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Support platform

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

In Review

Improve Fibi accuracy, reliability & speed

Kajsa

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

Fibi AI Agent Response Quality Evaluation and Checking Tool

DEEPESH LAKHERA

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

Markus from Featurebase

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

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)

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

Get new message notifications to Slack

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

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

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

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

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

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

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=20260513T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260513%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=6b3ea2d4c23c0da304d492b8d5ea0a091555556da1d29517dd2437f65c23dc29" data-featurebase-content-filename="image.png">

Customize Fibi's Avatar

Roy van Empel

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

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

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

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

I want to often remove a participant from email conversation in the inbox, if there are multiple participants.

Remove participants from email conversations

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

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

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

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=20260513T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260513%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=4ea81ea01ca0c98c095eba9995bdcf16a303676bb4bb4761710100fd1e147b4e">

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=20260513T160000Z&amp;X-Amz-Algorithm=AWS4-HMAC-SHA256&amp;X-Amz-Credential=DO801TYC4FCVNNEKURKM%2F20260513%2Ffra1%2Fs3%2Faws4_request&amp;X-Amz-SignedHeaders=host&amp;X-Amz-Signature=4ea81ea01ca0c98c095eba9995bdcf16a303676bb4bb4761710100fd1e147b4e">

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

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

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

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

Customize the automated reply message

Shawaze Ahmer

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

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