Support your customers from anywhere with a unified Inbox and automate support with powerful AI agents.
Written By Markus from Featurebase
Last updated 5 days ago
Overview
The Featurebase Inbox is built to help your team respond faster, collaborate smarter, and automate your support with AI workflows.
It blends intuitive design, lightning-fast performance, smart AI tools, and deep integration with the entire Featurebase ecosystem. You can instantly draft AI replies, turn messages into feedback posts, reference relevant help articles, and more – all without switching tools.
And this is just the beginning – soon you’ll be able to build complex AI workflows to automate support, help customers from Slack and Discord, and much, much more!
AI replies & macros
AI replies and macros are one of the most powerful features of the Featurbase 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
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
Powerful search with filters
Easily search your Inbox by clicking the search icon on the top left to search and filter your conversations by keywords, state, assignee, team, user, company, priority, and dates.
Ticketing & user requests
The Inbox is seamlessly integrated with your feedback portal and roadmap. Since everything is in Featurebases’ ecosystem, you can easily:
See all of the user’s feedback & requests
Create new requests from their messages
Subscribe them to existing requests & add their feedback as extra input
Fibi AI Agent will also automatically create posts on behalf of customers if they indicate that they want to submit a feature request.
This way, customers are automatically updated via email about the status of their requests, and you can easily track interested users to make better product decisions.
Example: When someone mentions a feature request, you can subscribe them to receive email updates about that specific issue, along with other interested users. When released, an email will be sent to all the users, so you never need to follow up with users manually.
Collaborate with your team
The Inbox is designed for streamlined collaboration with your whole team. You can mention teammates to request backup and add internal notes with additional information or questions that are only visible to your team.
Some messages are too urgent to wait until tomorrow, which is why everyone’s inbox from your team is always visible. You can access any message for any teammate to ensure no question sits unanswered.
You'll find all new conversations in 'Unassigned’, where you can pick up any conversation and assign it to a particular teammate.
Intuitive text editor
Like all other editors in Featurebase, the Inbox comes with an intuitive text editor that offers a wide range of formatting options and custom components for better content presentation. Both you and users can use them with the / symbol for easy access.
The editor supports native video and image uploads, embedded YouTube links, code blocks, and everything else a modern editor would have.
Our future roadmap & ideas
We're continuously working to improve the Support platform. Make sure to ⬆️ upvote the ideas you want to see:
Slack integration – Sync your Slack channel to Featurebase Inbox to provide support seamlessly to Slack users from Featurebase
Discord integration – Sync your Discord channel to Featurebase Inbox to provide support seamlessly to Discord users from Featurebase
Mobile app – Answer support requests on the go from your iOS or Android app
And much, much more exciting stuff. We’re also eager to hear your ideas 👈
More on the Support platform: