Live Chat Requests

Thanks for the feedback, Matthijs. Having permissions for certain to chat/not chat is something we are looking into. Not sure if it would come in immediately, but its definitely on our roadmap. As for the other request, currently when you see a chat notification it also specifies the page the visitor is currently on - would this solve your issue?

My company also needs the option to turn chat on and off for different products. For one product, we have too much traffic and not enough agents. We would need to be able to turn it off for that product, but leave it on for the products with less traffic. We would also need to associate agents with specific products so that an agent that is an expert at one product can not chat for a project s/he isn't familiar with. 

We would like to see these features as well.

We would like to have multiple chat widgets which are named like in freshfone, so an incoming chat displays the name.

Hey guys - we now have chat available for multiple widgets. You will have as many widgets as you have products in Freshdesk and can configure customizable colors and messages for each product. We are still working on automatic agent routing based on the widgets, but currently you will be able to see which website/page the chat came in from and accept accordingly.

Jessica - As per your requirement, you will be able to turn off chat for some products, and have them on for others. Hope this works for you!

Thanks for using our live chat feature :)

Thats definitely not the expected behavior, Mathias. Your earlier configurations should be retained. i'm gonna create a support ticket for you so we can look into this. 

"We are still working on automatic agent routing based on the widgets,"

This is really important and underestimated.  Freshdesk as a product is meant to improve customer service but when the chats get to the wrong agents it adds unnecessary delays and isn't really acceptable in today's customer service environment.

You can restrict Agents to groups to view tickets and products - why can't this be so for Products for  Freshchat?

Matthew - I understand the importance of routing chats based on products. The reason why it was not automatically available in chat is that the backend we needed to support a real time routing is different from the ticket routing that we use. 

That being said, our team is working on chat routing based on products and hope to get it out to you by Christmas. Please bear with us until then, and do continue to share your feedback!

Greetings. Along the chat lines... it would be great to offer canned responses there also, rather than copying/pasting or retyping frequently used questions, etc. Thanks!

Good idea Judith.

Hey Judith - canned responses is something we have on our list, but we wont be able to get to it until Q2 of next year, as we are working on chat routing, reports and some other features.  I understand it will really help in being more efficient while chatting, will try to bump it up based on when we get our features out.

Thanks for the feedback!

Thanks!

Hi Smrithi We just starting using Freshdesk with FreshChat at Stanly Community College to provide technical support to students and employees on and off campus. So far we love Freshdesk and the only complaint we really have is canned messages missing in chat. Our previous outdated helpdesk software had canned messages in chat and it really speed up responses.  Now we are having to copy and paste our responses in and it takes a lot longer to do. I've read your previous replies about canned messages and the reply about canned message coming to FreshChat in Q2 of next year. Does that mean sometime in July 2015? Can you pass the word to FreshChat developers that this is a badly needed feature and maybe it will entice then to finish it sooner? 

Terry - thanks for the great feedback :) Will definitely keep this in mind while we are prioritising our next set of features.

"That being said, our team is working on chat routing based on products and hope to get it out to you by Christmas. "

Any update on the chat routing?

Matthew - Chat routing is out now, and is available for Estate and Forest plans.

Awesome Smrithi can you tell us more about how the chat routing works or point us towards the right documentation to help. I suspect this will help divide chat up so we don't have one chat cue for all chats?

Terry - you can find documentation regarding chat routing here - https://support.freshdesk.com/support/solutions/articles/181689-customizing-your-freshchat-

In your admin settings, you will find this option under Chat->Preferences. Hope that helps!

Hi, I would love for our customer's using mobile devices to be able to chat with us. At the moment this doesn't seem possible if the customer is using an iPhone or an iPad- are there plans to fix this in the near future? Thanks, Katie

Katie - the team is currently working on the backend to extend chat to other devices. Once thats done, we can start work on the mobile apps. Unfortunately, I don't have an ETA for this right now :(

Hi, I'm not sure if I explained myself properly (or if I'm confused by your answer-sorry!). 

I don't want to personally be able to use freshchat on a mobile as a vendor; rather at the moment I can see that customers of our website are not able to use freschat to chat to us on a mobile or ipad. This is the same on your website, I cannot use freshchat to chat with you on an ipad. Is this what is currently being worked on? Thanks!

Thanks for clarifying, Katie. Chat on mobile browsers is also on the roadmap, and does not have other dependencies. We have it planned for Q1.

Fantastic! Is there a way to be notified when this is ready to go?

I will post it on this forum :)

Thanks so much! :)

Folks,

Please checkout Freshchat - our modern messaging software alternative to the traditional live chat systems. It is API powered and also provides you an option to configure targeted campaigns for your site visitors.

Cheers!