Overview

This is your comprehensive guide to understanding and leveraging the building blocks that power Featurebase’s workflows. Workflows gives your team complete control and flexibility to build out virtually any support process you need, right inside Featurebase.

At the heart of workflows are two primary components:

• Trigger blocks that initiate the workflow

• Action blocks that execute specific tasks

Here’s a breakdown of all blocks that you can use to automate your processes.

Trigger blocks

Trigger blocks are the starting point of any Workflow. They determine when a Workflow should run and what data is passed to later blocks.

Customer visits a page

Automatically triggers a Workflow when a customer visits a page that meets certain conditions, such as time on page or visited URL.

Common use case: Prompt users with a message when they visit your feedback board, changelog, or roadmap page to encourage engagement or collect input.

New Messenger conversation

Automatically opens a Workflow when a customer opens the Messenger, before they start typing.

Common use case: Show a welcome message, route conversations to the right teammate, or ask qualifying questions before assigning the conversation.

Customer sends their first message

Triggers a Workflow after a customer sends their first message for every new conversation.

Common use case: Auto-respond to new inbound messages, including email.

Customer sends any message

Triggers every time a customer sends a message, including ongoing conversations.

Common use case: Analyze messages for keywords, tag conversations related to bugs or feature requests, or route them to relevant teammates.

Teammate sends any message

Triggers every time a teammate replies during any inbound or outbound conversation.

Common use case: Track internal response time, update conversation state, or send a summary to another tool when a teammate responds.

Conversation state change

Triggers when a teammate either closes, opens, or snoozes a conversation. (Does not include automated changes by bots.)

Common use case: Configure and send CSAT when a conversation is closed, or send automated messages when conversations become snoozed or closed.

Assigned to team

Triggers when a conversation is assigned to a team.

Common use case: Notify a Slack channel or create a task in another system when a conversation is routed to a specific team (e.g. Support or Product).

Assigned to team member

Triggers when a teammate assigns the conversation to an individual teammate.

Common use case: Add a note or tag, apply a specific SLA, or use AI summarization when a conversation is reassigned.

Customer unresponsive

Triggers when a customer has not replied after a defined period of inactivity.

Common use case: Send an automated reminder, close the conversation, or follow up with a satisfaction survey after inactivity.

Teammate unresponsive

Triggers when a teammate hasn’t responded to a conversation within a defined period of time.

Common use case: Escalate conversations to another teammate or team when response SLAs are breached.

Teammate adds a note

Triggers when a teammate adds an internal note to a conversation.

Common use case: When a note is added to an escalation ticket send a Slack notification to the relevant thread.

Action blocks

Once a workflow is triggered, the action blocks dictate what operations or processes should take place. Here is an overview of the available action blocks.

Let Fibi answer

Integrates Featurebase’s AI agent, Fibi, into your Workflow. It allows Fibi to attempt to resolve the conversation automatically. In addition to start of the workflows, it’s useful at Workflow endpoints to provide AI-powered follow-up support.

Common use case: Provide automated answers and resolutions using AI, reducing manual teammate involvement for repetitive questions.

Message

Sends a predefined message to customers at any point in your Workflow. Ideal for sharing confirmations, status updates, or follow-up information.

Common use case: Send a friendly confirmation when feedback is submitted or ask predefined questions before connecting to a human agent.

Show expected reply time

Sends an automated message displaying your office hours or average response time to set customer expectations.

Common use case: Used in unresponsive or after-hours workflows to communicate when the team will reply.

Mark as priority

Labels the conversation as Priority in the Inbox.

Common use case: For VIP customers, use conditional branching to ensure all conversations from that company are marked as priority.

Assign

Assigns the conversation to a specific teammate or team inbox.

Common use case: Use a conditional branch to assign VIP customers to the VIP support team or technical questions to your technical support engineers.

Tag end user

Tag the person interacting with the conversation. User tags are created and managed in your workspace settings.

Common use case: Automatically tag people based on the options they select. For example, if a customer needs to be followed up with, tag with follow-up required.

Add a note

Adds an internal note to a conversation in the Inbox.

Common use case: Provide context to teammates. For example, when a customer has been inactive, leave a note prompting the team to close the conversation.

Apply rules

Evaluates all matching paths and executes every action whose conditions are met. Unlike Branches, which proceed down only the first matching path, Apply rules can trigger multiple actions in parallel. This makes it ideal for background logic where you want to apply several actions at once based on message content or attributes.

Common use case: Automatically apply tags to conversations. For example, if a customer message contains words like “urgent” or “ASAP”, mark the conversation as priority and tag it accordingly.

Apply SLA

Applies a Service Level Agreement (SLA) to the conversation. SLAs define response or resolution targets to help your team reply, close, and resolve conversations on time.

Common use case: Use conditional branching to identify VIP or high-value customers and apply a stricter SLA to ensure faster response and resolution times.

Collect data

Prompts the customer for specific details and saves the responses to the conversation or person record. You choose the customer attributes or fields to collect (e.g. email, account ID, order number, issue type) and use the captured values later in the Workflow.

Common use case: Collect required triage details up front to reduce back-and-forth, enrich the person record, and auto-route or prioritize based on the provided data.

Collect customer reply

Creates a short pause in the Workflow to let customers provide more details or information. The system waits two seconds after the customer’s message before processing the next step.

Common use case: Gather input such as account details or issue descriptions during triage or qualification.

Disable customer reply

Prevents customers from typing messages in the Messenger, forcing them to complete the bot flow.

Notes: To prevent typing when selecting reply buttons, turn off the Let the customer reply option in Pathway A. This will force customers to choose from the Reply buttons in the Workflow, rather than typing.

Common use case: Manage inbound volume by guiding customers through a structured bot flow instead of open messaging.

Reply buttons

Presents customers with predefined options that determine how they move through the Workflow. Customers click buttons to choose their path, giving you control over the conversation flow.

Common use case: Offer quick-reply options such as “Report a bug”, “Request a feature”, or “Talk to support” to guide the conversation.

Branches

Routes conversations through different Workflow paths by automatically checking conditions. When a condition is met, the Workflow moves to the connected path without checking others. Unlike reply buttons, branches don’t require customer interaction - they evaluate criteria and route accordingly.

Common use case: Route conversations based on criteria like customer segment, priority, or message content.

Close

Changes the status of the conversation to Closed.

Common use case: Maintain a healthy Inbox by closing inactive conversations. For example, automatically close conversations that haven’t received a customer reply after 24 hours.

Snooze

Temporarily Snoozes the conversation from the teammate’s active Inbox. If a teammate or customer sends a reply during the snooze duration, the Workflow will end. The customer will not see anything about the conversation being snoozed, and it will remain open.

Common use case: Automatically check in on conversations when a customer has not replied or has been idle for some time. For example, send a message to the customer 24 hours later to see if they still need help.

Wait

Delays the next step of the Workflow. Once the wait duration ends, the next action applies. The wait can be interrupted by closing actions or teammate and customer replies, depending on setup. Teammate actions such as tagging will not interrupt the Workflow.

Common use case: Control when a customer sees an action. For example, add a Wait action before sending a CSAT message to ensure it’s delivered at the right time.