New Features and Enhancements
Industry-based bot templates
Get started with bots faster, and save time spent on building bots from scratch. Use readymade bot templates to go live quickly. A host of new templates are now available for you to choose from!
More details here.
Freshchat Response SLA (Early Access Program)
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.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
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When chats were converted to tickets, customers could not create multiple tickets, as multiple conversation IDs were associated with one ticket.
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Multiple items were highlighted when customers tried to select an option from the multi-select dropdown.
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The text area was misaligned in Firefox when the end user selected multiple dropdown choices.
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Buttons were displaced when customers tried to resolve chats and append the ticket to an existing ticket.
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Customers could not reply to Facebook messages even though the conversations were within the standard messaging window.
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There was an issue with the number of chats displayed on the Inbox page.
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WhatsApp messages were displayed without a space when an agent added a message next to a canned response.
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Custom contact fields added in Freshdesk did not reflect in Freshchat for Omnichannel accounts.
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Conversations were displayed unread in the conversations view list even after the agent read the message.
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Omnichannel agent groups did not sync properly with Freshchat.
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Custom properties like hyperlinking did not work as expected after the new UI update.
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Agents were unable to edit contacts in Freshchat.
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The Carousel section description section was not scrollable.
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The chat history position got reset while scrolling for customers using the bot widget mobile browser.
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FAQs were not visible on specific pages even though customers had added the FAQ tag.
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Non-business hours automatic message was triggered during business hours for some customers.
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FAQs were not displayed on the agent Inbox page when customers configured them using Freshdesk SDK.
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Unassigned chats were displayed when customers filtered conversations using groups.
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The feedback comment was not displayed in WhatsApp bot flows.