New Features and Enhancements
| All Below features and enhancements are available to all customers from January 30, 2024. |
Proactive Quality Coach
Let AI review your agents’ answers in real-time, right before they hit Send, and suggest improvements for better response quality and consistency.
More details here.
Custom functions in the bot builder
While building a bot, admins and agents will be able to create and use functions that can achieve the specific business requirements of each customer.
More details here.
Importing bot templates
Import templates into existing bots, easily incorporating new features. Also, introducing new bot templates that can be mapped to any channel.
More details here.
Freddy powered RegEx creation to build bots
Just ask Freddy to generate a RegEx to fit your specific business requirements.
More details here.
Added inbox table view capabilities
Agents can now assign groups, other agents, and statuses in bulk to conversations from the inbox table view.
More details here.
Email enhancements for Freshchat
Upgrades to email on Freshchat, including improvements to the email card layout and support for agent reply templates.
More details here.
Parallel conversations in Freshchat
Customers can now have multiple conversations with a business on the same topic, allowing them to track their issues better. This is available on demand.
More details here.
Engage with customers over TikTok Shop
Integrate TikTok Shop with Freshchat through a custom app and engage with customers over TikTok Shop.
More details here.
Channels interface enhancements
Configure settings for SMS, GBM, and Mobile SDK from the Channels page itself, without navigating to the Topics page.
More details here.
New input types for Facebook bots
Make your Facebook chatbots more interactive with 4 new input types for your customers - buttons, carousels, articles, and rich text.
More details here.
Contact 360 enhancements
We are improving the contacts 360 page to make it easier for agents to get the details they need. Agents can also toggle between the old and the new experience.
More details here.
Advanced CSAT enhancements
It's now easier to configure the CSAT survey with a larger template selector, a more accessible configuration screen, and support for up to 30 questions per survey.
More details here.
Introducing a new quick actions button
The new ‘Ask another query’ will be a quick action button to allow customers to start a new conversation with the chatbot quickly. This is available for bots across channels.
Upcoming Features and Enhancements
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Team inbox bugs
- Numbers overlap with text when there are long entries in the team inbox.
- Conversation initiated time is not displayed once the agent changes the profile language to Arabic.
- Agents encounter a blank page while moving from the Contacts page to the team inbox.
Admin Experience bugs
- Agents encounter looped scrolling while searching in the Team Inbox.
- Agents were unable to downgrade from Estate to Growth plan as the page was unresponsive.
- Agents are unable to add holidays to business hours in the Firefox browser.
- On the tickets page, conversations created through the phone channel are marked as chat.
- Agents with the profile language as Arabic are unable to view the toggle option for the Intelliassign feature.
- Agents are unable to open the search bar to view specific conversations.
- Watch demo and New bot buttons are misaligned.
- Previews for templates are not opening.
- The execution of the bot flow halts when the button name and quick action name are identical.
- Additional space between check box and text in bot builder.
- Alignment issues in the condition section of the bot builder.
- Search text does not clear after adding conversation properties from content picker.
Cheers!