New Features and Enhancements

Phone channels page update

Three of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.

More details here. 

Upcoming Features and Enhancements

Email bot for Freshchat (Freddy Self Service)

Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles.

Narrow down FAQs (Freddy Self-Service)

Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables).

Bug fixes

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

Team Inbox bugs

1. Agents are unable to append conversations to existing tickets as the Select label option is not functioning.
2. In the Post resolution quality coach section, the name of the Account Admin along with the Agent is displayed, although the Account Admin did not handle the conversation.
3. Conversations get assigned to inactive Agents instead of Active ones.
4. Some Agents are unable to remove attached files when the chat widget is in compact view as the delete button is hidden.
5. Unable to tag Agents on private notes for some WhatsApp conversations.
6. Emojis sent from Slack are not displaying correctly on Freshchat.
7. Formatted texts sent from Slack are not displaying correctly on Freshchat.
8. Some Agents have observed that there is text misalignment when the conversation subject is long.
9. Some agents can only view a few conversations out of many that appear in search results.
10. Some Agents reported that the count for certain views is continuously loading.

Admin Experience bugs

1. Some Agents have not received scheduled reports set to be sent daily.
2. While adding a transparent logo to bots, some Agents observed a faint logo of the user beneath the bot logo.

Bot bugs

1. Failure in importing bots.
2. Mismatch in Conversation Status between Chat and Bot.
3. Display order is skipped in the Flows page when a template with Resend OTP Module is imported twice.
4. Enabling NLP from the banner in the Omni account fails if "Learn from FAQs" is enabled.
5. Resend OTP quick action is missing while importing OTP dialog.
6. Error banner not displayed for button text exceeding 20 characters in unpublished bot version.
7. Bot variables are not updated while changing values in Set Property Node action.
8. Templates imported from Freshsales instance missing while filtering.
9. Duplication of Flows while cloning Node groups with configured Natural Language Feedback.
10. Inconsistent phone number validation between chat and bot.
11. Conversation widget template bot preview fails to load for the second time.
12. Bot incorrectly considers the Yes/No button on the Ask feature as feedback.
13. Incorrect customer update events sent before name validation.
14. Customer name property updates despite the invalid name input.
15. Flows are invisible while executing actions with group assignment.
16. Unable to migrate bots with more than one answer bots.