Loop documentation

1. Install Loop

From the Intercom App Store, search for Loop and click Install. You'll be prompted to authorize Loop to read your workspace identifier and admin email — Loop never reads your conversations or contacts.

2. Connect your Featurebase API key

After install, Loop appears in your Intercom Developer Hub. When you add it to a Messenger surface, the Configure screen prompts for your Featurebase API key.

Where to find your API key

1. Sign in to your Featurebase dashboard at <your-org>.featurebase.app
2. Click Settings → API
3. Click Create API key
4. Copy the key (starts with fb_live_) — Featurebase only shows it once
5. Paste it into Loop's Configure form

Loop validates the key by making a real call to Featurebase before saving. If the key is invalid, you'll see an inline error in the Configure form.

3. Add Loop to your Messenger

In Intercom, go to Settings → Messenger → Web → Home. Under Add apps to your Messenger, find Loop and drag it onto your Home screen.

You can apply audience rules (e.g. "only show on URLs containing app.yourdomain.com") to scope Loop to specific product surfaces. Don't forget to click Save in the top-right when you're done.

The Configure form

Loop's settings live in the Configure dialog that opens when you add Loop to a Messenger surface. Re-opening it later depends on your Intercom plan:

• If you see a gear icon on the Loop card in Messenger settings: click it to re-open Configure.
• If there's no gear icon (most plans): remove Loop from the Home screen and add it back. The Configure form will pre-fill with your previously-saved values, so you only change what you need.

The form has four sections:

• Featurebase connection — API key and category filter
• Sections — toggles for pills, Coming Next, full-roadmap button, comment counts
• Counts — items shown before "Show more", Coming Next item count
• Text — header, footer label, footer URL, Coming Next section title

Filter Loop to one product line

Multi-product workspaces often want Loop scoped to one product. In Configure, set the Filter to category field to a substring of the Featurebase category name.

For example, if your Featurebase board is called "Kiwi Size Chart & Recommender", setting the filter to Kiwi matches it. Substring matching is case-insensitive — so kiwi works too.

To run Loop for multiple product lines, install it multiple times on the same Messenger Home and apply different audience rules + category filters to each instance.

Customize the wording

Each text field in the Text section overrides Loop's default copy:

• Main header — default: "Recently shipped". Try "What's new" or "Just shipped" to match your brand voice.
• Coming next section title — default: "Coming next". Try "On the way" or "Building now".
• Footer button label — default: "See full roadmap". Could be "Submit a feature" if you point the URL at your feedback board.
• Footer button URL — default: your Featurebase roadmap. Could point to your changelog page, feedback form, or anywhere relevant.

Leaving any field blank uses the default. You can revisit anytime.

The "Coming next" section

Enable the Coming Next section to surface in-progress roadmap items at the bottom of Loop's card. This turns Loop from a backward-looking changelog into a forward-looking habit — customers come back to check what's being built.

Loop pulls items whose Featurebase status is set to Active / In Progress. Move a Featurebase roadmap post to the In Progress column → it appears in Loop within seconds. Mark it Complete → it migrates to your changelog (and to Loop's main list).

You can control how many in-progress items to show (2, 3, or 5) in the Configure form's Counts section.

My card shows "Loop needs setup"

Two possible causes:

1. Featurebase API key hasn't been saved

Open the Configure form (Messenger settings → Home space → Loop → Settings). The Featurebase API key field should already be filled. If it's blank, paste your fb_live_... key and click Save settings.

2. The API key was rejected during validation

Loop validates your API key by making a live Featurebase request before saving. Common causes of rejection:

• Typo in the key (extra space, missing character)
• Key revoked or rotated in Featurebase since last save
• Featurebase plan doesn't include API access (most paid plans do; free trials may not)

Generate a fresh key at Featurebase → Settings → API and paste it again.

My Loop card is empty

The most common causes, in order of likelihood:

1. No public changelog entries

Loop pulls from your Featurebase changelog — not your roadmap's Done column. If your team hasn't published any changelog entries, Loop has nothing to show.

Visit https://<your-org>.featurebase.app/changelog as an anonymous visitor (incognito window). If that page is empty, Loop will be too.

2. Category filter doesn't match

If you set a Filter to category value, Loop only shows entries tagged with that category. If the filter doesn't match any category names in your Featurebase entries, you'll see nothing. Try removing the filter to verify entries exist; then set it to a substring that actually matches.

3. All entries are hidden from board / widgets

Featurebase entries with the Hide from changelog board / widget embeds flag set are intentionally excluded from Loop (matching their behavior on your public board). If you suspect this, check the entry in Featurebase admin — under publish settings.

Changes don't show up in the Messenger

Intercom aggressively caches Canvas Kit responses per workspace. Even when Loop's API returns updated data, your live Messenger may show a stale version for up to 30 minutes.

Three ways to force a refresh:

1. Hard refresh the page where the Messenger is loaded (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac)
2. Different browser with the same login — fresh Intercom session, fresh canvas fetch
3. Wait it out — Intercom's cache TTL for Canvas Kit is typically 15–30 minutes

Why doesn't entry X show up?

Loop respects Featurebase's own visibility rules. An entry is hidden from Loop when:

• The entry's state is not live (drafts and scheduled entries are excluded)
• The entry's notifications.<locale>.hideFromBoardAndWidgets flag is true
• The entry's category doesn't match your Loop category filter (when set)

Segment restrictions (allowedSegmentIds) are intentionally not enforced — Loop's stance is to show what was shipped to all viewers, since we can't reliably map Intercom users to Featurebase segments.

Install errors

"redirect_uri_mismatch" during OAuth install

Intercom's Dev Hub saved redirect URL doesn't exactly match the redirect URI Loop is requesting. Usually a trailing slash or http/https mismatch. If you're the installer, this is on Loop's side — email support@kbpulse.com with a screenshot of the error URL.

"App is not installable" or similar Intercom error

Your Intercom workspace plan may not support third-party Messenger apps. Loop requires a plan tier that allows Canvas Kit apps on Messenger Home — check with your Intercom admin.

Configure form opens but doesn't include Featurebase fields

This shouldn't happen in normal use. If it does, the most likely cause is that you're seeing a stale cached version of the form. Try:

1. Hard-refresh the Messenger settings page (Ctrl+Shift+R)
2. Uninstall + reinstall Loop in your workspace
3. Email support if it persists

Card shows but clicking items does nothing

If Loop renders the list but tapping an item doesn't open the detail view, you're likely on a cached old Canvas Kit version. Wait 30 minutes for Intercom's cache to expire, or hard-refresh the page where the Messenger loads.

FAQ

Does Loop read my Intercom conversations or contact data?

No. Intercom's Canvas Kit platform auto-grants apps four read-access scopes that cannot be deselected (Read users, Read companies, Read conversations, Gather App data) — but Loop's source code never calls those endpoints. The only Intercom API call Loop ever makes is /me once during install, to fetch the installing admin's email for support contact. See our privacy policy for the full disclosure.

Can I use Loop with a private Featurebase changelog?

Loop reads from your Featurebase API using your API key, so it can technically render entries that aren't on your public changelog board. However, by default Loop respects the Hide from changelog board / widget embeds flag, so hidden entries stay hidden in Loop too.

What happens if my Featurebase plan changes or my key expires?

Loop will fall back to a "this card is being updated" state and stop rendering until you update the key. We don't currently send an email alert when this happens — that's planned for a future release. For now, check Loop's card periodically if you change Featurebase plans.

How many Featurebase API requests does Loop make?

Loop makes one Featurebase API call per Messenger session that opens Loop's card — typically one or two calls per customer interaction. We do not poll Featurebase in the background. If you're worried about hitting Featurebase rate limits, our load is light: typically < 100 calls per workspace per day in steady state.

Can I install Loop on multiple Intercom workspaces with one Featurebase account?

Yes. Each Intercom workspace stores its own Loop config (Featurebase API key, category filter, display options). You can use the same Featurebase API key across multiple workspaces.

Is Loop available in languages other than English?

Loop's own UI labels are English-only at launch. The content Loop displays (your changelog entries) renders in whatever language they're written in Featurebase. Localization (i18n) for the card chrome itself is on the roadmap.

Data handling

Loop stores:

• Your Intercom workspace ID + OAuth access token
• Your Featurebase API key (encrypted at rest with AES-256-GCM)
• Your Configure settings (category filter, toggles, text overrides)

Loop does not store:

• Any Intercom Messenger conversations or messages
• Customer contact data
• Anything from your Featurebase content beyond what Loop renders

See our privacy policy for the full data handling disclosure.

Uninstall and data deletion

To remove Loop, uninstall it from your Intercom workspace via Settings → Apps → find Loop → Uninstall. Intercom sends us an uninstall webhook and we mark your tenant deactivated.

Your data is retained for 90 days after uninstall to allow easy reinstallation, then permanently deleted. To request immediate deletion under GDPR Article 17, email support@kbpulse.com with your workspace ID. We confirm deletion within 7 business days.

Get support

Email support@kbpulse.com with:

1. Your Intercom workspace ID (find it in Settings → Workspace data)
2. A description of what you're seeing vs what you expect
3. A screenshot of Loop's card and your Configure settings

We respond within 1 business day.