Freshchat Release Notes - February 2024

New Features and Enhancements

Sentiment Analysis (Freddy Copilot)

Leverage Freddy to understand your customers’ emotions and prioritize conversation based on expressed sentiments. You can soon leverage sentiment reports to get insights to refine your support processes.

More details here. 

Freshchat-Playvox integration

Boost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.

More details here. 

Integrate RingCentral with Freshchat

Integrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.

More details here.

More inbox actions

Agents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.

More details here.

Enhanced translation logic for Freddy Self-Service features (Freddy Self-Service)

1. Bot conversation summaries will now be translated into the customer/agent languages.
2. The names of dialogs and APIs created using text prompts will be translated into the primary bot language.
3. Success and failure responses for text prompts will be translated into the Admin profile language.
4. Bot insights (insight names, utterances, bot flow names, dialog content, API names, and function names) will be translated into the language configured in the user's profile (agent/admin).

Upcoming Features and Enhancements

Bug fixes

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

Team Inbox bugs

1. Certain conversations in the inbox disappear intermittently, requiring a browser refresh for Agents to regain visibility.
2. Some Agents can view WhatsApp templates instead of using the text editor when the channel switcher is enabled.
3. Agents have noted that some conversations experience a 10-20-second delay upon arrival, leading to the breach of first response SLA.
4. Agents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window.
5. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied.
6. Agents are unable to view phone conversations on sorting.
7. Some Agents have noticed that emails with large content do not get created as conversations.

Admin Experience bugs

1. Agents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window.
2. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied.

Bot bugs

1. Utterances with “space” fail to save in Q&A.
2. Channel icon overlaps with the Use template option on the Templates page.
3. Failure in uploading localization files in dialogs.
4. Incorrect display of deploy script in Agent Assist bot.
5. Article link in the FAQ within Q&A section displays poorly.
6. Bot flow fails to trigger if flow is configured in Entity Recognition page.
7. Cloned bot version with custom function fails to execute.
8. Bot builder page freezes while switching between tabs.
9. Input translation fails in Multilingual Bot.
10. Incorrect behavior in bot conditions while using double quotes in condition.
11. Failure to capture customer name in contacts.
12. Bots with inputs configured in the flow fail to trigger.
13. File uploads fails for self service widget in bots.
14. Tags added to FAQs are from the Q&A section in the bit builder.

Cheers!