Automate your support with AI, routing, and SLAs
Build workflows that route conversations based on context, assign to the right teammates, keep SLAs, and let AI answer first - across every channel.
Automate support on every channel no matter how complex
Bring the power of support automation to all of your support channels including Slack, WhatsApp, and more.
Start workflows on page visits, new conversations, specific events and much more.
Route conversations by plan, spend, office hours or AI context, each with its own steps.
Assign, tag, reply, apply an SLA or ask for a rating, with as many steps as you need.
Smart routing that knows your customers and your team
Route by channel, topic or the customerās plan. Your biggest accounts reach your priority team first.
Share conversations fairly with round robin or balanced assignment, and skip teammates who are away.
Set custom SLAs for each type of customer based on context, timed to your office hours.
Move urgent or overdue conversations up to your next support tier, with a higher priority and a note.
Automate what rules canāt, with AI inside your workflows
Add Fibi AI at any point of a workflow, with custom instructions for each step.
AI sorts conversations by issue type, intent or urgency, so they reach the right team.
When Fibi hands off, the workflow assigns the right team, applies an SLA and keeps the whole thread.
Connect Fibi to your API, so it can look up account context, extend a trial or update billing info.
Ready-made templates to get started in minutes
Triage issues to teams
Send each question to the right team, with Fibi answering first.
Answer Slack with Fibi AI
Fibi replies in Slack and hands off when a person is needed.
Convert trials to paid
Get trial feedback and show the value of upgrading.
Ask for a rating (CSAT)
Send a rating request after a teammate closes a conversation.
Collect lead details
Get a leadās email and company to follow up later.
Prioritize stale conversations
Bump conversations your team has not answered in a day.
Solve frequent queries
Answer common questions like āWhere is my invoice?ā at once.
+5 more templates
Friendly reminders, keyword tags, Fibi answering first and more.
Connect with your favorite tools
Connect Featurebase with your favorite tools in just a few clicks, with new integrations added constantly.
Built for support at scale. Ready for your next stage of growth.
- Customer issues
- 30M+
- Countries
- 186+
- Customers
- 1,600+
- Uptime
- >99.99%
Your customer data, protected
- SOC 2 Type II
- GDPR
- CCPA
Trusted by fast-growing software companies.
Read customer storiesāFeaturebase solves more than 80% of our support queries with AI. The answers are so perfect it feels like magic.ā
Umar KhanCo-founderāHaving all of our support in one place and automating responses, saves us and our customers a ton of time.ā
Clayton CombeCo-founderFrequently asked questions
Do I need to write code?
No. You build each workflow on a visual canvas from a trigger, conditions and actions, or start from a template and change any step.
What can start a workflow?
A new conversation, a customerās first message, a page visit, a customer or teammate who does not reply, a new ticket, a closed conversation and more. Each trigger lets you choose the channels, the audience and the timing.
Which channels do workflows run on?
The Messenger, email and Slack. One workflow can run on all three.
Can Fibi and my team work in the same workflow?
Yes. Add a āLet Fibi answerā step at any point, with its own instructions. When the customer asks for a person, its āIf escalated to humanā path can assign a team, apply an SLA or add a note, in the same thread. See AI Agent.
How does assignment work?
Assign a conversation to a team or a teammate. Round robin shares conversations in turn on the Professional plan. Balanced assignment, a limit for each teammate and automatic away are on Enterprise.
Can I set SLAs?
Yes. Set first response, next response and time-to-close targets that follow your office hours, and apply them from a workflow by plan, priority or any rule. The inbox sorts by the next breach. SLAs are on the Professional plan and up.
Can I check a workflow before it goes live?
A workflow stays a draft until you set it live, and the trigger shows how many people it reaches. Conversations that already started keep the version they started with.
How do I know if a workflow works?
Each live workflow shows how many people it was sent to, engaged with it and completed it.
Which plan do I need?
You can build workflows on any plan. Setting a workflow live needs Professional, which also has SLAs, round robin and Custom Fibi Actions. Balanced assignment and assignment limits are on Enterprise. Office hours start on Growth. See pricing.
Double your customers. Not your support team.
Join 1600+ modern software companies automating their support with Featurebase across all channels.