Overview

Use the Featurebase API to collect feedback from your own forms, products, and tools. Your integration can create a Request directly or send raw customer feedback, from a single message to a full call transcript, for your Requests workflow to process.

For a supported call recorder, connect it directly to import transcripts without code.

Your developer can find API access in Settings → Workspace → Developers → API.

Use the API guide for authentication, the API reference for endpoint details, and webhooks when your integration must react to Request changes.

Choose direct Requests or feedback intake

Choose the intake mode according to what your integration sends:

request is the default when you omit intakeMode. Use feedback when Autopilot should interpret the customer's words and connect them to Requests. Processing follows your Autopilot settings.

Send raw text and transcripts

In feedback mode, send the customer's words without rewriting them into a Request. A title is optional; if omitted, Featurebase uses the first line of the content.

Keep each submission within the API's input limit. Split longer transcripts into parts and give each part a different external identifier. Check the processing result after sending.

Prepare categories and customer identity

Set up the categories you want the integration to use. Include the appropriate category and required form values in the Request.

Pass the customer as the author when the feedback belongs to a specific person. This preserves the distinction between the API user performing the action and the customer who requested it.

Decide the intended Request visibility before sending data.

Preserve the original source

Include source information when feedback came from another system. The source records the channel and an external identifier, and can also carry a URL, a conversation identifier, and a label such as the meeting or ticket name. This helps your team return to the original context.

Use an external identifier that stays the same when your integration retries the same source item. The API recognizes that source instead of creating another copy on each delivery.

Check the processing result and visibility

Test both the API response and the resulting item in Featurebase. Confirm:

• The Request or feedback has the expected title and content

• The author is the intended customer

• The category and form values are correct

• The source link opens the right item

• The Request is visible to the intended audience

For feedback intake, check the response before retrying:

• queued - Processing has started; read the item back to check its result

• skipped - Read the reason and check your Autopilot settings

• existing - This source was already received; inspect the returned item

Also check the result in Featurebase after processing. Do not assume every raw submission becomes a new public Request: it can be organized or connected to existing work according to your settings.

FAQs