Overview

With multi-brand support, you can represent different products or companies while keeping operations centralized. Each brand can have its own styling, domains, Help Center, and email configuration.

How to manage multiple brands in Featurebase

There are two main ways to manage multiple brands:

1. Single workspace

Using a single workspace is the most efficient approach for teams managing multiple brands. This setup is currently primarily supported for Featurebase’s support products (support inbox, live chat, help center).

You can customize per brand:

• Help Center

• Messenger widget styling

• Email sender addresses and domains

• Fibi AI Agent identity and knowledge

Key benefits:

• Centralized support across all brands

• Easier collaboration between teams

• Assign conversations to any teammate regardless of brand

2. Multiple workspaces

Use separate workspaces if you need full separation between brands / products, and their user bases don’t overlap at all.

Key benefits:

• Full control over how a brand appears in Featurebase (separate customizations for Feedback portal, Changelog, Surveys, etc., that don’t support multiple brands in a single workspace currently)

• Separate support conversations, feedback items, users, permissions, and data

• Ideal if different teams manage different brands

Learn more: Feedback setup with multiple products

Use multiple brands in a single workspace

In Featurebase, you can reflect multiple brands in the same workspace through the following capabilities:

Multi-brand Messenger

1. Set up brands in brand settings

2. Configure styles for each Messenger and connect them to your brands

Multi-brand email

1. Set up brands in brand settings

2. Configure email addresses and domains and connect them to your brands

Multi-brand Help Center

1. Set up brands in brand settings and connect them to each Help Center

2. Configure styles for each Help Center

Set up relevant brands in your workspace

Your default brand uses your workspace name. You can create new brands to represent each unique customer-facing identity. The Brands you set up here are directly connected to multi-brand messenger, multi-brand email, and multiple help centers.

To create or edit a new brand:

1. Go to Settings → Branding

2. Click + Add Brand from the bottom right

3. Give this brand a name, logo, and colors that will be visible to customers

4. Select a default notification email address that this brand will use for notifications and automatic emails

5. Select the Help Center you want to connect this brand to, so the correct articles are visible to your customers in Messenger and used in conversations with the Fibi AI Agent

6. Configure domain rules by adding the website domains where this brand’s Messenger should appear, so visitors on those sites see the correct brand version

7. Click Save

Using brands in your workspace

Once you’ve set up multiple brands, you can manage how they apply to conversations, workflows, and more.

Brand support in the Inbox

If the wrong brand is assigned to a conversation (e.g. if a customer contacted the wrong support email), you can change that in the right sidebar of the conversation in the Inbox.

For Messenger conversations:

• The customer will still see the conversation in the original Messenger brand, but if the conversation falls back to email, replies will use the newly selected brand’s sender email and name

• Reporting, search, and workflows will use the updated brand attribute

For email conversations:

• Changing the brand updates the sender email for all future replies

• The sender will use the default email address configured for that brand

Brand support in the Inbox search

If you want to search for all Messenger and email conversations associated with a specific brand, you can do that by selecting the Brand filter in the Inbox search.

Brand support in the Workflows

When creating or managing a Workflow, you can use Brand as a condition and to apply rules. See more about using conditions and actions in workflows.

You can use Brand as a condition in Workflows to apply rules based on the assigned brand. See more about using conditions and actions in workflows.