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A dedicated tool or dashboard to evaluate and perform quality checks on Fibi AI agent responses, potentially including metrics or a structured review process.

In Review

Fibi AI Agent Response Quality Evaluation and Checking Tool

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

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.

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

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

Markus from Featurebase

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

I would like a feature to capture customer feedback sentiment (e.g., thumbs up/down or a custom yes/no question) on the responses provided by the Fibi AI agent.This would help us automate the QA process and improve the training of the agent, reducing the manual effort required to evaluate response accuracy.

AI Agent Response Feedback for QA and Training

Get new message notifications to Slack

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.

Microsoft Teams integration for support module

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

If the widget is being used on different platforms, or by multiple solutions under the same organization, then metadata fields would help identifying - where the conversation is coming fromExample<pre><code>type metadata = {
 appName: "mobile-app" | "webapp" | "mobile-app-super" | "webapp-super",
 domain: "example.com" | "subdomain.example.com"
}</code></pre>

Metadata field support for the widget

Max Boender

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.<img data-width="100%" data-align="left" data-featurebase-content-key="5febde12dc56d60012d47db6/post/6830b9b147ff84b6e47dc8a1/0196fe54-4d1c-7f14-868b-d541a0bd8f54/b64u-aW1hZ2UucG5n.png" data-featurebase-content-filename="image.png" src="https://5febde12dc56d60012d47db6.featurebase-attachments.com/c/post/6830b9b147ff84b6e47dc8a1/0196fe54-4d1c-7f14-868b-d541a0bd8f54/b64u-aW1hZ2UucG5n.png?X-Amz-Expires=3600&amp;X-Amz-Date=20260225T190000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260225%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=ce6edf6ab424af9383be4f1c0b256f843dddbe19ac2623f1d472a9052d7d07c1">

Feedback Card for Messenger

Alex Z

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

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

Allow the AI bot to learn from completed live chat conversations and support tickets. By analyzing successful human agent interactions, the AI can improve its understanding of user issues and learn effective resolution strategies, excluding its own previous responses to focus on human expertise.

Improve AI bot with closed conversations

Cameron Kolick

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

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

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

<ul><li>I don’t want to open any chats, I want to search for an article and get an answer summary right in the search bar</li><li>We have this feature and unique advantage already, we should do it…</li></ul>

AI help center search support in widget

I would like the workflow action to have multi-language support, so it's possible to enter text in multiple languages, such as Dutch and English, i.e. adding translations.

Multi-language support for Workflows

Printwebwinkel

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

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

While you can already <a target="_blank" rel="noopener noreferrer nofollow" class="link" href="https://help.featurebase.app/en/articles/5186397-starting-a-conversation-from-the-inbox">create new messages individually to your users</a>, there’s currently no way to run outbound messages and notifications to large user groups.It would be useful to be able to quickly inform users about outages, urgent updates, etc.

Outbound push notifications / banners

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.

Slack integration for support module

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

Customizing the sender signature for support emails

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.

Ticketing system with unique public IDs

Amber Sandwich

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=20260225T190000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260225%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=519cf2218881e52548f65c8ec6bfab04745da8cf1d53e6ef5eceebccb3ddc8a5">

Μονάδα ζωντανής συνομιλίας &amp; γραφείου βοήθειας

Live chat & help desk module

Module de chat et d'assistance en ligne

Completed

Bruno from Featurebase

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

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

Mobile app for the Support Platform

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

Customize the automated reply message

Shawaze Ahmer

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)

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

When a support request is received via email, it would be great to set up and customise autoreply acknowledging that the email was received and we will get back to it; Can even include information about expected reply time/office hours like chat conversations.

Email auto replies for support conversations

Lukas

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=20260225T190000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260225%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=81b5a36b174fcf1b569ecd0b5de2272d5936982c4fd2df9132528b511b014136" 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=20260225T190000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260225%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=e0208d17833e9bc3623149b7670286311fac6d885c6b9f488c7c4747625a44bc" data-featurebase-content-filename="image.png">

Translations

Change default fibi message language

Roy van Empel

Service Level Agreements (SLAs)

The support inbox should have a Copilot AI functionality where human agents can ask questions about any relevant data sources (inc. help center, roamdap, product updates, and any custom external sources) to always give a relevant answer without leaving the dashboard ever.

Featurebase Copilot in the inbox

When support isn’t constantly tracking the inbox, then some chats can pass through unnoticed, or the response time can get a bit too long.To improve the situation, email notifications can come to the rescue.<h2>Scenario</h2>When there’s an incoming chat, then an email will be sent to support team or admins.Admins can then act accordingly without needing to have the tab open or constantly watching the inbox.

[Email Notifications] Email notifications on incoming chats or new unanswered replies

Yunfei-PageonTeam

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