Featurebase overview: AI customer support, features and pricing

Customers want answers when they get stuck. Your support team needs to deliver them while managing incoming conversations, investigating technical issues and keeping response times under control.

AI can take on part of that work. But the full support experience also depends on what happens when a question needs a person: who receives it, what context they see and how the issue gets resolved.

Featurebase brings AI and human support into one platform. This guide covers its main support capabilities, how they work together, what customers report and how pricing works.

What is Featurebase?

Featurebase is an AI customer support platform for software companies. It combines Fibi AI Agent, an omnichannel inbox, ticketing, a help center, workflows and support reporting.

Fibi answers customer questions using your knowledge sources and configured instructions. Your team manages conversations that need human help through the same support environment.

Best for: software teams that want to automate customer questions, coordinate support across channels and track service quality.

The platform supports the full process: helping customers find an answer, handing issues to teammates, managing ongoing investigations and reviewing the results.

6 key Featurebase customer support features

1. Fibi AI Agent

Fibi is Featurebase’s customer-facing AI agent. It uses knowledge sources such as help articles, website content, files and supplied questions and answers to respond to customers.

Teams configure its instructions and decide when a conversation should move to a person.

What Fibi can do:

• Answer product questions. Explain documented features, settings and troubleshooting steps.
• Use configured actions. Retrieve information or perform tasks through connected APIs.
• Hand conversations to teammates. Let a person continue when the customer needs additional assistance.

Custom actions are available on Professional and Enterprise plans. For example, a team could configure an action to check account information or extend an eligible customer’s trial.

Those actions require a connection to your systems and instructions defining when they should run.

2. Omnichannel inbox and AI Copilot

Featurebase’s shared inbox brings live chat, email and Slack support into one workspace, with channel availability depending on your plan.

Agents can assign conversations, view customer information and coordinate through internal notes and teammate mentions.

AI Copilot helps the support agent. Fibi answers the customer. Copilot assists with finding information and preparing responses that a teammate can review before sending.

That distinction matters when evaluating AI support. Some conversations can be handled directly by an AI agent. Others benefit from a person using AI to investigate and respond.

Featurebase also offers mobile apps for teammates who need to receive notifications and reply away from their desks. Its support setup guide covers the available channels and apps.

3. Ticketing and human handoff

Featurebase separates everyday conversations from issues that need structured follow-up.

Conversations are message threads with customers. Tickets add fields and statuses for work that requires investigation, several steps or help from another team. This distinction is documented in the inbox overview.

For example, a question about changing a setting may be resolved in chat. A recurring integration failure may need a ticket with an owner, investigation details and progress updates.

When Fibi hands a conversation to a teammate, the teammate can see the existing exchange. The customer’s explanation and the answers already attempted remain available.

Featurebase’s ticketing tools help teams coordinate that longer-running work and keep customers informed.

4. Help center and AI search

Featurebase’s help center gives customers a place to find documentation and troubleshooting instructions. AI search lets them ask questions and receive answers based on the available content.

Customers can also access help through an embedded widget within your product or website.

For a software support team, useful starting content includes:

• Account setup and permissions.
• Billing and subscription questions.
• Integration instructions.
• Common errors and troubleshooting steps.

The help center also supplies knowledge for AI support. Clear, current documentation gives customers and Fibi a stronger basis for answering questions.

A useful operating habit is to review repeated support questions each week and update the articles that leave customers stuck.

5. Workflows, routing and SLAs

Featurebase’s workflow builder automates repetitive support processes. Teams can collect information, tag conversations, route requests and decide where Fibi should participate.

For example, a workflow can ask which product area a customer needs help with before assigning the conversation. Another can collect details needed for a technical investigation.

Common applications include:

• Routing conversations to the appropriate team.
• Collecting issue type, urgency or account information.
• Adding Fibi at a selected stage.
• Snoozing or closing inactive conversations.
• Requesting customer satisfaction feedback.

Service level agreements help teams track response commitments. Workflows and SLA capabilities are available on Professional and Enterprise plans.

6. Support reporting

Featurebase’s reporting tools cover conversations, tickets, Fibi, Copilot, response speed, SLAs and customer satisfaction.

Teams can review changes in support demand and inspect the records behind a result.

For example, an increase in escalations might come from a particular product area. Reviewing those conversations can reveal whether customers need better documentation, a new AI action or more specialist support.

Useful questions to review regularly include:

• Which topics generate the most conversations?
• Where does Fibi resolve questions successfully?
• Which issues still need a teammate?
• How quickly does the team respond?
• How satisfied are customers with the help they receive?

These questions connect automation with service quality.

How does a support conversation work in Featurebase?

A Featurebase support workflow can combine an AI answer, human handoff and structured investigation.

Consider this illustrative example: a customer cannot invite a teammate to their workspace.

1. The customer starts a conversation. They ask for help through the in-app Messenger.
2. Fibi provides the documented answer. It explains the relevant invitation steps and account requirements.
3. The customer needs more help. The suggested steps do not resolve the issue, so the conversation moves to a teammate.
4. The agent investigates with context. The teammate reviews the conversation, checks available customer information and creates a ticket if further work is needed.
5. The team resolves and reviews the issue. The agent explains the outcome. If the question exposed a documentation gap, the team updates the relevant article.

Support agents can also capture product requests from conversations when needed. That is an additional capability within the support workflow.

What do customers report about Featurebase’s AI support?

In a testimonial published on Featurebase’s AI agent page, SocialBu co-founder Umar Khan reports that Featurebase resolves more than 80% of SocialBu’s support queries with AI.

That figure is a customer-reported result for SocialBu. Your own evaluation should use your knowledge content, customer questions and handoff rules.

A useful trial should include straightforward questions, ambiguous requests and issues that require a person. Review whether customers receive correct answers and whether escalations reach the appropriate teammate with enough context.

How much does Featurebase cost?

Featurebase offers a Free plan and three paid subscriptions:

Prices checked on October 30, 2026. See Featurebase pricing for current rates and plan details.

Growth adds email support and access to Fibi. Professional adds capabilities such as Slack support, workflows and SLAs. Enterprise includes further administration and workspace controls.

Paid plans include 10 AI Copilot conversations per seat each month. Unlimited Copilot usage costs an additional $19 per seat/month.

How is Fibi usage billed?

Fibi costs $0.49 per resolution, separately from the subscription.

A resolution counts when the customer confirms the answer helped or leaves after receiving an answer without requesting further assistance. Featurebase charges once per conversation. If the customer returns seeking additional help, the resolution charge is removed under its billing rules.

Example support budget

Three Growth seats on annual billing represent $87 per month, with the subscription billed at $1,044 annually.

At 200 billable Fibi resolutions per month:

• Subscription: $87 monthly equivalent.
• AI resolutions: 200 × $0.49 = $98.
• Combined monthly equivalent: $185, before taxes and optional extras.

Who should consider Featurebase?

Featurebase is worth evaluating when your software company needs AI and human support to work together across daily customer conversations.

It is particularly relevant when:

• Recurring questions consume a significant share of support time.
• Customers need answers outside the team’s working hours.
• Agents switch between live chat, email and customer Slack channels.
• Technical issues require clear ownership and follow-up.
• The team wants to measure AI performance alongside response times and customer satisfaction.

Start by testing your most common questions and your most important escalation scenarios. Check the quality of the answer, the handoff experience and the work required from your team.

You can explore Featurebase’s support platform to evaluate that workflow.

FAQs

What is the difference between Fibi and AI Copilot?

Fibi responds directly to customers and can perform configured actions. AI Copilot helps human agents find information and prepare replies for review.

Can Fibi hand a customer over to a person?

Yes. A teammate can continue the same conversation and see the existing exchange. Teams can configure routing and handoff behavior.

Which support channels does Featurebase cover?

Featurebase supports live chat, email and Slack support. Availability varies by plan, so check the channels included in the subscription you are evaluating.

Does Featurebase have a free support plan?

Yes. The Free plan includes one seat, live chat, inbox and ticketing, unlimited conversations, and up to 50 help articles. Fibi requires a paid plan.