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.
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.
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.
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
- Not enough space for text in Team inbox Search bar
- Chats don’t move from Assigned to me view in Team inbox until browser refresh
- Link is broken in Team inbox, when FAQ link is added from Email editor toolbar
- Ability to scroll when there is only one conversation in the inbox
- Agent is unable to view custom view in team inbox although agent has permissions
- Content heavy email conversations change alter editor alignment
Analytics bugs
- Chat performance widget includes data from all groups instead of selected group
- Underlying data in Analytics displays incorrect timestamp for user initiated message
- Underlying data in Analytics displays incorrect data for CSAT surveys
- Dashboard shows Phone data when Freshcaller add-on is disabled
- Customer satisfaction widget name varies in Chat and Ticket dashboards
- Agents were able to enter preexisitng email addresses without facing any errors or blocks while adding multiple email addresses
Admin experience bugs
- Agents are able to access Admin created rule sets in Skills module.
- Desktop notifications are not always audible
- Automation to resolve phone conversations is not working
CSAT bugs
- CSAT survey sent for conditions not set in automation rules
- CSAT feedback is not reflected in inbox
API bugs
- Authorization tokens are sent in the API calls during Freshchat login
- Custom field names in multipart API payload type fail to update due to character limitations
Bot builder bugs
- Incorrect template is chosen by bot during channel switch
- Bots were triggered while agents where interacting with customers
- The bot fallback message would get triggered if the customer uses a “shift+enter” to break their messages into multiple paragraphs
- Carousel set up for bot flows scrolls to first input when clicked
- Incorrect article redirection by bot with article as response type in conversations inbox
- The bot builder screen is unresponsive when tabs are switched
- Few pages or screens in the bot builder fail to load with an increased number of intents.
- Partial display of chat widget in bot preview mode
- Bot conversations remain unresolved despite updating the resolution status
- Bot fails to respond in conversation widget due to unmapped flows in Feedback configuration
- Disabled intents trigger incorrect flows
- Chat icon disables on iPhone 13 (iOS 16) when text is entered
- Issues with scrolling the bot while configuring actions
- Backslash character added in the bot dialog is not visible in the translated text
- Bot variables fail to update in the user properties section
- Unable to open uploaded files and images in the bot due to token expiry issue
- Unable to use an existing bot template to create new bot flows
- Bot versions display inactive and outdated versions
- Bot flow creation fails within the Manage language section in bot flow configuration
- Chat widget fails to show quick action buttons in the published bots
- The Q&A module in bots incorrectly triggers the feedback flow and causes unintended customer feedback
- File download fails for multilingual bots
- Switching between live and template bots triggers incorrect API Calls