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New Features and Enhancements

 

All Below features and enhancements are available to all customers from November 30, 2023.

 

Proactive Conversations

Agents can proactively contact customers to address potential issues, make personalized recommendations, and offer a personalized experience to customers.

More details here.

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Bot template for Klevu

Enable your customers to seamlessly browse your product inventory from any channel using bots built with this template.

More details here.

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Email enhancements for Freshchat

Create new conversations in your customers’ names when forwarding their email to the support email. Offer a better agent experience with email inbox layout enhancements.

More details here.

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Channels interface enhancements for Emails

Configure settings for each new support email ID from within the Channels page without having to navigate to the Topics page.

More details here.

 

Login improvements on the mobile app

Agents can now log into the mobile app using their configured account URL. This includes all custom URLs and URLs that end with .freshworks, .myfreshworks, and .freshchat .

 

Upcoming Features and Enhancements

Check them out here!

 

 

Bug fixes

The following bugs are fixed:

 

Team Inbox bugs

  1. Not enough space for text in Team inbox Search bar 
  2. Chats don’t move from Assigned to me view in Team inbox until browser refresh 
  3. Link is broken in Team inbox, when FAQ link is added from Email editor toolbar 
  4. Ability to scroll when there is only one conversation in the inbox 
  5. Agent is unable to view custom view in team inbox although agent has permissions
  6. Content heavy email conversations change alter editor alignment 
 

Analytics bugs

  1. Chat performance widget includes data from all groups instead of selected group
  2. Underlying data in Analytics displays incorrect timestamp for user initiated message 
  3. Underlying data in Analytics displays incorrect data for CSAT surveys
  4. Dashboard shows Phone data when Freshcaller add-on is disabled 
  5. Customer satisfaction widget name varies in Chat and Ticket dashboards 
  6. Agents were able to enter preexisitng email addresses without facing any errors or blocks while adding multiple email addresses 
 

Admin experience bugs

  1. Agents are able to access Admin created rule sets in Skills module. 
  2. Desktop notifications are not always audible
  3. Automation to resolve phone conversations is not working 
 

CSAT bugs

  1. CSAT survey sent for conditions not set in automation rules 
  2. CSAT feedback is not reflected in inbox 
 

API bugs

  1. Authorization tokens are sent in the API calls during Freshchat login
  2. Custom field names in multipart API payload type fail to update due to character limitations
 

Bot builder bugs

  1. Incorrect template is chosen by bot during channel switch 
  2. Bots were triggered while agents where interacting with customers 
  3. The bot fallback message would get triggered if the customer uses a “shift+enter” to break their messages into multiple paragraphs 
  4. Carousel set up for bot flows scrolls to first input when clicked 
  5. Incorrect article redirection by bot with article as response type  in conversations inbox 
  6. The bot builder screen is unresponsive when tabs are switched
  7. Few pages or screens in the bot builder fail to load with an increased number of intents.
  8. Partial display of chat widget in bot preview mode 
  9. Bot conversations remain unresolved despite updating the resolution status 
  10. Bot fails to respond in conversation widget due to unmapped flows in Feedback configuration
  11. Disabled intents trigger incorrect flows
  12. Chat icon disables on iPhone 13 (iOS 16) when text is entered
  13. Issues with scrolling the bot while configuring actions
  14. Backslash character added in the bot dialog is not visible in the translated text
  15. Bot variables fail to update in the user properties section
  16. Unable to open uploaded files and images in the bot due to token expiry issue
  17. Unable to use an existing bot template to create new bot flows
  18. Bot versions display inactive and outdated versions 
  19. Bot flow creation fails within the Manage language section in bot flow configuration  
  20. Chat widget fails to show quick action buttons in the published bots
  21. The Q&A module in bots incorrectly triggers the feedback flow and causes unintended customer feedback
  22. File download fails for multilingual bots 
  23. Switching between live and template bots triggers incorrect API Calls
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