Featurebase & Slack Integration

Featurebase

Description Features Permissions Security & Compliance

Featurebase turns your Slack workspace into a complete customer support channel, giving your team one place to reply and resolve customer conversations directly from Slack – without giving up the structure of a real support inbox.:inbox_tray: Support Customers From Inside Slack- Turn messages from any connected Slack channel into structured conversations in the Featurebase Inbox
- Reply from Featurebase and your message posts back to the Slack thread, or reply directly in Slack and watch it sync the other way
- Collaborate as a team with private Discussion threads, assignments, and replies that post under your own Slack identity – not a generic bot
- Carry files, emojis, reactions, and rich formatting across both sides without losing context
- Works with regular channels, private channels, Slack Connect, and Enterprise Grid:robot_face: AI Support Agent for Slack- Resolve 70%+ conversations automatically by bringing Fibi AI support agent into every Slack channel to answer customers automatically 24/7 in any language
- Powered by your Help Center, past conversations, and company data so every reply is accurate
- Seamlessly escalate to a human teammate the moment a question needs one, with the full thread context intact
- Run custom actions like extending trials, pulling account info, looking up orders, or sharing billing details directly inside a Slack thread:zap: Workflows & Automations- Build no-code workflows that auto-triage, tag, assign, and route Slack conversations the moment they come in
- Send VIP customers to your senior support team or route billing questions to finance
- Apply SLAs based on rules, tag conversations by topics, and much more:bulb: Collect Feedback From Slack- Capture feature requests and upvotes with the /featurebase slash command from anywhere in Slack
- Right click on any Slack message to send it to Featurebase as a new post
- Get notified in Slack when new posts land on your boards, and approve or reject them inline if you use post moderationReady to bring real structure to your Slack support? Learn more at https://help.featurebase.app/en/articles/7062034-slack-integration

Featurebase will be able to view:

Featurebase will be able to do:

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General

Privacy & data governance

Data retention policy

Featurebase will retain customer data in accordance with GDPR and other data protection regulations, we will retain customer data as follows: Data minimization: We will only collect and store the minimum amount of customer data necessary for our services, in line with the data minimization principle. Limited retention period: Customer data will be retained only for as long as it is required to fulfill the purposes for which it was collected or to comply with legal, accounting, or reporting requirements. After that, the data will be securely deleted or anonymized. Secure storage: We will implement robust security measures to protect customer data from unauthorized access, alteration, disclosure, or destruction. This includes using encryption, access controls, and secure data storage solutions. Transparency: We will maintain transparency with our customers about the data we collect, how it is used, and how long it is retained. Customers will be provided with a clear and accessible privacy policy. User rights: We will respect the rights of customers to access, modify, delete, or restrict the processing of their data, in accordance with data protection regulations. Customers will be able to exercise these rights through an easy-to-use interface or by contacting our support team. Data breach notification: In the unlikely event of a data breach, we will promptly notify the affected customers and relevant authorities, in accordance with the requirements of data protection regulations.

Data archiving and removal policy

Featurebase will retain customer data in accordance with GDPR and other data protection regulations, we will archive/remove customer data as follows: Limited retention period: Customer data will be retained only for as long as it is required to fulfill the purposes for which it was collected or to comply with legal, accounting, or reporting requirements. After that, the data will be securely deleted or anonymized. Secure storage: We will implement robust security measures to protect customer data from unauthorized access, alteration, disclosure, or destruction. This includes using encryption, access controls, and secure data storage solutions. User rights: We will respect the rights of customers to access, modify, delete, or restrict the processing of their data, in accordance with data protection regulations. Customers will be able to exercise these rights through by contacting our support team.

Data storage policy

Featurebase will retain customer data in accordance with GDPR and other data protection regulations, we will your data as follows: Limited retention period: Customer data will be retained only for as long as it is required to fulfill the purposes for which it was collected or to comply with legal, accounting, or reporting requirements. After that, the data will be securely deleted or anonymized. Secure storage: We will implement robust security measures to protect customer data from unauthorized access, alteration, disclosure, or destruction. This includes using encryption, access controls, and secure data storage solutions.

Data center location(s)

Germany, Ireland, Netherlands

Data hosting details

Cloud hosted.

Data hosting company

AWS

App/service has sub-processors

App/service uses large language models (LLM)

Certifications & compliance

SOC attestation

https://help.featurebase.app/articles/8874192-security-faq#l65wxsopk2q

Data deletion request procedure

Our procedure for handling requests for data deletion is designed to comply with data protection regulations and ensure a timely and efficient response to such requests. Here's an outline of our procedure: Request submission: Customers can submit a request for data deletion by contacting us via email, specifying their email address as proof of identity. We will provide a dedicated email address for this purpose, ensuring that data deletion requests are sent to the right channel. Identity verification: Upon receiving a data deletion request, we will first verify the identity of the requester to ensure that the request is genuine and the person is authorized to request the deletion. This may involve checking the provided email address against our records or requesting additional information if necessary. Data search: Once the identity of the requester is confirmed, we will search our systems and databases to identify and locate all the data associated with the requester's email address. Data deletion: After locating the relevant data, we will securely delete or anonymize the data in accordance with our data retention policies and applicable data protection regulations. This will involve using secure deletion methods to ensure that the data cannot be recovered. Third-party data processors: If we have shared the requester's data with third-party data processors, we will inform them of the data deletion request and ensure that they also delete or anonymize the data in accordance with their own data retention policies and legal obligations. Confirmation: Once the data deletion process is complete, we will send a confirmation email to the requester, informing them that their data has been successfully deleted from our systems. Record-keeping: We will maintain a record of data deletion requests and their outcomes for audit purposes and to demonstrate compliance with data protection regulations. By following this procedure, we ensure that requests for data deletion are handled in a secure and compliant manner, respecting the privacy rights of our customers.

HIPAA compliant

While this app may offer HIPAA compliance, Slack does not have a business associate agreement with any third-party application providers, including those in the Slack Marketplace, so you are responsible for validating the provider's compliance and executing an appropriate agreement before enabling.

Security