Collecting feedback through live chat
Collect and track user requests through your Featurebase live chat.
Written By Markus from Featurebase
Last updated 5 months ago
Overview
Featurebase’s support 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 feedback 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.
Creating requests from users’ messages
When a user shares feedback or a feature request in a support conversation, you can turn it into a post on your Feedback Portal:
Click the ‘Track as post’ button in the bottom-right corner of their message
The AI will automatically check if a related post already exists:
If it exists – the user is added as an upvoter, and their message is saved as a private comment for your team’s context.
If it doesn’t exist – the AI suggests creating a new post on the user’s behalf.
This ensures every piece of feedback is tracked and tied to the right feature.
Manually tracking user requests
You can also manually create or link requests from the right-hand Conversation details panel:
Create a completely new post on the customer’s behalf (the system will recommend related posts to avoid duplicates)
Search and subscribe the user to existing posts
This helps you capture ideas directly from the inbox and centralize all feedback in your feedback board.
Tip: You can automatically sync these posts to your issue-management tools (Jira, Linear, etc.) for your engineering team and keep users notified about updates.