Overview

Turn the Slack channels your customers already use into a native support experience. Messages become structured conversations in the Featurebase Inbox, while replies, reactions, attachments, edits, and recognized @mentions stay synchronized with the original Slack thread.

Beside every conversation, your team sees the customer and Company context already in Featurebase. Workflows can automate triage, routing, and data collection, Fibi AI Agent can answer eligible conversations automatically, and Reports show how Slack support performs - all without changing how customers ask for help.

Support customers from one Inbox

Slack messages become structured conversations alongside the rest of your support work in the Inbox. Your team can:

• Reply from Featurebase to the original Slack thread

• Assign conversations to teammates or teams

• Set priorities, tags, and service level agreements (SLAs)

• Add internal notes and mention teammates without exposing the discussion to the customer

• Convert complex issues into Tickets

• Close resolved conversations and reopen them automatically when a customer replies

This gives your team one place to triage, prioritize, and resolve customer questions while customers keep working in Slack.

See customer context while you reply

When Featurebase matches a Slack sender to an existing customer, their context appears beside the conversation. Depending on the customer data you have synced, this can include:

• User and Company details

• Custom data attributes

• Recent conversations across your support Channels

• Linked feedback requests and recent page visits

• Qualification data and links to connected systems

Your team can understand who is asking, what has happened before, and what matters to their account without searching across tools.

Keep Slack and the Inbox in sync

Featurebase keeps supported conversation activity synchronized in both directions. Your team can reply from Featurebase or Slack while replies, attachments, message edits, message deletions, reactions, custom emojis, and recognized @mentions stay connected to the conversation.

When a teammate connects their personal Slack account, Inbox replies can appear under their own Slack identity. Internal notes, assignment, tags, priority, and SLA state remain private to your team.

Automate Slack support

Slack conversations can use the core Featurebase support tools, with Slack-specific delivery:

• Workflows can send messages and reply buttons, collect replies or structured data, show expected reply times, request a conversation rating, and perform internal routing actions.

• Fibi AI Agent can answer in eligible Customer and Community channels through channel-level deployment or a targeted Workflow. What Fibi can use depends on the channel audience and whether a Customer channel is linked to a Company.

Collaborate privately in Slack

When your team needs help, start a private Slack discussion linked to the customer conversation. Featurebase adds relevant conversation, customer, Company, assignee, and recent-message context, then keeps replies synchronized between the Slack thread and the Discussion panel in Featurebase.

Use an internal Discussion channel so your team can collaborate without replying to the customer or copying context between tools.

Measure Slack support

Slack appears as a conversation Channel in Reports. Filter or break down supported reports by Slack to measure conversation volume, response and close times, SLA performance, customer satisfaction (CSAT), and how Fibi, Workflows, and teammates handle conversations.

How Slack support works

To set up and start using Slack support:

1. Connect a Slack workspace to Featurebase

2. Invite Featurebase to the Slack channels where you support customers and choose what each channel does

3. Choose how new Slack messages become Featurebase conversations

4. Handle conversations from the Inbox

5. Use Slack in Workflows to automate routing, data collection, and customer updates

6. Deploy Fibi AI Agent in Slack to answer eligible conversations

Featurebase uses Slack channels, Slack threads, and conversations for different purposes:

• A Slack channel defines the audience and the type of support you provide there.

• A top-level Slack message can create a new conversation or join a recent one, depending on your ingestion mode.

• Replies in a Slack thread stay connected to the relevant conversation.

• A Featurebase conversation gives your team the complete support workflow, including assignment, priority, tags, SLAs, Workflows, internal notes, and reporting.

Choose a channel type

Every connected Slack channel has one of 4 types.

Control how messages become conversations

Customer channels can use one of 4 ingestion modes:

• Smart AI-based ingestion groups messages by meaning and starts a new conversation when the topic changes.

• Time-based grouping groups nearby messages according to their sender and timing.

• One-to-one mapping creates one conversation for every new top-level Slack message.

• Manual emoji reaction waits for a configured emoji before creating a conversation.

You set a default mode for each workspace and can override it for individual Customer channels. Community channels always use one-to-one mapping.