New Features and Enhancements
Freshchat Response SLA will be available for accounts in all regions from 9th Dec, 2022
All other features are available for all existing customers and new sign-ups.
Access support emails from your chat inbox in Freshchat
To deliver on our promise of ‘any channel-one inbox’, we now support emails in the chat inbox. Set up your support mailbox, bring emails to the Freshchat inbox, and have your agents stay on top of customer questions, irrespective of the channel.
More details here.
Freshchat Response SLA
Set SLA targets for the first response and every response in Freshchat. You can also set up different response SLAs for multiple scenarios.
More details here.
Bot Deflection Report in Freshchat
Measure the number of incoming conversations your bots deflect and optimize their overall effectiveness.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
-
The reply text was displayed without spaces when agents tried to add a message next to canned response placeholder in WhatsApp chat.
-
Custom contact fields did not sync from Freshdesk for customers using Freshdesk Omnichannel.
-
Read conversations changed to unread when agents refreshed the Inbox page.
-
Groups created on Freshdesk Omnichannel did not sync with Freshchat.
-
Users names were displayed on certain pages eventhough they were not logged in.
-
Customers were unable to add hyperlinks to custom user properties.
-
For customers using Freshdesk Omnichannel, few agents did not receive the chats assigned to them through Omniroute.
-
Chats were not auto-assigned to agents even though they were active on IntelliAssign.
-
FAQ suggestions were not displayed as expected over Facebook Messenger.
-
Custom widgets did not work as expected for customers on Freshchat CRM.
-
For Freshdesk integrated accounts, fields marked as ‘Do not show’ were displayed on Freshchat.
-
Agents and users with custom roles were unable to edit a contact in Freshchat.
-
There were issues in how the first response time was calculated.
-
There were issues with the number of campaign emails transferred when the customer moved from the monthly plan to the annual plan.
-
Few customers faced an issue where the end users received a response from unpublished bots.
-
Customers were unable to access the links on their website when the chat widget was loaded in full-screen mode.
-
Name, email ID, and phone number of end users were not captured in custom bot flow.
-
Each subsequent conversation from the end user was created as a new conversation for customers.
-
Few records were missing in bot export reports.
-
Few records were duplicated in scheduled export reports.
-
Mapped intent name was not displayed when a bot flow name was renamed with spaces at the end.
-
Carousel description text was displayed as HTML tags in the bot.
-
When using the chat widget on mobile view, customers had to hit the Back button multiple times to go back to the previous screen.
Cheers!