What Featurebase changed

• The navigation links for "Workflows" and "Reporting" were updated from help article URLs to direct product pages.
• The "Workflows" link now points to a dedicated automation page.
• The "Reporting" link now points to a specific help-desk reporting path.
• A dynamic chat widget response was updated to provide more detail about an expired credit card.

Featurebase is moving its core feature documentation and landing pages from a generic help center structure to dedicated product paths. This suggests they are maturing these features into standalone pillars of their platform.

• Added "AI Copilot" features including conversation summaries ("Catch me up") and suggested replies for human agents.
• Introduced "Internal Notes" and tagging systems to help teams collaborate on AI hand-offs.
• Expanded the navigation to include a dedicated "Outbound" product for proactive support.
• Added a "Create View" interface for advanced inbox filtering based on customer spend, tags, and SLA status.
• Updated the product demo visuals to show deep integrations with SSO (Okta/Entra ID) and project management tools like Linear.

Featurebase is moving beyond a simple AI chatbot to a full "AI Copilot" that helps human agents work faster. This shift targets larger teams who need to summarize complex threads, draft technical responses, and link conversations to product roadmaps automatically.

• New Product Positioning: Shifted from a "support & product platform" to an "AI support suite" focused on resolving 80% of queries with AI.
• Help Desk Launch: Added a centralized inbox for Slack, Email, and Live Chat with ticketing and team collaboration features.
• Fibi AI Agent: Introduced a dedicated AI agent that can call APIs to perform actions like extending trials or updating billing.
• Advanced Workflows: Added SLA management (e.g., 1-hour first reply), intelligent routing, and proactive support tools like product tours.
• CRM Integration: Added deep customer context views showing plan, spend, and past conversations synced from CRMs.
• Pricing Update: Introduced a new pricing model starting at $29/seat plus $0.49 per AI resolution.
• Social Proof: Updated customer count to 1,600+ and added new testimonials from companies like SocialBu and Elementor.

Featurebase has evolved from a feedback tool into a full-scale customer support platform. By adding a Help Desk, AI agents, and SLA management, they are now directly competing with major support suites like Intercom or Zendesk, rather than just being a side-tool for product feedback.