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New Features and Enhancements

 

All features and enhancements below will be available to all customers from August 31, 2024.

 

Enhancements to the bot builder (Freddy Self Service)

Sort through bots, search conversions within versions, and ensure private dialogs do not impact conversations.

More details here.

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Retrain page enhancements (Freddy Self Service)

Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions.

More details here.

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Automerge of contacts

Automerge will not be performed when multiple contacts match by different identifiers, minimizing data loss. Additionally, the existing contact’s Contact ID will not change.

 

Upcoming Features and Enhancements

 

All features and enhancements below are coming soon to customers.

 

Automated Agent Handoff (Freddy Self Service)

Chatbots will soon transfer conversations to an agent or group, trigger a flow to collect more info, and use Intents to recognize such customer requests.

 

Auto-detect customer langauge (Freddy Self Service)

Chatbots will soon detect changes in the customer language and switch to the new language, if configured. If not, it will state that it's not yet trained in the new language, and proceed with the primary language.

 

Custom property based reporting (Freddy Self Service)

Admins will soon be able to generate reports based on custom properties to gain deeper insights into chatbot interactions and user data.

 

Live Translation Enhancement

Auto-translate offline responses during the away experience. This enhancement will support 18 more languages, including Japanese and Italian.

 

Non-modal slider for Freshchat apps 

Agents can edit information from the app widget on their workspace without interrupting their ability to view and respond to the conversation.

 

New data method for chat applications

App developers can access the updated numeric conversation ID across Freshchat.

 

Enhanced Topic filter on Advanced Automation app

Automate channel-specific use cases by setting up Topic-specific conditions in the Advanced Automation app.

 

Automating conversation title updates

Update conversation titles based on conversation properties by using placeholders.

 

Conversation filter API using custom properties

Filter conversations by users on a particular channel or a specific conversation status.

 

Microsoft Mail Server Integration

Integrate your Microsoft Mail server effortlessly, enabling streamlined support email processing with customizable configurations and secure login options.

 

Click-to-call from contacts

Click on a phone number to open the caller widget and make a call directly from contact details.

 

Bug fix: Chat getting unassigned 

With this fix, chat set to 'Waiting on customer' or 'Waiting on internal team' remain assigned to the agent even if the agent is unavailable.

 

Forum threads on the Contacts tab

Enable your agents to have more contextual conversations - they can soon view ongoing Forum thread discussions of customers from the Contacts tab.

 

Fullcontact API deprecation

Agents will not be able to view the contact details enriched via Fullcontact API soon.

 

Bug fixes

 

These were the bugs detected, and they’ve now been fixed.

 

Team Inbox bugs

  1. Some agents observed that when switching back to WhatsApp to send a message after interacting with a user via email and SMS, an error is displayed, and the message is not sent.
  2. Some agents observed clicking on the conversation transcript created via advanced automation redirects them to a blank page.
  3. Agent Widget does not load when browsers block third-party cookies.
  4. Some agents observed that in-app notifications are not received for new chat conversations initiated via the public API, despite having "Notify me when a chat conversation gets initiated" enabled.

Admin Experience bugs

  1. When agents attempt to resolve a conversation, along with ratings, and submit feedback, the submission fails, resulting in a 500 error.
  2. Some agents observed that invoices are not generated even when the WhatsApp integration is active on the account.
  3. The CSAT survey is not triggered for a conversation when it is reassigned to another agent via IntelliAssign after the original agent becomes unavailable.
  4. Some agents observed that when attempting to create an SLA using Freddy (Beta) via a prompt, it initiates the creation of a bot, instead of indicating the lack of SLA access.
  5. Some agents observed that previous events, such as FAQ read and page visit events, are not tracked or displayed in the contact's activity tab after converting a visitor into a contact.
  6. When the profile language is set to Arabic, the Freddy slider does not display in a right-to-left format.
  7. Some agents observed that the values for the contact or page properties are not displayed during the creation of a campaign or triggered message.
  8. Some agents observed that after saving a contact, if the last name field is empty, the first name value is automatically moved to the last name field after 5-10 minutes, leaving the first name field empty.
  9. Some agents observed that when sending a bulk reply to multiple email conversations, all recipients are visible in the 'To' field, allowing them to see each other’s email addresses.
  10. Some agents observed that the CSAT survey is not triggered for bot-resolved conversations.
  11. Some agents observed that the dropdown values for custom properties do not load when creating a segment.
  12. Some agents observed that in a Freshchat account integrated with Freshservice, users can create Freshservice tickets without filling in values for mandatory fields despite these fields being marked as required.
  13. Some agents observed that clicking on chat counts in the dashboard shows all chats instead of just those filtered by the selected group.
  14. Some agents observed that session breach emails are not sent to all admins and account admins when bot session consumption exceeds 50%, 80%, 90%, or 100%.
  15. Some agents observed that the conversation properties and Contact info widgets' non-modal sliders remain open and obscure content when switching to the Table view, instead of closing.
  16. Some agents observed that after switching back from Unified dashboards to Unified analytics, the display language reverts to English instead of remaining in Korean.

Bots bugs

  1. Some agents observed that a bot wouldn’t initiate a new conversation after resolving the first one.
  2. Suggested FAQs do not populate in analytics under answer-conversation metrics. 
  3. When External customer ID is enabled, the customer name is NULL instead of ‘Guest’. 
  4. When an invalid URL is added in the API configuration, the redirection fails with a 500 error.
  5. An API evaluation request sends the actual API executed status rather than a 2xx response. 
  6. Feedback messages aren’t shown in Activity logs or conversation history, even when shown to the customers.
  7. Some agents observed customer names being shown incorrectly in the chat UI.
  8. A bot won’t reliably sync newly created solution categories.
  9. Some agents observed that updating a flow would unmap it in feedback.
  10. Some chats marked a new session even when the first user input wasn’t received.
  11. Some agents observed that turning a Freddy suggestion placeholder node private would result in a blank page.
  12. Some agents observed that captions for rich media won’t display in Activity Logs.
  13. Importing a template with the “looking for something else” node into an existing bot fails. 
  14. Some agents noticed that feedback stars wouldn’t update if the responder changed their rating.
  15. Language/locale input isn’t validated and throws a 5xx error instead.

 

Cheers!

Hello,

I have a question regarding the new Automerge feature mentioned in this release notes.

Does this update mean that if different people use the same device to access our website's chat, their contact records will no longer be merged into one? For instance, if a husband and wife or two friends—who are effectively different clients—use the same device to chat with us, will their contact records and histories now remain separate?

We've been struggling with this issue for two years now, as the automatic merging of contacts has been causing significant challenges in our operations. We hope this update addresses this problem.

Thank you for clarifying!

Hello again,

I have another question regarding the upcoming Non-modal slider feature mentioned in the release notes.

Will this update allow our agents to switch between different chats without closing the ticket creation form when using the Convert to ticket feature? Often, agents need to gradually fill out a ticket while asking the customer questions, and being able to switch to other chats in the queue while waiting for a response would be incredibly useful.

This has been a significant issue for us over the past two years, and it's been limiting our ability to work efficiently.

Thank you for any clarification!

-removed-

Regarding the upcoming Click-to-call feature.

As I understand it, this feature might be related to the previously incomplete functionality of the mini-client card, where the phone number was displayed only as text. Could you please clarify if this new feature now allows us to click on the phone number in the mini-client card to initiate a call directly from the contact details? Or is this related to a different functionality?

I'll attach a screenshot for reference.

 

@Mykola Zhuravel - That’s correct. If you have FreshCaller or any CTI Integrated in your account, the phone number becomes clickable and allows you to make a call.

Hello,

I have a question regarding the new Automerge feature mentioned in this release notes.

Does this update mean that if different people use the same device to access our website's chat, their contact records will no longer be merged into one? For instance, if a husband and wife or two friends—who are effectively different clients—use the same device to chat with us, will their contact records and histories now remain separate?

We've been struggling with this issue for two years now, as the automatic merging of contacts has been causing significant challenges in our operations. We hope this update addresses this problem.

Thank you for clarifying!

Hi Mykola, 

Automerge change doesn’t seem to be relevant to the scenario you have outlined. It looks like you have unique users accessing Web Chat on your website on the same device. We will need to understand your precise setup to outline our final recommendations. I’d recommend starting a support ticket for that.

In general,

1. If logged in users can start a chat on your website, you must identify and ensure you are restoring them correctly. You should also clear user on log out event.

2. If different visitors can start a chat on your website from the same device, you must clear user after a tab close event or browser close event or every time your website loads a new session to ensure that we treat the next chat to be coming from a new user. The specific log out event you will have to decide based on how your website is used.

Hi Mykola, 

Automerge change doesn’t seem to be relevant to the scenario you have outlined. It looks like you have unique users accessing Web Chat on your website on the same device. We will need to understand your precise setup to outline our final recommendations. I’d recommend starting a support ticket for that.

In general,

1. If logged in users can start a chat on your website, you must identify and ensure you are restoring them correctly. You should also clear user on log out event.

2. If different visitors can start a chat on your website from the same device, you must clear user after a tab close event or browser close event or every time your website loads a new session to ensure that we treat the next chat to be coming from a new user. The specific log out event you will have to decide based on how your website is used.

Hi AnadiRajTiwari,

Thank you for the clarification.

It’s clear now that the Automerge update doesn’t address our specific issue. From what you’ve explained, Freshchat will continue merging contacts by default unless we implement additional mechanisms on our side to properly identify users.

You mentioned the need to clear user data after logout, session close, or page reload events, but this feels like a workaround rather than a solution. It’s disappointing that Freshchat doesn’t handle this scenario more effectively out of the box, especially given how common it is for different people to use the same device.

That said, it’s still not entirely clear what the Automerge update is intended to improve. Could you clarify what specific problem this update addresses if it’s not related to preventing the merging of different users on the same device? We’re struggling to understand how this update is relevant.

Thanks again for the response.

Best regards,
Mykola

Hi Mykola, 

Automerge change doesn’t seem to be relevant to the scenario you have outlined. It looks like you have unique users accessing Web Chat on your website on the same device. We will need to understand your precise setup to outline our final recommendations. I’d recommend starting a support ticket for that.

In general,

1. If logged in users can start a chat on your website, you must identify and ensure you are restoring them correctly. You should also clear user on log out event.

2. If different visitors can start a chat on your website from the same device, you must clear user after a tab close event or browser close event or every time your website loads a new session to ensure that we treat the next chat to be coming from a new user. The specific log out event you will have to decide based on how your website is used.

Hi AnadiRajTiwari,

Thank you for the clarification.

It’s clear now that the Automerge update doesn’t address our specific issue. From what you’ve explained, Freshchat will continue merging contacts by default unless we implement additional mechanisms on our side to properly identify users.

You mentioned the need to clear user data after logout, session close, or page reload events, but this feels like a workaround rather than a solution. It’s disappointing that Freshchat doesn’t handle this scenario more effectively out of the box, especially given how common it is for different people to use the same device.

That said, it’s still not entirely clear what the Automerge update is intended to improve. Could you clarify what specific problem this update addresses if it’s not related to preventing the merging of different users on the same device? We’re struggling to understand how this update is relevant.

Thanks again for the response.

Best regards,
Mykola


Mykola, appreciate your feedback. I will take it, discuss internally and identify if we can improve this behaviour.

Auto Merge improves user Identification for Web Chat
1. If there is an existing contact when a user is identified for first time in Web Chat, the contact id will stay intact. Today it changes.
2. If there are multiple matching contacts when a user is identified, we will pick a single contact based on priority of match (External ID > Email > Mobile). Currently, all matching contacts would have been merged.

Hi @Mykola Zhuravel ,

Thank you for posting your question and sharing a valuable insights on agents experience and expectations.

Further to your question:

  • Q: Will this update allow our agents to switch between different chats without closing the ticket creation form when using the Convert to ticket feature?
    • A: Unfortunately, this functionality is not currently available, but we appreciate the feedback and will take it into consideration for future updates.

Thanks,
Gautham

Auto Merge improves user Identification for Web Chat
1. If there is an existing contact when a user is identified for first time in Web Chat, the contact id will stay intact. Today it changes.
2. If there are multiple matching contacts when a user is identified, we will pick a single contact based on priority of match (External ID > Email > Mobile). Currently, all matching contacts would have been merged.

Dear @AnadiRajTiwari ,

Thank you for your response. After re-reading, I now understand that the Automerge feature update means that when a user is identified for the first time in Web Chat, their existing contact ID will remain intact, and the system won’t recreate their contact card.

Does this mean that it will improve access to the contact via API without delays caused by creating a new contact? Today, when a client accesses the chat from a different device, Freshchat initiates a process where the old contact card is deleted, and a new one is created, effectively changing the contact ID. This process takes about 10-15 seconds, during which we can’t perform a GET request to retrieve the client’s data because the contact card is temporarily unavailable in the database.

However, this still doesn’t address the issue of merging histories (tickets, chats, and calls histories get merged completely disrupts communication structure and client management.) for different users accessing the chat from the same device. Could you clarify if there are any plans to prevent this?

Unfortunately, this functionality is not currently available, but we appreciate the feedback and will take it into consideration for future updates.

Hi @Gautham Lakdive ,

Thank you for your reply, but I’d like to clarify a bit more. I understand that the Non-modal slider functionality is not currently available. However, my main question is whether the planned updates will address our specific issue: when an agent is filling out a ticket (e.g., Convert to ticket), the modal form currently blocks the chat window, preventing agents from switching between chats and continuing conversations until the ticket form is submitted.

If this isn’t what the update is solving, could you explain what exactly is being improved? The problem I described has been a long-standing issue for us, and it’s unclear what functionality is planned to resolve it.

 

@Mykola Zhuravel 

 

Apologies for any confusion! The new non-modal slider will allow agents to access and switch conversations without interruption. Please find the feature attached for your reference.

 

Thanks,
Gautham

Cheers we used to give you 60,000 flows now we give you zero!! 
And we only sent one communication for it! 

Cheers, chrome uses three gigs of Of RAM just to use the botbuilder!! 
 

 

Hi ! 

We're thinking of using whatsapp integration via freshchat.

Unfortunately, we've found that live translation doesn't work with the google translate API key for Whatsapp channel.

Will live translation via Freshchat be supported for whatsapp conversations? 
By the way, when will live translation on Freshchat be available? It's really great on Freshdesk! 

 

Thanks 😊

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