Set up & customize the Inbox

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

Written By Markus from Featurebase

Last updated 3 months ago

Overview

The Support Inbox is built to help your team respond faster, collaborate smarter, and automate your support with AI workflows.

Learn to set it up for your team and your own individual needs to get the context you need so you can support your customers faster.

General Inbox setup

Connect your support channels

Set up the Messenger widget

Provide frictionless support directly from your product, with Messenger, which allows your customers to chat with you, view help articles, access changelog updates, submit feedback, and more.

Connect your support email

Want to enable customers to contact you via support email (e.g. support@yourcompany.com) directly inside the Featurebase Inbox? You can forward incoming emails to your Inbox and centralize all support in one place – ready to assign, respond to, and organize just like any other message.

Set up team inboxes

Team inboxes help you better divide the workload and maintain a focused view of relevant conversations. You can assign conversations to a team, rather than an individual teammate.

Every team has its own inbox, so members can easily see and manage the conversations assigned to the group. In a team view, you’ll only get notifications about conversations assigned to that team. You can configure teams from Settings → Support → Teams.

Learn to set up teams: Setting up team inboxes

Set your office hours & expected response time

Set default office hours and share your reply time, so you can manage customers’ expectations and they know when you're out of the office.

Configure & learn to use 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. You can configure Macros from Settings → Support → Macros.

Learn more from here: AI replies & Macros

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

Boost efficiency with Workflows

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

Build inbox automations using Workflows to automate repetitive processes for your team. These can take actions on conversations (tag, close, assign, etc.), use conditional rules or branching, and track SLAs.

Learn more from here: Build inbox automations using Workflows

Personal preferences setup

Every teammate in your Featurebase workspace can choose their own unique combination of apps and information to display on the inbox, so your support team can easily troubleshoot issues or report bugs, and your sales team can set up demos or start trials for new customers.

Customize left sidebar

You can fully customize the left sidebar by pinning different team inboxes and views by clicking on the pencil icon beside Teams/Views and then pinning individual ones using the pin icon beside their name.

Note: You can't unpin team inboxes you're a member of. You also can't pin teammates whom you can't assign conversations to, this includes any teammates that have a "Lite" seat.

Customizing conversation details

Context is key to providing the best possible customer experience. You can customize your conversation details to show the exact information you need, and perform actions directly in external tools without needing to leave the conversation.

Choosing which attributes are visible

With User and Company details, you can also specify exactly which attributes you want to see. Just click “Show all” below the list. Then, use the pin icon to toggle visibility on and off, and click the back arrow at the top when you’re finished.

Note: Although you can pin the attributes you want to be visible, their display order cannot be changed. Additionally, the 'Company' attribute in the 'User Details' app within the Inbox cannot be pinned/unpinned.

Reordering apps

You can also reorder the app tabs to have them closer at hand when chatting with your customers. To do that, simply use the three dots that appear beside the app name and drag the app into the desired position.

Note: Some right sidebar items, such as assignee/team assigned can't be moved or removed.

Configure your notification preferences

Notifications help you stay on top of customer conversations, ensuring you never miss an important support request.

Each teammate in your workspace can individually manage their desktop, email, and mobile support notifications from Settings → Support → Notifications.

Learn more: Teammate notifications for support

More on the Support platform: