I've been searching through here and can hardly believe this hasn't been suggest. But having the ability to insert solutions into chat, like we do into ticket would be great.
Currently I have to go search for the tutorial (solution) then copy the link, take it to a Google Shortener or Bit.ly and shorten it, because otherwise its way to long. Copy that, then take it to chat.
Inserting tutorials into a chat would be huge improvement.
Yes, this is a no-brainer. I've no clue why Freshdesk didn't do this from day one with chat. It obviously should be implemented. In fact, any and all channels should have access to use the same tools... canned responses, solution articles, etc. Don't want to set up different environments for each channel. Please add solution articles to chat.
+12Hello,
Freshchat is the new messaging experience in Freshdesk and has replaced traditional live chat as a powerful alternative. In Freshchat, you can define FAQs and also display them to the user even before they initiate a chat conversation. This way it also helps in deflection.
Cheers!
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