Overview

The September 2026 Feedback 2.0 update redesigned Featurebase's feedback dashboard and renamed several familiar features. You can now connect feedback from your portal, Support conversations, and other sources as Insights behind the Requests your team tracks. AI Autopilot can help organize this feedback and handle duplicates.

Your existing feedback is still there. These FAQs explain where familiar tools moved, what changes for your customers, and how much of the new workflow you can manage manually or automate.

What happened to my existing posts, comments, and votes?

Your existing posts are now called Requests. Their comments, votes, statuses, and customer details stay attached. You do not need to export and import your feedback or ask customers to vote again.

Go to Requests & Insights → Requests in the dashboard to find your feedback. Open a Request's 'Discussion' tab for comments, 'Insights' for supporting feedback, and its requester count for the people asking for it.

What are posts, boards, and Upvoters called now?

Several familiar features have new names. Your existing records and settings remain available:

Manage categories, labels, form fields, and statuses under Settings → Requests → Management. User and company custom attributes are separate and keep their existing names.

What's the difference between a Request, an Insight, and a comment?

• Request: The idea, problem, or improvement your team tracks. This is what you previously called a post

• Insight: Supporting customer feedback linked to a Request, such as a quote from a conversation or a portal submission

• Comment: A message in the Request's discussion, where customers and teammates ask questions, reply, and share updates

For example, your team tracks a CSV exports Request. One customer asks for exports through your Feedback Portal. Another explains in a Support conversation that they need exports for a monthly report. You can link both pieces of feedback as Insights on the same Request.

In 'Insights', your team can read each customer's feedback and open its original source. 'Discussion' holds the comments and replies on the Request, such as a customer asking whether the export will include all columns.

Your existing comments remain in the discussion. AI can also capture useful feedback from a comment as an Insight without replacing that comment.

Where did Upvoters go? Are they now Requesters?

Requesters is the new name for Upvoters in the dashboard. It includes people associated with a Request through votes and other feedback workflows. Customers can still vote on your Feedback Portal.

To find them, open a Request and click the requester count in its details. To add someone manually, click 'Add customer', then select an existing customer or create one.

Linking an Insight does not always add its author as a Requester. Check the Requester list when you want to confirm who is asking for something.

Can I keep working as before?

You can keep collecting feedback, reviewing Requests, replying to customers, and sharing progress through your portal and Roadmaps. You can also continue to organize feedback and merge duplicates manually.

Review Settings → Requests → Autopilot to choose how much AI handles. You do not need to use Featurebase Support to use Requests.

What changes for customers using my Feedback Portal?

Customers can still submit, vote, and comment on your Feedback Portal, according to your participation and access settings. Existing Request links and Roadmaps continue to work; the dashboard's new names do not require you to replace those links.

If you enable AI organization, a customer's submission may become a clearer Request, several Requests, or supporting feedback on an existing Request. What customers can see still depends on your approval and access settings.

Will existing voters still receive updates?

Yes. Existing voters remain associated with their Requests and can receive status updates according to their notification preferences.

After changing a Request's status, choose 'Send default update' for the standard portal notification, or 'Draft update' to write your own message. A drafted update lets you select Portal, Conversations, or both as its destinations.

A status change adds an internal note to linked Support conversations. To reply to those customers, select Conversations when sending the update.

Can private customer feedback become public?

Linking private feedback to a public Request does not publish the original conversation or call transcript. Those sources and their Insights remain available to your team.

The Request has its own audience. If you publish it, customers can see the title, description, and public discussion permitted by your category access and Request visibility settings. Review the Request's wording before publishing it if it contains customer-specific details.

To review customer submissions before they appear publicly, turn on Request moderation. AI processing and publication approval are separate controls.

Where did my Feedback and portal settings move?

Feedback settings are now under Settings → Requests:

• Collection: Feedback sources, portal participation, and moderation

• Management: Categories, labels, form fields, statuses, Roadmaps, and prioritization settings

• Autopilot: AI processing and organization

• Macros: Reusable replies and actions

Shared appearance, navigation, custom domains, and access settings are under Settings → Customer Portal. The Customer Portal overview explains which settings apply across its pages.

Your default name, logo, and brand color are under Settings → Workspace → Branding. Imports and exports are under Settings → Data → Imports & Exports.

Where are my filters, saved views, and sorting options?

Open Requests & Insights → Requests. Use the filters above the results to narrow the list. Display options controls grouping, ordering, and which properties appear on each Request.

Use the view tabs to switch between saved views, or 'Create new view' to save a useful combination of filters and display options. The saved views guide covers editing and sharing them.

If completed Requests seem to be missing, check the Completed requests display option and your active filters.

What is Autopilot, and is it enabled for my Workspace?

Autopilot uses AI to process incoming feedback and match it to Requests. You choose how much it handles:

To check what is enabled in your Workspace, go to Settings → Requests → Autopilot → Automation level. Your existing settings and plan determine the selected level and available options. Choosing Off stops automatic processing without deleting Requests or undoing completed work.

When AI processing is on, the separate Organize submissions with AI setting controls whether AI rewrites incoming submissions and separates multiple asks into Requests. Publication approval is controlled separately through moderation.

What is Triage, and do I need to review everything there?

Triage brings together feedback that needs a decision, such as a possible duplicate, a Request waiting for approval, a customer question, or suspected spam.

It is not a second copy of your entire backlog. Your settings determine which work AI handles and which decisions need your team. Feedback detected in Featurebase Support conversations is reviewed in the conversation's Requests section in the Inbox.

Will AI rewrite or merge my existing feedback?

Organize submissions with AI works on incoming customer submissions. Turning it on does not bulk rewrite your existing backlog.

New feedback can match a Request you already have. Depending on your automation level, AI can link supporting Insights or merge a clear duplicate into an existing Request. This means an existing Request can gain evidence, Requesters, or discussion from new feedback.

When AI rewrites or splits a submission, the original text is preserved. Use 'Show original wording' on the organized Request to read what the customer wrote.

How do I collect feedback from conversations and calls?

Each source needs to be available or connected in your Workspace. Autopilot does not connect to your other tools by itself.

• Featurebase Support: Review detected needs or manually link feedback from the conversation's Requests section

• Customer calls: Connect a supported call recorder to import call feedback. These integrations are in beta

• Other tools: Use the relevant integration or send feedback through the API

Feedback can support an existing Request or become new tracked work. How much happens automatically depends on your Autopilot settings.

Can I review AI suggestions and undo mistakes?

Review suggestions that need your decision in Triage. Your automation level determines which matches AI can apply without that review.

Correct a mistake according to what happened:

• Incorrect duplicate suggestion: Choose 'Not a duplicate'

• Insight linked to the wrong Request: Unlink the Insight and attach it to the correct Request. Check its Requesters separately

• Incorrect merge: Unmerge the Request

Do my widgets, integrations, or API setup need updating?

You do not need to reinstall your Feedback widget or embedded portal just because the feedback dashboard changed. Existing connections also do not need to be recreated because posts and boards have new dashboard names.

For API integrations, direct Request creation remains the default. Sending raw feedback for AI processing is a separate option in the API collection guide. Do not rename API fields simply to match the new dashboard labels.

What happened to Ask AI and the old AI grouping tools?

The old Ask AI and AI topic grouping views are not part of the redesigned Requests dashboard.

Use filters, labels, and saved views to organize Requests. Review duplicate suggestions in Triage, with Autopilot controlling automatic matching and merging. Related topics can remain separate Requests when they describe different customer needs.

Does Feedback 2.0 change my plan or add charges for AI?

The update does not move you to a different subscription. If you are on legacy pricing, you can keep that plan unless you choose to upgrade.

Autopilot availability and its monthly AI-action allowance depend on your plan. Autopilot actions are not charged individually. When Autopilot is on, check AI actions this month under Settings → Requests → Autopilot for your usage, allowance, and reset date. At the limit, automatic processing pauses; incoming feedback is kept for processing when it resumes.

Autopilot usage is separate from Fibi AI Agent's Support-resolution billing. Check Settings → Billing for your Workspace's subscription and any paid services you use.