Inbox overview

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

Written By Markus from Featurebase

Last updated 3 months ago

Overview

The Support Inbox enables you to help your customers from anywhere and automate support with powerful AI agents. It’s built to help your team respond faster, collaborate smarter, and automate your support with workflows.

It blends intuitive design, lightning-fast performance, smart AI tools, and deep integration with the entire Featurebase ecosystem. You can instantly draft AI replies, turn messages into feedback posts, reference relevant help articles, and more – all without switching tools.

It also comes with one of the most customizable Messenger widgets on the market, bringing the best support experience right into your product.

AI replies & macros

AI replies and macros are one of the most powerful features of the Featurbase Inbox, enabling you to answer customers in just seconds with CMD+K on Mac (CTRL+K on Windows):

  • AI replies: Instantly draft responses to customers’ messages using their background context, your Help Center, and past responses to generate smart replies in your tone of voice

  • Macros: Create reusable message templates to reduce your team’s time answering repetitive questions

Tip: Answering customers can now just be a couple of keystrokes and two words, as shown in the video: CMD+K → type some words + Enter + CMD+Enter

Mobile app

While Featurebase is a web-based platform accessed primarily from your browser, you can use our iOS and Android apps to manage your customer support and collaborate in real-time when you're away from your desktop.

Learn more here: Featurebase Mobile App

Workflows

Workflows let you automate repetitive support tasks for your team with a no-code visual builder - right inside Featurebase.

Some popular examples include:

  • Auto-route new tickets to the right team

  • Auto-snooze inactive chats

  • Trigger onboarding messages

  • Prioritize urgent issues mentioning “bugs”

  • Set auto replies to support emails

  • Send CSAT surveys after a resolution

  • Keep track of SLAs

And much more... Learn more and get started: Workflows overview →

Powerful search

Easily search your Inbox by clicking the search icon on the top left to search and filter your conversations by keywords, state, assignee, team, user, company, priority, and dates.

Ticketing & user requests

The Inbox is seamlessly integrated with your feedback portal and roadmap. Since everything is in Featurebases’ ecosystem, you can easily:

  • See all of the user’s feedback & requests

  • Create new requests from their messages

  • Subscribe them to existing requests & add their feedback as extra input

Fibi AI Agent will also automatically create posts on behalf of customers if they indicate that they want to submit a feature request.

This way, customers are automatically updated via email about the status of their requests, and you can easily track interested users to make better product decisions.

Read more: Collecting feedback through live chat

Example: When someone mentions a feature request, you can subscribe them to receive email updates about that specific issue, along with other interested users. When released, an email will be sent to all the users, so you never need to follow up with users manually.

Collaborate with your team

The Inbox is designed for streamlined collaboration with your whole team. You can mention teammates to request backup and add internal notes with additional information or questions that are only visible to your team.

Some messages are too urgent to wait until tomorrow, which is why everyone’s inbox from your team is always visible. You can access any message for any teammate to ensure no question sits unanswered.

You'll find all new conversations in 'Unassigned’, where you can pick up any conversation and assign it to a particular teammate.

Intuitive text editor

Like all other editors in Featurebase, the Inbox comes with an intuitive text editor that offers a wide range of formatting options and custom components for better content presentation. Both you and users can use them with the / symbol for easy access.

The editor supports native video and image uploads, embedded YouTube links, code blocks, and everything else a modern editor would have.

More on the Support platform: