New Features and Enhancements

Freddy Usage Report (Freddy Copilot)

Understand how your agents are making use of Freddy Copilot features.

More details here.

Learn from the Knowledge Base (Freddy Self Service)

Elevate chatbot intelligence with the knowledge base by training chatbots during bot creation.

More details here.

Live Translation (Freddy Copilot)

Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times.

More details here.

Proactive Quality Coach enhancements (Freddy Copilot) 

Agents can review their responses within the reply editor and check for relevancy in the context of the previous messages.

More details here.

Filtered search (Freddy Self Service)

Train bots to search for answers to customer questions based on user or conversation properties and offer contextual, personalized responses.

More details here.

Account property-based routing

Account properties can now be used as part of conditions in assignment rules to route conversations to specific agents/groups.

More details here.

Hubspot CRM Connector App

Sync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here. 

Google BigQuery Connector App

Sync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.

More details here. 

Amazon Redshift Connector App

Sync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.

More details here.

Insightly CRM Connector App

Sync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

Copper CRM Connector App

Sync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

Zoho CRM Connector App

Sync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.

More details here.

FullContact Connector App

View customer contact details in FullContact when you create a contact in the Suite.

More details here.

Upcoming Features and Enhancements

Support for JSON object array outputs

The bot builder will support response outputs in the format of an array of JSON objects.

Travelport app for Freshchat/the Suite

Improve support interactions with access to flight details within Freshchat with the Travelport app.

Custom properties in canned responses

Custom properties can be inserted into canned responses alongside other standard properties in Freshchat.

Social Responses on Instagram

Agents can reply to public comments on your Instagram posts through Freshchat, and the response will appear as a comment.

Bug fixes

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

Team Inbox bugs

1. Some agents observed that when changing groups in a conversation, the agent dropdown does not update correctly.
2. Some agents observed that the history of previously resolved conversations is visible in current conversations. 
3. Some agents have observed that despite having restricted access to the chat inbox, they can still reassign conversations using the conversation API. 
4. Some agents have observed that the error message for exceeding 2000 characters is displayed inconsistently.  
5. Some agents have observed that customers with their default language set to Korean cannot see default custom user properties in their accounts.
6. Some agents have observed that even when the file upload limit is exceeded, the file still appears in the list with an undefined name.  
7. The User Interface experiences issues when scrolling in the Team Inbox view when the agent's language is set to Arabic. 
8. Some agents have observed inconsistencies in the inbox view count when opening a single conversation via search results or notifications.
9. Some agents have observed that the attachment icon does not appear in the widget after a bot conversation is assigned to a group. It becomes visible only after an agent replies from the inbox.

Admin Experience bugs

1. Some agents have observed an issue with the search function on the Conversation files page, where recently uploaded files are displayed in the search results even if they do not match the search request. 
2. Some agents have observed that no asterisk mark is shown near the mandatory 'Enter away message' field.

Bot bugs

1. When searching for similar queries on the Q&A page, an empty utterance is now handled.
2. Added validations for language and locale input. 
3. Auto-generated tickets are now closed automatically if the inactivity timer runs out.
4. The input box disappears if the bot accepts a file upload input and then assigns the conversation to an agent.
5. OTP nodes aren’t displayed if configured with other node actions.
6. A feedback node without conditions interrupts the bot flow and moves the conversation to an agent.
7. Some agents get ReadTimeOut errors in the GDPR Delete action.
8. Some customers report that the Exit Chat button is incorrectly shown in the bot flow after being cached. 
9. Added validations to prevent creating custom properties with the same name as default properties. 

Cheers!