New Features and Enhancements
| All features and enhancements below will be available to all customers from July 31, 2024. |
Support for JSON object array outputs
Admins will be able to process the entire API response body with custom functions in the bot builder.
More details here.
Travelport app for Freshchat/the Suite - Will be available from Aug 19, 2024
Improve support interactions with access to flight details within Freshchat with the Travelport app.
More details here.
PowerBI Connector App - Will be available from Aug 19, 2024
Use this app to create and use advanced statistical metrics by exporting your Freshchat analytics data into PowerBI.
More details here.
Custom properties in canned responses
Custom properties can be inserted into canned responses, alongside other standard properties in Freshchat.
More details here.
Social responses on Instagram
Agents can reply to public comments on your Instagram posts through Freshchat, with the response also appearing as a comment.
More details here.
Upcoming Features and Enhancements
| All features and enhancements below are coming soon to customers. |
Enhancements to the bot builder
Admins can sort through their bots, search conversions within a specific version, and ensure customer responses do not impact private dialogs.
Retrain page enhancements (Freddy Self Service)
Agents & admins can retrain their bots easily as they will allow search, filter, and find useful, helpful, and unhelpful bot interactions.
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.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Team Inbox bugs
- Reply editor draft gets removed when conversation properties or assignments are changed.
- Only a limited number of conversations are displayed in the custom view when a date range filter is applied.
- Certain Keyboard shortcuts don't work.
- Agents with custom roles are unable to start a conversation from the People page.
- Agents can send messages to a soft-deleted contact via the public API.
- Desktop notifications are not received when a private note is added to a conversation assigned to another agent.
Admin Experience bugs
- Agents with restricted roles can still assign tickets to other agents through the conversation properties.
- Whatsapp Invoices are not generated for BSP-migrated accounts.
- Freshchat-Freshservice integration: After deleting a group in Freshservice and syncing fields, the deleted field still appears on the FreshChat integration page.
- Disable the edit button if the user has been deleted.
- Open in Freshchat button is not shown in email notifications for customers who migrated from standalone to Customer Service Suite.
- Custom contact fields of type MultiLine Text are not displayed on the Freshdesk integration page.
- Agents are unable to change the IntelliAssign status for Freshchat within Freshdesk.
Bot bugs
- FAQ content is not sent to chat from Bots for articles configured without URL in Mobile Native SDK.
- Old tickets with same Customer ID are fetched by Bots on new conversations.
- New bot creation fails with agent assist feature enabled.
- Inconsistency in the appearance of the primary language field in the Manage Language section for bots created in some languages.
- Intents are not captured in the Analytics for the first customer conversation message.
- The Anaylze tab on the bots page is missing while switching from the Flows tab with Intent pane open.
- Incorrect error message is displayed when the Shopify action is deleted in the Flow.
- WhatsApp list footer translation is not saved in WhatsApp list input.
- Comma-separated values in API are incorrectly rendered as multiple headers in the API Library.
- Error loading the Train Intents option when the profile language is changed to a non-English language due to duplicate utterances.
- Hyperlinks in the FAQ Widget are not working if the first link is a PDF.
- Random names are appearing in Conversation and missing user details in the Widget.
- Mismatched template count is displayed on the Bot list view page when filters are applied.
- Feedback messages are missing in conversation history.
- Link redirection for an API is failing in Activity logs.
- If the External Customer ID option is enabled, the contact name is missing in the Conversations Tab on Bots.
- Bot flow page becomes blank while making a dialog private.
- Unable to filter Answered Queries by non-English language on the Natural Language tab.
- Bot fallback triggers in unsupported language in bot flow.
- Inconsistent display of Bots page when profile language is changed to Arabic.
- Incorrect number of consumed sessions after bot is previewed without any user inputs.
- Map flow is not retained in feedback when Ask another query is enabled.
- Incorrect toast message displayed while creating new condition.
- New categories are not synched across all bots despite have “Learn all” option enabled.
Cheers!