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Customer support

Provide users with an AI-powered Help Center to get them to the answers they need, fast, and cut down your support loads.


Help Center demos

Security

We take security seriously at Featurebase - we're GDPR compliant & SOC 2 Type II certified.

Security FAQ

Featurebase uses AI responsibly without compromising your data.

AI Policy

Get started with the Featurebase API: keys, first requests, versions, pagination and errors.

API guides

Create an API key, make your first request, sync a customer, page through lists and handle errors in about five minutes.

Getting started with the Featurebase API

Product insights

Centralize user feedback, identify impactful product opportunities, and scale faster by building the right features.

Requests demos

Run surveys to measure customer satisfaction & capture feedback.

Survey demos

Best steps on getting started with Featurebase.

Getting Started

Get familiar with Featurebase and all of the basic concepts. 

Featurebase overview 

How to invite teammates to your Featurebase workspace.

Invite your team

This is your one-stop guide to getting started with collecting and organizing feedback with Featurebase.

Collect & manage feedback

This is your one-stop guide to getting started with the support inbox to help your customers from anywhere and automate support with AI.

Support your customers

This is your one-stop guide to publishing a Help Center with Featurebase.

Set up the Help Center

This is your one-stop guide to getting started with sharing product updates with Featurebase.

Share product updates

This is your one-stop guide to getting started with surveys in Featurebase.

Run surveys

Overview of all integrations in Featurebase and what you can do with them.

Integrate with other tools

Set your default brand name, logo, and color for customer-facing Featurebase surfaces.

Workspace branding

Learn more about API, metadata, and other advanced setups

Reference

Enrich feedback posts with additional data about the user's session (e.g. current url, app version, device type, etc.)

Metadata for posts

Loading the Featurebase JavaScript library provides a Featurebase JavaScript object that responds to a few methods. These allow you to update users without a page refresh and interact with the messenger window.

Messenger Javascript API - Methods

Learn how to set up Featurebase natively in your app.

In-app widgets

Overview of all embeddable widgets in Featurebase and what you can do with them.

What are in-app widgets?

Learn how to install the Messenger widget into your app to support your customers from where they are.

Messenger installation

Learn how to collect feedback in this article.

Feedback widget installation

Learn how to install and trigger the Featurebase updates widget on your site to keep users up to date.

Updates widget installation

Use Featurebase surveys to collect feedback from your users and measure customer satisfaction.

Survey widget installation

Learn how to embed Featurebase on your website, sync URLs for intuitive navigation, and enable Single Sign-On for seamless user authentication.

Embedded web portal view

Learn how to embed the Featurebase board in your mobile app and automatically log in users with Single Sign-On (SSO).

Embed Featurebase into mobile app

Customer communication

Explore the advanced capabilities of Featurebase with demos.

Explore demos

Keep users updated & increase new feature adoption with product changelogs.

Updates demos

Identify users, sync data, set up SSO, and secure your installation.

Identity & security

Set up our SDK to automatically authenticate your users to your Featurebase and sync their data.


Identifying users & syncing data

Automatically authenticate users to your Featurebase portal, widgets, and more by replacing Featurebase's authentication system with your own.

Web portal single sign-on (SSO) setup

Block unauthorized individuals from impersonating others and accessing potentially private information.

Secure your installation (required by default)

JWTs are used to authenticate users from the Featurebase Messenger, widgets and the web portal through SSO.

Creating and signing a JWT

Learn how to make Featurebase work with CSP.

Using Featurebase with Content Security Policy

Support customers across channels, resolve issues with AI, and manage tickets in one Inbox.

Help Desk

Set up, manage, and automate the Inbox where your team supports customers.

Inbox

Support your customers from anywhere with a unified Inbox and automate support with powerful AI agents.

Inbox overview

Set up team inboxes, office hours, custom views, and other Inbox basics.

Setup

Work faster in the Inbox with search, filters, sorting, and spam controls.

Managing

Speed up your team with AI replies, Macros, SLAs, and Workflows.

Automation

Get AI-powered answers and guidance while you reply to customers in the Inbox.

Copilot

Understand impersonation warnings and get answers to common Inbox questions.

Other

Support customers through the Messenger, email, and Slack.

Channels

Set up and customize the Messenger, including home cards, brands, and languages.

Messenger widget

Connect your support email and set up auto replies and signatures.

Email support

Connect Slack and turn channel messages into conversations for your Inbox.

Slack

Assign, handle, and close conversations, and keep them organized with tags.

Conversations

Start, assign, snooze, and close conversations with your team.

Handling

Organize conversations with tags and get answers to common questions.

Best practices

Track customer issues and internal work from start to finish with tickets.

Tickets

Overview of tickets, when to use them, and how they compare to conversations.


Tickets overview

Understand ticket types, ticket states, notifications, and the Tickets portal.

Getting started

Set up ticket types and forms, and create and manage each kind of ticket.

Automate ticket actions with Workflows and convert conversations to tickets.

Automate

Set up, train, and deploy Fibi AI Agent to automate support.

Fibi AI Agent

Learn more about Fibi AI Agent and how it can help your team automate support, repetitive tasks, and workflows.

Fibi AI Agent overview

Your one-stop guide to customizing and managing the Fibi AI agent to automate your support.

Set up & customize the Fibi AI agent

Learn to add additional training data that Fibi AI Agent can use when answering customers.

Custom training content for Fibi AI Agent

Power up Fibi with custom actions to extend trials, update account information, get custom data, etc..

Custom Fibi Actions

Automatically classify support conversations with Fibi AI and use detected values in Workflows, filters, and reporting.

Fibi AI Attributes

Deploy Fibi AI Agent across your support channels and Workflows.

Deploy

How a customer’s language is determined in conversations for Fibi AI Agent and Workflows.

Automatic language detection in conversations

Improve Fibi's AI-generated answers for the future.

Improve Fibi's AI answers

Use detected Fibi AI Attribute values to branch Workflows, route conversations, and organize your Inbox.

Use Fibi AI Attributes in Workflows & Inbox

Automatically ask customers to rate conversations that Fibi resolves or hands off, then review the results in the Inbox and Reports.

Collect and report on Fibi AI Agent CSAT

Turn reviewed support conversations and product changes into better Fibi knowledge using the MCP, Training Data API, and oracle.

Build a self-improving Fibi workflow

Automate repetitive support tasks for customers and agents with a no-code visual builder.

Workflows

Create Workflows to automate your support at scale. Automate processes for your customers and teammates with our drag-and-drop visual builder.

Workflows overview

Get started with building your Workflows with ease in a visual canvas.

Getting started with workflows

Understand all of the building blocks that power your workflows.

Workflows block library

Choose what starts a Workflow, from page visits to new or unanswered messages.

Triggers

Configure trigger settings and use branches to build your Workflows.

Building

Control Workflow order, qualify leads, and fine-tune automated conversations.

Optimizing

Start from ready-made Workflows for routing, AI answers, CSAT, and follow-ups.

Templates

Access Featurebase support conversatioins on-the-go from iOS or Android devices.

Featurebase Mobile App

Create AI-powered docs, organize articles, and bring self-serve support into your product.

Help Center

Provide users with an AI-powered Help Center to get them to the answers they need, fast, and cut down your support loads.

Help Center overview

Migrate your knowledge base from any other tool with the same exact structure and zero data loss.

Importing your Help Center

Configure your Help Center's domain, privacy, languages, and redirects.

Everything on how to set up & customize your help center to suit your specific needs.

Configuring the Help Center

Serve your Help Center from your own domain.

Help Center custom domain

Make your Help Center accessible only to authenticated end-users and limit the access of certain articles to select user groups.

Help Center privacy controls

How to use multi-brand Help Center to create separate knowledge bases for your different products or brands.

Create & manage multiple Help Centers

Localize the Help Center to be in your customers' native languages with automatic AI translations.

Help Center in multiple languages

Manage article redirects when importing content from another Help Center.

Manage article redirects from another Help Center

Here's how to completely disable the Help Center from being shown to your users.

Disabling the Help Center

Learn how to create, edit, delete knowledge base articles.

Managing articles & collections

Improve your articles so customers and Fibi AI Agent find answers faster.

Optimize

Become a pro at linking and mentioning articles within your Help Center.

Linking & mentioning articles

Your users can react on articles based on helpfulness. Negative reactions will trigger a follow-up question with a textbox.

Get quick article feedback with reactions

See how helpful your content is, what can be improved, and the top-viewed articles.

Help Center analytics

Collect and prioritize feedback, share your Roadmap, and keep customers updated.

Requests

Collect customer feedback, connect it to Requests, and keep customers informed as your plans change.

Requests overview

Set up Requests, choose where feedback comes from, and turn on AI Autopilot.

Get started

Set up a collection method, process your first Request, and connect it to the customers who need it.

Getting started with Requests

Choose where to collect feedback and find the setup guide for each channel.

Ways to collect feedback

Choose how AI organizes incoming feedback, links Insights, and handles duplicate Requests.