Markus Palm

Kateryna Babenko

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

Set up teams to help divide the workflow and ensure the conversations are answered by the right people.

Setting up team inboxes

Configure Featurebase Inbox experience to feel at home & get the context you need so you can support your customers faster.

Set up & customize the Inbox

Set default office hours for the Messenger, so customers know when you're out of office.

Set your default office hours

Manage your customers' expectations by sharing your reply time during office hours.

Share your expected response time

Automatically translate customer conversations for teammates in the Inbox and vice versa to provide multilingual customer support.

AI inbox translations

Learn how to create & use conversation data attributes for advanced inbox management.

Conversation data attributes (CvDAs) in the Inbox

Save sidebar filters for the conversations that matter most, pin them for quick access, and share them with your team.

Organize your Inbox with custom views

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

Managing

Compose replies, perform actions, and navigate the Inbox at lightning speed without lifting your fingers off the keyboard.

Using Command-K in the Inbox

Search & filter to find existing conversations in the Inbox.

Inbox search and filter

Sort your Inbox to stay on top of the most important conversations for you.

Inbox sorting

Automatically filter incoming email, review flagged messages, and restore or remove spam from your Inbox.

Manage spam in the Inbox

See the pages a user or lead recently visited while chatting with them in the Inbox.

Recent page views tab

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

Automation

Speed up your support & feedback replies with powerful macros and AI replies.

AI replies & Macros

Hit consistent response times, prioritize the right customers, and measure your performance using SLAs in Workflows.

Service Level Agreements (SLAs)

Automate repetitive Inbox tasks – tag, assign, snooze, and route conversations using background Workflows.

Build Inbox automations using Workflows

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

Copilot

Work faster in the Inbox with AI-powered answers, guidance, and context – right where you reply to customers.

Copilot overview

Understand impersonation warnings and get answers to common Inbox questions.

Other

Why you may see an impersonation warning in your Inbox and how to handle it.

Impersonation warning explained

Questions & answers about using Featurebase's support inbox.

Inbox FAQs

Ask AI or search our help articles to find an answer to your questions.

Go to Featurebase

Leave us feedback

Latest updates

API docs

System status

Bruno H

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

Get familiar with Featurebase through demos.

Academy

Explore the advanced capabilities of Featurebase with demos.

Explore demos

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

Feedback & Roadmap demos

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

Updates demos

Run surveys to measure customer satisfaction & capture feedback.

Survey demos

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

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

Help Desk

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

Robi Rohumaa

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.