Overview

Deploy Fibi AI Agent in eligible Slack channels to answer customers in the original Slack thread. Customers get immediate support without leaving Slack, while your team can monitor and continue the conversation from the Featurebase Inbox.

You can enable Fibi for every new conversation in a channel or deploy it through a Workflow for more precise targeting. In both cases, the content and Custom Fibi Actions available to Fibi depend on the channel type, whether a Customer channel is linked to a Company, and who can access the Slack channel.

To automate routing, data collection, SLAs, or customer updates around these conversations, see Use Slack in Workflows.

Before you begin

Before deploying Fibi in Slack:

• Set up and customize Fibi AI Agent, including its training content and behavior.

• Connect your Slack workspace to Featurebase.

• Add the Slack channel as a Customer or Community channel.

Fibi is not available in Discussion or Disabled channels.

Choose how to deploy Fibi

Featurebase provides two deployment options:

Both methods use the same Slack audience and content-access rules described below.

Enable Fibi for a channel

Use this Simple Deploy option when Fibi should answer every new eligible conversation in a Customer or Community channel.

To enable Fibi in an eligible Slack channel:

1. Go to Settings → Integrations → Slack

2. Choose the relevant Slack workspace to manage

3. Open Channels

4. Find the Customer or Community channel under Connected channels

5. Turn on Fibi

The channel setting applies to new conversations. To change how messages are grouped into conversations before Fibi receives them, see Choose how Slack messages become conversations.

Automated answers use the Slack workspace's bot profile. You can change its display name and icon in the Slack integration's Bot profile settings.

Enable Fibi for automatically joined channels

An auto-join rule can turn on Fibi when Featurebase activates matching Customer or Community channels. Before using Fibi on join, make sure every channel matched by the rule has the intended audience and content access. See Add and manage Slack channels to create and apply auto-join rules.

Deploy Fibi through a Workflow

Use a Workflow when Fibi should answer only the Slack conversations that match specific trigger, audience, or routing rules.

To deploy Fibi through a Slack Workflow:

1. Go to Automations → Workflows

2. Create a Workflow from the Answer Slack conversations with Fibi template, or open a conversation Workflow that supports Slack

3. Open the trigger and select Slack under Channels

4. Configure the trigger and audience rules that decide which Slack conversations enter the Workflow

5. Add Let Fibi answer if the template or Workflow does not already contain it

6. Configure Fibi's instructions, handoff, CSAT, and auto-close behavior in the action

7. Set the Workflow live

For complete Let Fibi answer settings, see Use Fibi AI Agent in Workflows.

Understand when Fibi answers

If Let Fibi answer is the first customer-facing action in a Workflow step, Fibi answers the message that triggered the Workflow.

If another customer-facing action runs before it in the same step, Fibi may wait for the customer's next message instead. If the customer does not reply, Fibi stays silent. See Use Slack in Workflows for the exact actions and timing behavior.

Understand which content Fibi can use

Fibi chooses its available content from the channel type, Company link, and Slack audience.

Linking a Company does not make Company-specific content available in a normal public channel. This prevents private Company information from being shown to everyone in that channel.

Control Custom Fibi Actions in Slack

Custom Fibi Actions are disabled in Slack by default. If Fibi needs to use an action in Slack, choose its Slack access level under the action's Data access settings:

• Disabled in Slack - Fibi cannot use the action in Slack. This is the safe default.

• Public-safe - Fibi can use the action in Customer and Community channels. Use this only when the action cannot return private account data.

• Company-safe - Fibi can use the action only when an eligible Customer channel provides a trusted linked Company. Featurebase supplies the linked Company ID to the action.

To configure an action's Slack access:

1. Go to Automations → Actions

2. Create or open the Custom Fibi Action

3. Open Data access

4. Under Slack access, choose the appropriate access level

5. For Company-safe, enter the exact Company ID variable used by the action's API request

When a Slack Connect audience changes

If the membership of a linked Slack Connect channel changes, Featurebase falls back to public content. The channel shows this warning in Slack settings:

The Slack Connect audience changed. Fibi now uses public content only. Confirm the current audience to allow linked Company data again.

Review the channel members, then click Confirm audience if the linked Company content is still safe for the current audience. Featurebase also blocks queued Fibi replies when an access change could expose content to a new audience.

Test Fibi in Slack

Before enabling Fibi in a customer-facing Slack channel:

1. Use a dedicated private Slack channel with only the intended testers

2. Confirm its channel type and Company link and ingestion mode

3. For channel-level deployment, confirm that Fibi is on for the test channel. For Workflow deployment, confirm that the Workflow is live and its trigger and audience rules match the test conversation

4. Start a new conversation from a Slack user who is not a Featurebase teammate

5. Ask a question that Fibi can answer from public content

6. If the linked Company has Company-specific content and the Customer channel is eligible to use it, test a Company-specific question separately

7. Confirm that Fibi answers only from content permitted by the policy shown in Slack settings

8. If Fibi uses Custom Actions, test each action with the channel's configured Slack access level and confirm that private account data is not returned in a public-safe context

9. Check the Slack thread and Featurebase Inbox after each test

If Fibi uses a different content scope than expected or is unavailable, see Troubleshoot Slack support.