Tracking user data
A guide to how standard & custom data attributes work in Featurebase and why you should sync your customers data to Featurebase.
Written By Markus from Featurebase
Last updated 27 days ago
Overview
Syncing your customers’ data to Featurebase is one of the most impactful setups you can do for your support & feedback management.
It helps your support agents understand who they’re talking to, product managers see whose feedback to prioritize, restrict end-users’ access, and subscribe them to changelog updates.
You can group your users together based on who they are, what they do in your product, and more. Featurebase stores three types of data about your users:
Standard data attributes - a default set of data we already have about your users.
Custom data attributes - data you send us about your users.
If you’re a B2B company and sell to businesses, you can also tie users to Company records.
Getting started
To sync your user data to Featurebase, you have a few options:
Single Sign-On (SSO) - Best if you mainly aim to also automatically authenticate users to your Feedback portal while syncing their data. Replaces our login system with your company’s existing account system.
SDK Identification - Best for seamlessly syncing data & authenticating users through your Feedback Portal. It’s convenient because it automatically imports data as users interact with your app.
Messenger widget - Best if you use the support messenger widget. Lets you sync customer data when the messenger support widget is loaded on a page.
API - Lets you sync large numbers of customers into Featurebase at once, and keep their important details (like plans or statuses) automatically up to date whenever changes occur in your system, as opposed to only when they interact with Featurebase.
If you’re looking to use all Featurebase’s products, including the Support inbox and Feedback portal, then the recommended way is to sync data via the Messenger widget and automatically auth customers to the Portal with SSO.
👨💻 You'll need to write custom code for these processes. If you're uncomfortable with this, share these guides with a technical team member who can assist.
The different user data types
Standard data attributes
You’ll find a list of standard user attributes under the first section of every contact (user or lead). You can edit this list to show the user data that's important to you, such as the date they signed up, how many web sessions they've had, or their browser language, etc.
Good to know: Standard data attributes automatically get updated. For example, if a new user signs up or logs in today, that will get updated automatically in the list.
Custom data attributes
Featurebase lets you send custom attributes about your users, and these will all show in your user list too. Custom data attributes are information you send us about your users, like how many times they've purchased an item from your store, how many projects they have, or what plan they're on.
For example, if you have an affiliate program platform, you could send us the number of affiliate partners or the total affiliate revenue generated.
You can sync whatever attributes you want to better understand your customers, and they will all be displayed in Featurebase.
You can create custom attributes about your users and/or about the companies they belong to.
You cannot create custom attributes with the same name as a standard attribute.
Start enriching your users with custom data: Track custom data attributes (CDAs)
Good to know: You can also use custom data attributes as qualification data.
What can you do after syncing user data?
Enriching your support & feedback management with customers’ data is one of the most impactful things you can do in Featurebase.
Support management
View customer data next to their support conversations
Run workflows based on user segments and data
Send targeted auto messages
Feedback management
View users’ data next to their feedback (including revenue, plan, employee count, etc.)
Create user segments to prioritize feedback from key customers
You can also automatically log users into your public feedback portal & widgets without them having to create a new account.
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