All below features and enhancements are available to customers from May 30, 2023.
New features and enhancements
GPT-based enhancements to Freshchat
Improve your agents tone, make it easier for them to expand their messages for customer clarity or summarize their conversations for escalations and handovers, generate variants, and answers based on suggested articles.
Multi-step CSAT survey builder
Build and send multistep CSAT surveys on WhatsApp, Email, and Instagram.
Explore the latest Freshchat Marketplace Apps
Improve agent productivity by connecting Freshchat with your everyday business tools.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
- Switching between tasks in Freshchat on the left pane continued to show properties from the older task.
- Some agents faced an issue where the @mentions was not working in email conversation editor.
- When conversations were grouped by the customer, the number of conversations was not updating in real time for some agents.
- For some customers, the auto refresh in the main account was not working properly, and they weren’t receiving the latest messages.
- Some agents would not be assigned the conversation despite accepting the incoming call on transfer request.
- Draft content was disappearing for some agents when they navigated to a different conversation.
- Private threads in email conversations were showing incorrect titles for some agents.
- Certain PDF attachments sent by the agent were not received by the end-user as a few characters were not supported in the file name.
- Sometimes, the conversation was not closed despite the Inactivity Timer being triggered (Resolver conversation) with Post agent resolution
- Sending messages in bulk from the People page threw an occasional error to the agents.
- Some automation rules were not updating the properties, causing issues with the tickets created via API from the bots module.
- The assignment rules were not working based on the user locale condition for some agents.
- The billing dates were incorrect for some accounts’ WhatsApp conversation invoices.
- Some agents faced issues while sending emails via Advanced Automations.
- While using trusted URLs, the preview option stopped working for some customers, who also had to add the bots URL.
- Sometimes, the Gupshup SMS template broke whenever a new line was used in the template body.
- While setting up the web widget, the widget launcher experience was different from the preview after launching it on some customer’s websites.
- The widget launcher would load with a broken image for some websites.
- For some customers customizing the widget, the preview and copy buttons would hide under the embed code tab.
- Certain user properties are not exported in reports. Similarly, The analytics module was not getting updated with multiple ticket actions in some cases.
- Sometimes, agents were unable to save a new API if they were creating it directly from a Dialog.
- When hyperlinks were added to a dialog, they would be misconfigured when they showed up on the Retrain page.
- Some customers were able to type out responses even when users configured the bot to receive responses via buttons.
- The bot builder wasn't automatically translating Espanol (Americas) for some Freshchat customers.
- User properties updated in the widget were not getting updated inside bots. Similarly, the set property action was not working for some customers who had been recently upgraded to the unified bot builder.
- The bot would sometimes override the customer location data while responding to customers.
- The content picker in the set property module would not be clickable at times. Similarly, the '+ New Dialog' Button was not working for some customers while creating their first dialog.
- The header icon were misaligned at times while using RTL languages. Similarly, some of the menus in the widget were not getting translated when we choose the language in between flows.
- The widget input box was hidden behind the keyboard for some customers using IOS devices.