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New Features and Enhancements

 

All features and enhancements below will be available to all customers from November 30, 2024.

 

Enhanced Content Assistance for Agents (Freddy AI Copilot)

Formatting now stays consistent when using Rephrase, Tone Enhancer, and Expand, ensuring smoother edits. Additionally, a new summary format highlights issues, actions, and outcomes, enabling faster resolution of customer queries.

More details here.

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Drag and drop in the bot builder (Freddy AI Agent)

You can move dialog boxes within a flow, adjust the order of flows, and rearrange buttons and dropdown options, making it easier to adjust your chatbots after you build them.

More details here.

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Conversations Tab Update

Admins can now view all chat conversations and filter by status and chat.

More details here.

 

Google Mail Server Integration

Easily connect your Google Mail server for seamless support email management, with automatic conversation conversion and secure authentication.

More details here.

 

Upcoming Features and Enhancements

 

All features and enhancements below are coming soon to customers.

 

Better Admin Controls for Freddy AI

Admins can identify a feature's beta or GA status, review customer data usage for training, and request to disable features for opt-outs from the Admin Settings page.

 

Bug fixes

 

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

 

Team Inbox bugs

  1. Deleted conversations display "--deleted--deleted" in the inbox view after a GDPR contact deletion, leaving unprocessed conversations visible. 
  2. The onboarding Inbox tour cannot be completed for an empty-state account due to an unclosable nudge in the final step.
  3. The product becomes unresponsive when searching in the agents dropdown of the custom view with a large number of agents.

Admin Experience bugs

  1. Merged contact updates fail due to incorrect primary contact identification and incomplete handling of chained merge scenarios.
  2. Agents with restricted group access can incorrectly view all agents and groups in dropdowns within the conversation properties widget.
  3. Data issues during the last release caused errors in processing GDPR requests, including incomplete contact and conversation deletions.
  4. A system message ‘Agent Assignment’ is displayed multiple times when bulk assigning the same agent to conversations repeatedly.
  5. The "from_time" parameter in the ‘List messages in a conversation’ API incorrectly retrieves messages created before the specified time instead of after.

Bot builder bugs

  1. Q&A tag is not re-added when the last article is hidden and then unhidden.
  2. Q&A tag is not added to the source column when a question is added for an article in a deleted language.
  3. Genie creation is failing during bot creation.
  4. Missing configuration for Chat widget’s URL.
  5. NullPointerException occurs in the Freshchat API service.
  6. Exception handling added for GDPR Account deletion.
  7. The feedback count does not increment for non-primary language (Arabic) and returns an error after submitting feedback.
  8. Feedback count is not incrementing for secondary languages (e.g., Arabic) after providing feedback in the bot's non-primary language.
  9. The locale provided by the Freddy AI platform does not align with the locale standards used across Freshworks products.
  10. Sensitive custom variables in activity logs for Custom Functions are now hidden.
  11. Detect Language API returns incorrect values in some cases.
  12. Redundant references are displayed for URLs when child URL titles are missing, showing parent URL labels even with multiple references.
  13. The agent transfer intent data was not populated in the utterance response table.
  14. Cursor values are incorrectly rounded off by the browser, leading to issues fetching the next set of results.
  15. Feedback is not displayed when the intent is sent as null.
  16. Account deletion is failing sporadically during the GDPR delete event when attempting to delete conversations.

 

Cheers!

👋Now It’s Feedback Time! Let’s Dive Into the Details.

 

Enhanced Content Assistance for Agents (Freddy AI Copilot)😕

While it’s great to see Freshworks focusing on enhancing Freddy AI Copilot, the update still falls short in preserving paragraphs and structure in classic email formatting. When rephrasing an entire email, Freddy AI Copilot tends to 'consume' paragraphs and formatting, making it challenging to maintain a professional structure. I appreciate the effort to improve the tool, but this issue remains a significant barrier. I’ve attached a video example to demonstrate the problem.

 

Drag and drop in the bot builder (Freddy AI Agent)👌

Well, it only took two years, but drag-and-drop functionality in the bot builder is finally here! This is something that really should have been there from the start, but better late than never, I guess. Adjusting chatbots is definitely going to be a lot easier moving forward. Thank’s here!

Admins can now view all chat conversations and filter by status and chat.😶

That said, I’m struggling to see the real benefit here. Chats are usually resolved unless the customer is actively speaking with you, and for everything else, there’s the ticket history. Maybe there’s a use case I’m missing, but for now, this feels like a 'let it be' rather than a game-changer. Why only admin 🤷‍♂️?

Google Mail Server Integration👌

Gmail! ok, Thanks

 

Merged contact updates fail due to incorrect primary contact identification and incomplete handling of chained merge scenarios. 😢
Glad to see Freshworks addressing the bugs related to merged contacts, but the root issue with the merging functionality itself remains a major challenge. It’s incredibly frustrating that the system still can’t distinguish between two clients using the same device, leading to them being merged into one contact—along with all their tickets, calls, chats, and emails. I don’t think I’ll ever see the day when the vendor acknowledges this fundamental flaw or offers an option to choose whether or not to merge contacts. For now, it’s a huge problem that’s been plaguing Freshchat for years, and instead of fixing the issue, clients are being forced to write custom code just to prevent the merge from happening.

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