New Features and Enhancements
| All features and enhancements below will be available to all customers from September 30, 2024. |
Live Translation Enhancement
Auto-translate offline responses during the away experience. This enhancement will support 18 more languages, including Japanese and Italian.
More details here.
Auto-detect customer language (Freddy Self Service)
Chatbots will soon detect changes in the customer language and switch to the new language, if configured. If not, it will state that it's not yet trained in the new language, and proceed with the primary language.
More details here.
Custom property based reporting (Freddy Self Service)
Admins will soon be able to generate reports based on custom properties to gain deeper insights into chatbot interactions and user data.
More details here.
Automated Agent Handoff (Freddy Self Service)
Chatbots will transfer conversations to an agent or group, trigger a flow to collect more info, and use Intents to recognize such customer requests.
More details here.
Non-modal slider for apps
Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to conversations.
New data method for chat applications
App developers can access the updated numeric conversation ID across Freshchat.
Enhanced Topic filter on Advanced Automation app
Automate channel-specific use cases by setting up Topic-specific conditions in the Advanced Automation app.
Automating conversation title updates
Update conversation titles based on conversation properties by using placeholders.
Conversation filter API using custom properties
Filter conversations by users on a particular channel or a specific conversation status.
Click-to-call from contacts
Click on a phone number to open the caller widget and make a call directly from contact details.
Bug fix: Chat getting unassigned
With this fix, chat set to 'Waiting on customer' or 'Waiting on internal team' remain assigned to the agent even if the agent is unavailable.
Forum threads on the Contacts tab
Enable your agents to have more contextual conversations - they can soon view ongoing Forum thread discussions of customers from the Contacts tab.
Fullcontact API deprecation
Agents will not be able to view the contact details enriched via Fullcontact API anymore.
Upcoming Features and Enhancements
| All features and enhancements below are coming soon to customers. |
Bulk Emails to Move to Their Respective Threads
For better continuity, bulk email replies are correctly threaded into their respective conversations.
Clone the NLP module (Freddy Self Service)
Clone Q&As, Intents, and FAQs into a new bot making it easier to build new bots efficiently and without the risk of errors.
Agent experience enhancements - Text editor updates
- Agents can use the text editor efficiently with minimal scroll; the editor will soon dynamically adjust its height based on the content and browser size.
- Agents can soon efficiently manage customer inquiries by bulk replying to multiple conversations.
Enhanced Activity Timeline Filters
View chat conversations in the Activities timeline within Contact 360 and Account 360.
Conversations Tab Update
View all chat conversations and filter by status and chat.
Set up custom mail servers with Freshchat
Easily configure Google, Microsoft, or custom mail servers to send and receive emails, manage aliases, and ensure verified communication across all channels.
Dynamically capture contextual information
Create dynamic sections within conversation properties to help agents capture relevant information more effectively and ensure faster resolutions.
JWT for the web widget
You can enable JWT to enhance security, ensuring customer interactions are protected while still allowing visitors to get help. Authenticated users will benefit from streamlined access improving overall usability.
Improved insights and better setup experience
Discover the benefits of migrating to WhatsApp embedded sign-in flow. Enhanced funnel analytics and improved data tracking for seamless channel integration.
Auto-recharge notifications for Connector Apps
Get notified when your Connector App Tasks usage hits 90%, 100%, and 0% to ensure uninterrupted workflows.
Modify agent email responses with intercept apps
Build custom apps to intercept agent email responses before sending them to the customer.
Google Mail Server Integration
Easily connect your Google Mail server for seamless support email management, with automatic conversation conversion and secure authentication.
Customizable Sentiment Scores
You can customize the sentiment score for positive, negative, and neutral conversations on a scale of 0-100 based on business needs. These insights help agents prioritize tickets for more effective resolutions.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Team Inbox bugs
- Unable to create an assignment rule using the date custom conversation property.
- Conversations assigned to agents are showing up in the 'All open and unassigned' view.
- Resolved Zendesk conversations in MICRM revert to OPEN status after refreshing the webpage, despite initially showing as resolved.
- After Autoresolve and Freshdesk ticket creation, the ticket details fail to load properly in the inbox.
Admin Experience bugs
- When giving CSAT as No for a resolved conversation with HRC enabled, only the last few messages are visible instead of the entire conversation in the widget.
- Bot article dialog is not triggered in an FB conversation, though it works fine in bot preview.
- Notifications are not working for Freshchat Mobile App & SDK on Android devices.
- Deactivated/deleted agents' data is still listed in the agent performance dashboard table.
- Image uploaded in bot flow is sent as a file in bot preview widget instead of as an image.
- Updates to conversation properties from the settings page are not applied when the page is translated.
Bot builder bugs
- Analytics data for flowless bots is not updated when a sublink is sent.
- The UI freezes when scrolling the bot builder page after opening the node action because the overlay blocks the scrollable content.
- Bot fails to process the first customer message if the customer's language differs, as cached messages conflict with the customer’s locale.
- Restrict URL extraction to a set of specific domains such as google.com, bing.com, and youtube.com.
- Feedback responses (helpful/unhelpful) are not being captured or shown under Advanced Q&A analytics reports.
- Flowless bot's resolve conversation only closes the current ticket but does not send the resolve conversation event to Freshchat.
Cheers!
