Overview

There may be times when you need to reach out proactively to a specific customer or communicate with a third party (like a vendor or supplier) for assistance.

Featurebase lets you start a new conversation with one or multiple contacts in your workspace, without leaving the Inbox. These conversations can be managed just like any other. You can snooze them, leave internal notes, and use Macros.

How to start a new conversation

Choose 'Conversation' to send a new email or chat. To create a ticket instead, select 'Ticket' and choose a Customer, Back-office, or Tracker ticket type.

1. Click the + icon at the top left of the Inbox and select 'Conversation'

2. Select the channel in the composer: Email or Chat

3. Search users by name or email address to contact. If you chose email as a channel, you can also add totally new emails to contact.

4. Add a subject line

5. Compose your message (you can use rich formatting and CMD+K for AI drafts and macros)

6. Click ‘Send’

After the Conversation is created, you can manage its participants to add or remove customers from the thread.

Forward an email

Forward an email to ask someone outside your support team for help. This starts a separate Conversation with the recipients you choose.

1. Open the Email Conversation in the Inbox

2. Open the three-dot menu beside the message and select 'Forward message'

3. Add the recipients and any message above the forwarded content

4. Check the email history and select 'Send'

The forwarded content includes email messages up to the selected message and links to their attachments. Internal notes are excluded. If the history is too long, the composer shows a notice that some content was omitted.

Replies stay in the new Conversation. The original customer is not added unless you select them as a recipient. Use the links in the Conversation history to switch between the two threads.

FAQ