New product offering
Freshworks Customer Service (CS) Suite
Elevate customer service with AI-first experiences. The Freshworks CS Suite is an AI-powered solution for seamless customer service, conversational interactions, and comprehensive ticket management.
More details here.
New Features and Enhancements
| All Below features and enhancements are available to all customers from July 30, 2023. |
Freshworks Customer Service Suite - Unified Dashboard
Get real-time analytics of your support service across Freshdesk, Freshchat, and Freshcaller. Use the unified dashboard effectively to monitor agent availability, track ticket volume, gauge SLA performance, and take quick actions to ensure superior customer service.
More details here.
Freshworks Customer Service Suite - Unified Analytics
A robust reporting and analytics feature that combines diverse business data from multiple products into a centralized and accessible platform. With unified analytics, gain valuable insights and analyze critical information across Freshdesk, Freshchat, and Freshcaller (add-on) – all in one place.
More details here.
Assign conversations based on agent skills
Assign conversations to specific agents in your team based on agents' skills like languages, product knowledge, or customer type. Ensure that customers receive personalized support and resolutions to their issues, leading to higher satisfaction rates and an improved overall customer experience.
More details here.
Manage seasonal rush with occasional agents
Businesses can now add occasional agents to manage their seasonal spike in support volume. These agents will consume day passes every day they log in.
More details here.
Preventive validation in the bot builder
Prevents the deletion of dialogs, APIs, properties, and more if you are using them elsewhere in the bot builder. The bot builder will throw up a validation screen for you to confirm the deletion of components in use.
More details here.
Preview your bots for deployment
Preview your bots from within the bot builder to ensure you have set them up just the way you want before you deploy them. You can preview your bot performance across widgets and messaging channels for specific contacts before deploying them to all your customers.
More details here.
Snooze conversations for later
Agents can snooze conversations to a later time or date to keep their inbox clutter-free. Agents can temporarily set aside an issue and focus on other tasks while awaiting updates from the customer necessary for resolution.
More details here.
Chatbots on Mobile SDK now have more input options
Businesses can now add more input options to the chatbot deployed on their mobile app. They can choose options like dropdown, button, and OTP input.
More details here.
Two new patterns for their widget
Businesses can customize their widgets to better fit their brand’s tone with two new background patterns available, which can be accessed via the Appearance tab while setting them up.
Improvements in error reporting
We have improved the messages shown when specific errors occur with Twilio in Freshchat to make conveying what you need to fix easier.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
- When an existing action is edited in the bot builder, sometimes it was found that new actions were included automatically.
- If two different admins clicked on the edit draft button simultaneously, the admins faced issues being unable to edit the bot even in the draft status.
- When admins configured inactivity timers to trigger a new flow, sometimes, it would transfer the conversation to the new flow, create another new flow, and transfer it again. This infinite loop was triggered for some customers.
- Some customers observed that if customers had uploaded files directly through a widget, the bot would read the file as “content-type:Freshdesk”. However, if the customer uploaded their files or accessed them through a third-party, such as Postman, the type of the file gets updated, such as “image/jpeg”.
- Sometimes, conversations would get automatically closed if the NER validations failed because of a wrong email, phone, or name.
- Push APIs would occasionally fail when multiple widgets were set up.
- Sometimes, the response options regarding bots, such as carousels, buttons, and date pickers, would appear as an overlay that hid the other messages in the conversation.
- For some customers, when contacts are imported from Freshdesk into Freshchat (integrated as an Omnichannel account), the widget only displays the first few articles in the account.
- If admins used widgets with a phone number as the default property, the widget ran into issues and would not load.
- Conversations with new contacts occasionally show up with much delay in the Team Inbox. Contact creation in the UCR was slowed down, causing this delay UCR which has been fixed.
- Some URLs added to the reply text in the editor are not being converted to hyperlinks.
- The option to zoom into an image in the conversation needed to be fixed for some customers when they tried navigating using a mouse.
- Sometimes, agents could not use the Live Translate feature for their responses because the setLocale property was malfunctioning.
- The summary of the bot-customer conversation would get added after the agent started responding to the conversation assigned to them — instead of before their response.
- When some end-users used a VPN to change their IP address in the middle of a conversation, the IP address was not getting updated.
- Sometimes, agents noticed that the search bar would show multiple instances of the same contact they were searching for.
- The reply editor would become inaccessible to some agents if messages sent via the SMS or WhatsApp channels failed. Similarly, the reply editor would become unavailable if a mix of replies from both SMS and WhatsApp channels existed in the conversation.
- Sometimes, outbound messages that started the conversation with customers were not included in the conversation view. If the customer responded to the outbound message, however, the response and the outbound message would reflect in the conversation view of the agent.
- At times, the conversation pane would not show the conversations with the selected contact from the left pane. Similarly, The conversation URL wouldn’t update to match the contacts in the left pane.
- The reply editor would show multiple copies of the same email address of the recipient.
- Admins and agents of certain accounts faced issues trying to search for contacts from the Team Inbox page, where the search would result in zero results. The same contacts yielded results when searched for in the Contacts module.
- Admins of some accounts faced issues while disabling the CSAT surveys for Instagram, WhatsApp, and email channels.
- When admins integrated a Facebook page for the first time, sometimes the success message popup needed to be displayed even if the page was successfully integrated.
- Sometimes, the SLA timer would not function properly for the first response and response times.
- The timer would show the wrong duration of time left, or would not be running, or switch to show the seconds view if the SLA was breached.
- Similarly, some admins faced discrepancies in the wait times where the first response time of the conversations would be greater than the actual wait time in some reports.
- When the details of a contact (first name, last name, email) were updated, agents and admins could not use the updated details to search for the contact at times.
- Some admins reported that their message campaigns would reach customers excluded from the segment for which the campaign was built.
- Certain campaigns were getting triggered irregularly even when the admin had not started the journey.
- The search icon moved randomly when some admins scrolled the Integrations page.
- Sometimes, assignment rules were not populating the properties passed on from a User.
- When admins of certain accounts updated their support email using the account domain for the mail server, it automatically reflected as a verified email. The email should have been listed as "Unverified" since the DKIM verification is yet to be completed.
- Occasionally, admins integrating Freshchat with Freshdesk would get an error message about an “INVALID_FORWARD_MAILBOX.”
- Specific email fields went missing from the conversations' default properties.
Cheers!