Common questions about the Messenger – the support chat widget you embed on your website or app. For a full walkthrough, see the Messenger overview and Set up & customize the Messenger.

Setup

How do I add the Messenger to my website or app?

Install it with the Featurebase JavaScript SDK. Copy your snippet from the Installation tab on the Messenger customization page and add it to your site.

The SDK injects its own script asynchronously on first call, so you don't need to add a separate script tag yourself.

Why don’t new messages show up in my single-page app?

In a single-page app the page doesn't fully reload between routes, so the Messenger may not pick up changes to the visitor's data or the current page on its own.

Call the SDK's update method on each route change (or whenever you present new content) to re-identify the visitor and refresh what the Messenger shows.

Does the Messenger slow down my site?

No. The SDK loads asynchronously and injects itself on first call, so it never blocks the rest of your page. Even if our servers were slow to respond, the other elements on your page would still load normally.

Customizing the Messenger

Can I customize the Messenger?

Yes – and you should, to match your brand. On the Messenger customization page you can:

• Set your background and primary colors, with separate light and dark themes

• Upload your logo and style the header with a solid color, gradient, or image

• Add a personalized greeting and introduction message

• Write a team introduction so customers know who they're talking to

• Show expected reply times so customers know when to hear back

• Show the Messenger in multiple languages

• Reorder the home modules (Home, Messages, Help, Changelog) or turn them on and off

• Add home cards – New conversation, External link, Article search, Latest updates, and Ticket links

• Let customers search your help center directly from the Messenger

• Show different content to logged-out visitors and logged-in users

• Replace the default launcher with your own icon and choose where it sits

See Set up & customize the Messenger for the full guide.

Can I show different content to logged-out visitors and logged-in users?

Yes. Most Messenger content – home modules, home cards, and welcome messages – is configured separately for Visitors (logged out) and Users (logged in), so each audience sees what's relevant to them.

Can I reorder the home modules or turn them off?

Yes. The Messenger home is built from four modules – Home, Messages, Help, and Changelog.

On the Messenger customization page, drag to reorder them and use the toggle next to each one to turn it on or off. You can set the order and visibility separately for visitors and users.

Can I show my Changelog inside the Messenger?

Yes. Enable the Changelog module on the Messenger customization page and your published changelog entries appear in the Messenger.

Can I add buttons on the Messenger home that link to a URL?

Yes. Add an External link home card. The available card types are New conversation, External link, Article search, Latest updates, and Ticket links, and you can control who sees each card with targeting.

See Customizing home cards in Messenger.

Can I move the Messenger’s position on my site?

Yes. On the Messenger customization page, set the launcher position to Bottom Right or Bottom Left and adjust its spacing from the side and bottom. You can also replace the default launcher with your own image.

To control the position from code instead, pass alignment ('left' or 'right'), horizontalPadding, and verticalPadding when you boot the SDK. Add hideDefaultLauncher if you'd rather open the Messenger from your own button. Values set in code override the position from your settings.

How do I move the Messenger's position using code?

Besides setting the launcher position on the Messenger customization page, you can set the position and spacing directly in your install code. Pass alignment, horizontalPadding, and verticalPadding when you boot the SDK:

import Featurebase from 'featurebase-js'; Featurebase({ appId: 'YOUR_APP_ID', alignment: 'left', // 'left' or 'right' horizontalPadding: 24, // px from the side verticalPadding: 80, // px from the bottom });

The Messenger can sit on the left or right side – those are the only two options. If you'd rather hide the floating launcher and open the Messenger from your own button instead, add hideDefaultLauncher: true and call show() from your UI.

Can I show the Messenger in multiple languages?

Yes. Add the languages you want to support and pick a default; the Messenger shows each visitor the matching language. See Messenger in multiple languages.

How do I hide team avatars in the Messenger?

On the Messenger customization page, turn off "Display avatars in chat". This hides the profile pictures shown next to chat messages.

Can I change the team name shown at the top of the Messenger?

Yes. The name at the top of the Messenger comes from your workspace name. Go to Settings → Branding, edit the workspace name, and click save. This also updates the branding on your Feedback portal and emails.

What is the special notice, and does it support links?

The special notice is an optional message you can display to customers in the Messenger to share important information – for example, slower response times over a holiday.

Enable it on the Conversations tab of the Messenger customization page. It's plain text and doesn't support hyperlinks.

How do I remove the “Powered by Featurebase” branding?

Removing Featurebase branding is available as an add-on on Professional plans and up. When enabled, it hides every "Powered by Featurebase" mention across your Feedback portal, Messenger, and emails together. You can turn it on from Settings → Branding.

Who can edit the Messenger settings?

Any team member with a Full seat can change Messenger settings. Members on a free Lite seat can't edit them, regardless of how they were invited. The workspace owner always has access.

Conversations & automation

Can I add an AI agent to the Messenger?

Yes. Fibi is Featurebase's AI agent. You can enable it, give it a name and avatar, set a custom system prompt, choose what it's trained on (your help center, changelog, and feedback), and let it hand off to a human when needed. Fibi is configured under Automations.

Can I automatically start a conversation with visitors?

Yes. Build a Workflow with a page-visit trigger to open a conversation when someone lands on a specific page. You can also start one from your own UI with the SDK's showNewMessage method, optionally pre-filling the message.

See Let visitors/users start a conversation.

Can I open the Messenger from my own button?

Yes. The SDK exposes methods such as show, showNewMessage, showSpace, and showConversation, so you can open the Messenger, jump to a specific module, or start a pre-filled message from any button in your app.