickets“ in Featurebase erstellen, denen jeweils eine eindeutige, fortlaufende Ticket-ID zugewiesen wird. Diese Funktion würde es Teams und Kunden ermöglichen, leicht auf bestimmte Supportanfragen Bezug zu nehmen (z. B. „Als Folge von Ticket Nr. 123“), wodurch die Kommunikation optimiert und möglicherweise die Notwendigkeit eines separaten, teuren Ticketingsystems ersetzt würde.

Ticketingsystem mit eindeutigen öffentlichen IDs

Ticketing system with unique public IDs

Amber Sandwich

We would need to have API support for the Support Platform, allowing us to create custom forms for our customers to submit requests through, which we could sync to Featurebase Inbox.

API for support platform

Klem (FulGaz)

Customizing the sender signature for support emails

It would be very helpful and needed to see from which page the user started the conversation from.

See the page where user initiated the conversation from

Be able to create different custom views for the support inbox based on filters like:<ul><li>Assignees</li><li>Customer segments</li><li>Conversation tags</li><li>Conversation data attributes</li><li>Conversation topics</li><li>etc.</li></ul>Also you should ideally be able to use custom synced data to create views.

Customizable inbox views

When a customer starts the conversation - customize the automated message reply

Customize the automated reply message

Shawaze Ahmer

Help Center

Improved

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