Product Updates

 New Features and Enhancements Bug fixes All Below features and enhancements are available to all customers from Apr 30, 2023 ​​​​​​. New Features and EnhancementsConnect Freshchat and Freshdesk easily: Easily connect your Freshchat and Freshdesk to view Tasks and Tickets in Freshchat, import solution articles as FAQs, and sync contacts. Task management in Freshchat: Help agents effortlessly collaborate to resolve customer issues by enabling them to create tasks in Freshchat within a conversation and assign them to a teammate/internal agent on Freshdesk, and effortlessly collaborate to resolve customer issues. Threads in Freshchat: Help agents organize and streamline conversations by allowing them to have focused discussions on customer queries without cluttering up the conversation pane. Quoted text in Emails: Enable agents to distinguish between old and new messages with Emails with quoted text. Agents can gain context from quoted content without scrolling through several replies. New Threading Logic: The new threading logic allows each topic to have a threading interval that determines when a new conversation should be created or continue on the same conversation. Conversation Properties: Enable agents to set measurable properties that can be used to analyze and optimize customer support operations. Contact management in the Team Inbox: Choose which contact fields to display in the Team Inbox. Associate contacts, identify duplicates and merge them directly from the Inbox. Bot analytics enhancement: New and improved bot analytics with access to more key metrics. Build detailed custom reports and gather better insights from your bot conversations with Freshchat. Terminal Action Validation: Terminal action validations are tooltips and cues to prevent users from creating conflicting bot flows or configuring improper assignments.  UCR for bot-based customer properties: Customer properties will soon be synced across agent conversations and bot conversations. The Contacts page will contain all the customer properties. Groups and Business Hours got a facelift: Create and edit your groups and business hours easily, and configure your agents' group-specific chat and phone preferences. Enhanced API library in the bot builder: Test out multipart APIs and configure URL-encoded APIs) in the bot builder to make it easier to configure chatbot APIs properly. Conversation Status: Enable agents to always be up-to-date and take faster action with the introduction of new conversation statuses at various stages of the resolution cycle.  Bug fixes These were the bugs detected, and they’ve now been fixed.Some responses were not available under the dropdowns listed inside conditions.  A few languages were not rendered in the widget. This is fixed. Similarly, some languages were missing from the add language page. Sometimes, quick actions would fail while using a dropdown or a button in the bot. Occasionally, dialogs would trigger more than once when routed from the Answers module. At times, the regex would not work as intended while setting up conditions in the bot builder. If the bot builder is set to use a button input as the first input, it sometimes failed due to an empty message from the button. Similarly, it sometimes failed if quick actions were used as part of the first user message. Header parameters were displayed as part of the body parameters field while saving certain APIs. Some agents noticed multiple avatars with the same icon if multiple agents were viewing the same conversation.  Certain screen sizes and resolutions faced issues with scrolling and navigation if some banner notifications were shown. While filtering conversations, some agents faced issues where they could not access the last option. Some agents faced issues while adding conversation properties from the content picker in the bot builder.  Sometimes, a bot faced errors when it processed more than 50 dialogs.  The alias value would be displayed in a button instead of the display text for API responses in some bot flows.  Some Omnichannel customers noticed issues with accepting URL fields across Freshchat and Freshdesk.  Some agents faced an issue with the Inactivity Timer not working for new conversations. At times, the bot builder was showing an error if agents added a secondary button without a hyperlink in a carousel. Cheers!

Here are a couple of upgrades for all the customers using the unified bot builder in Freshchat.Enhanced API library in the bot builderAdmins will soon be able to test out multipart APIs and configure URL-encoded APIs in the bot builder to make it easier to configure chatbot APIs properly. Terminal actions validationThe bot builder will show tooltips and cues to prevent users from creating conflicting bot flows or configuring improper assignments. Learn more

Not literally, but with the latest upgrade to Freshchat, we are proud to be rolling out the new and improved Intent detection with Natural Language capabilities. The new Intents feature vastly improves your chatbots built using the unified bot builder from Freshchat.  Speed up customer service, provide them with more accurate answers, and speed up customer service, provide them with more accurate answers, and get their queries addressed with the best possible outcome.Availability:The Intents feature is available as part of all new sign-ups in Freshchat. If you want to check out Intents in your account, contact your CSM, TAM, or the Support team via support@freshchat.com, and we’ll upgrade your account within 3 to 5 business days.Please note that Intent Detection will be incompatible with the older custom bots or answer bots.Learn more about Intents here

 December releasesImprovements Channel-specific chatbot builder in Freshchat: Admins can tailor chatbots before deploying them on a specific channel. This way, they can only choose the elements supported in a channel where the chatbot will deploy. Freshchat Response SLA: Admins can set SLA targets for every response (including the first) in Freshchat. They can also set up different response SLAs for multiple scenarios. Improved conversations widget: Admins can now access major self-service features, set up multiple widget instances, and more on the conversations widget. Localization for chatbots: Admins can localize all features of their chatbots, like the title, subtitle, feedback, quick actions, and more. They can manage all added languages from a single page and use them across modules without adding a new language at every module. Conversation Switch: Agents can view a customer's historical conversations in the conversation pane without switching, giving them access to conversational context.  Bug fixesTeam Inbox: The incoming emails with bullet points did not render properly sometimes in the conversation pane. This is fixed. The reply editor faced some occasional issues. Content would get improperly copy-pasted from tables from other web pages. Adding inline images would hide the ‘Reply’ and ‘Private Note’ tabs. The horizontal scroll would sometimes disappear. The typing indicator stopped working for some customers. All these are fixed. Attachment properties were occasionally missing for some customers in the US region. This is fixed. A few WhatsApp conversations were not listed under the recent conversations of the respective customer contact. This is fixed.  Sometimes, chatbots were not triggering in WhatsApp conversations that customers reopened. This is also fixed.  Resolutions and assignments: Some agents could resolve conversations without filling out the mandatory labels. This is fixed.  If an agent replied and resolved a conversation, it would automatically reopen without any new incoming message. This is fixed.  A chatbot would assign a conversation to an agent to converse with the customer and resolve it. Sometimes, when the customer reopened such a conversation, it would get reassigned to the same agent instead of the chatbot. This is fixed.  APIs: Invalid time formats are accepted as part of the auto-resolve API. This is fixed. A few agents could access certain integrations via API, even without access through the product (Role Based Access Control). This was specifically observed for custom roles cloned from existing roles. This is fixed.  Chatbots: Chatbots sometimes reverted to an older version instead of the latest version. This is fixed. When agents or admins created a new version, the chatbot wouldn’t automatically switch to the draft version. This is fixed.  Miscellaneous: Sometimes, notification sounds are played for private dialogs (in the chatbot builder). This is fixed. Admins on the free plan faced sporadic issues while setting up multiple widgets where the widgets wouldn’t load properly. This is fixed. Selecting the country through a dropdown was not working for some customers on a mobile browser. This is fixed. Triggered messages appeared multiple times in the same conversation for some customers despite setting it up to not interrupt conversations. This is fixed. Some translations stopped working if some language files contained empty values. This is fixed. Similarly, some text strings were not translated based on the primary language. This is fixed.  January releasesImprovements: Answers performance analysis report: Admins can get actionable insights into the chatbot's answers and intents. This enables agents to make data-driven decisions and improve the overall conversational experience through chatbots. Post-agent resolution: Agents can set up conversations to get handed over to a chatbot after an agent resolves it. Admins can use the post-agent resolution to use bots to collect detailed customer feedback through a chatbot. We have improved the experience of how channels such as WhatsApp, Instagram, ABC, Line, SMS (Twilio), and SMS (Gupshup). can be disassociated and then reintegrated into different accounts  Phone numbers are now hyperlinked to open the dialler with the number when an end-user taps on the link from a mobile device. This worked for a few customers earlier and is now available for everyone.  Bug fixesDashboard & Analytics A few customers reported issues with the (legacy) Customer Satisfaction Report while using the date filter where they could not select more than seven days. This is fixed. The email editor would get disabled for some agents when Business Hours was active. Filters in the analytics modules would sometimes break, and some customers faced issues adding filters for response time (business hours). This is fixed.  Team Inbox The placeholders in Canned responses were not replaced with the dynamic values while replying to certain conversations. This is fixed. When an agent deletes a conversation label and adds it again later, it would not display for all agents. This Is fixed. Some agents faced issues while searching for FAQs in the Freshchat inbox. The respective FAQs would not appear in the search results. This is fixed. A few agents faced issues when the customer was in a different timezone. This is fixed. Sometimes, in-app notifications were not displaying for agents. This is fixed Channels & Widgets Some customers faced issues with channels like Facebook where valid inputs were captured as Text instead of Name, email, etc. This is fixed. The conversations widget occasionally stopped validating the format to accept emails. This is fixed. The widget will repeat the same question until your customers enter an email in the valid format. Customers who integrated their WhatsApp cloud business number with Freshchat faced issues updating their website URLs. This is fixed. Chatbots Sometimes, the JS script would return just one string instead of the complete JSON payload. This is fixed. Similarly, the JSON was not displayed as proper key-value pairs inside the "Conversations" page. The carousel input option failed for some chatbot builders, especially for multilingual chatbots. This is fixed.  February releasesImprovements: User journey funnel: Understand engagement and drop-off rates of users at each stage of a chatbot conversation flow. Drill down to dialog-level analytics to optimize chatbot dialog and improve resolution rates. Bot error fallback flows: Configure fallback flows for chatbots if the chatbot cannot respond to a customer query or faces an error in the flow.  Bug fixes: Random names were generated despite a pre-chat form for some customers. This is fixed. Longer strings of numbers were not rendering properly in the chatbot builder. This is fixed. At times, the resolve conversation action stopped working for customers using the self-service widget. This is fixed. The set property action occasionally malfunctioned while using custom variables in the same flow. This is fixed.  While setting user properties, the value would not get saved properly when the same property existed for the conversation and the end user. There were some issues with using buttons as an input type. This is fixed.  March releasesImprovements: Freddy AI with GPT (Beta): With the enhanced Freddy AI (Beta), agents can use GPT's generative AI within Freshchat to boost their productivity. Sign-up for Beta here. Group conversations by customer: Agents can now group multiple conversations from the same customer into a single contact in the inbox. New labels for default and custom views in the Team Inbox: The new labels and views will help agents prioritize conversations based on their status and manage their workload more efficiently. Improved intent detection: Map frequent customer questions to existing chatbot flows. Fine-tune intents and natural language to improve how chatbots handle customer questions. Bot error dashboard: Admins can troubleshoot chatbot errors in real-time with a dedicated dashboard and drill down to individual conversations to understand what went wrong. Improved API configuration for the chatbot builder: Admins can now use API header information such as IP address and authentication methods in chatbot flows.  Bug fixesChatbots Sometimes quick actions were considered as part of the conversation instead of triggering the configured actions. This happened when Admins created the quick actions without enabling the slash("/") command type. This is fixed. The go-back quick action did not display for all conversations. This is fixed. For some languages, the quick action text was not getting properly translated. This is fixed. The inactivity timer would get triggered at times when the chatbot conversation was closed. This is fixed.  Agent experience When an admin invites an agent but is yet to log in, the agent should be able to delete the agent. However, this was failing for admins of some accounts. This is fixed. Some agents faced issues as they could not add attachments to an email reply from their system. This is fixed. Spaces were processed as part of the name field while configuring the support email field, creating issues. This is fixed.  

We’re proud to announce a revolutionary real-time bot error dashboard to identify, track, and quickly troubleshoot errors.The intuitive dashboard provides detailed insights into errors and their respective conversations. It will list all the recent bot errors in real time, enabling you to pinpoint the source of any errors to prevent them in the future. This will be available as part of the UBB in the bots module to all existing and new customers.Learn more about the bot error dashboard here.

Announcing the Beta program for multiple features powered by GPT in FreshchatWe are excited for you to get hands-on and provide us with feedback: What do you like? What more do you want to see from us? How are these capabilities transforming your customer service?Starting today, you can sign up for the Beta features powered by Freddy AI on Freshchat and access these features:Summarize Conversations: Support agents can view an automatic summary of customer conversations to gain context rather than read through an entire conversation before responding. Rephrase Responses: Support agents can replace casual language with more formal and clear responses. Autocomplete Content: With predictive sentence completion, support agents can save keystrokes and respond faster to customer inquiries. Generate Articles: Support agents can save time by creating contextual knowledge-base articles and FAQs using generative AI and simple prompts. This feature is currently in beta version and is available for select accounts on Freshchat. Sign up for the beta program here.  Read more about how you can use Freddy AI with GPT in Freshchat with these solution articles. Our Chief Product Officer shares the story behind bringing GPT to Freddy AI on an interesting blog.

Keep up with the CX updates from the first quarter of the year with our latest webinar! Watch the recording to get more details on what we’ve covered in the CX Q1 2023 Roundup:Our CX vision for 2023 and beyond Q1 product innovations for CX A sneak peek into what lies ahead in Q2 of 2023

New Features and Enhancements Bug fixesAll features mentioned below are available to customers as on Dec 15, 2022.New Features and Enhancements Conversation Switch in FreshchatEmpower agents contextually by letting them view historical conversations of a contact in the conversation pane without switching a single tab.More details here. Improved conversations widget for FreshchatYou can now access major self-service features, set up multiple widget instances, and more on the conversations widget. It supports all Freshchat use cases, making it the only widget you'll ever need!More details here.Freshchat - Gupshup SMS integrationConnect your Gupshup account with Freshchat and target outbound SMS campaigns based on the customer journey.More details here. Channel-specific bot builder in FreshchatTailor your bots before deploying them on a specific channel. This way, you can choose the elements supported in a channel where the bot is being deployed.More details here. Freshchat Response SLASet 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. Send notifications to multiple iOS apps in FreshchatFreshchat now supports p8-key authentication for sending mobile push notifications to Apple devices. A single key can authenticate any number of apps managed by businesses.More details here. Localization for Bots in FreshchatFurther localize your bot features like the title, subtitle, Answers feedback, quick actions, and more. Manage all added languages from a single page and use these languages across modules without having to add a new language at every module.More details here. New offerings from Freshworks Professional Services Freshworks Professional Services team has recently launched four new offerings, namely: Managed Services, Health Assessment, Admin Coaching & Orchestration packages.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The translation file for multilingual for dialogs with rich media type did not translate the URL. Cheers!

Customers reaching out via multiple channels for the same/different issue? Fret not!With the Conversation Switch, agents get a faster and one-scroll interaction to view historical conversations of the same contact in the same pane without leaving the Freshchat Inbox.  Learn more here.

The conversations widget has undergone a significant upgrade. Here’s a summary of what’s new!Major self-service capabilities: Most of Freshchat's self-service features are now available on the conversations widget.   Multiple widget instances: Configure unique web widget instances for different use cases/brands.   Revamped admin configuration: Configure and customize the widget without any code-level changes.Learn more about the conversations widget and how to set it up here!  

Localize all aspects of your bot widget - like the title, subtitle, Answers feedback, quick actions, and more. Admins now have one central page to add and manage all these languages - for Answers and Flows and use them seamlessly throughout the bot. Learn more here.

New Features and Enhancements Bug fixesNew Features and Enhancements Freshchat Response SLA will be available for accounts in all regions from 9th Dec, 2022All other features are available for all existing customers and new sign-ups.Access support emails from your chat inbox in FreshchatTo deliver on our promise of ‘any channel-one inbox’, we now support emails in the chat inbox. Set up your support mailbox, bring emails to the Freshchat inbox, and have your agents stay on top of customer questions, irrespective of the channel.More details here. Freshchat Response SLA 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.  Bot Deflection Report in FreshchatMeasure the number of incoming conversations your bots deflect and optimize their overall effectiveness.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The reply text was displayed without spaces when agents tried to add a message next to canned response placeholder in WhatsApp chat. Custom contact fields did not sync from Freshdesk for customers using Freshdesk Omnichannel. Read conversations changed to unread when agents refreshed the Inbox page. Groups created on Freshdesk Omnichannel did not sync with Freshchat. Users names were displayed on certain pages eventhough they were not logged in. Customers were unable to add hyperlinks to custom user properties. For customers using Freshdesk Omnichannel, few agents did not receive the chats assigned to them through Omniroute. Chats were not auto-assigned to agents even though they were active on IntelliAssign. FAQ suggestions were not displayed as expected over Facebook Messenger. Custom widgets did not work as expected for customers on Freshchat CRM.  For Freshdesk integrated accounts, fields marked as ‘Do not show’ were displayed on Freshchat. Agents and users with custom roles were unable to edit a contact in Freshchat. There were issues in how the first response time was calculated. There were issues with the number of campaign emails transferred when the customer moved from the monthly plan to the annual plan. Few customers faced an issue where the end users received a response from unpublished bots. Customers were unable to access the links on their website when the chat widget was loaded in full-screen mode. Name, email ID, and phone number of end users were not captured in custom bot flow. Each subsequent conversation from the end user was created as a new conversation for customers. Few records were missing in bot export reports. Few records were duplicated in scheduled export reports. Mapped intent name was not displayed when a bot flow name was renamed with spaces at the end. Carousel description text was displayed as HTML tags in the bot. When using the chat widget on mobile view, customers had to hit the Back button multiple times to go back to the previous screen. Cheers!

Yes, you read that right! Delivering on our promise of ‘one inbox for all channels’, we are now supporting emails in the chat inbox. You can now set up your support mailbox, bring in emails to the Freshchat inbox, and have your agents stay on top of customer questions irrespective of the channel.   This feature is available for the new and latest version of Freshchat (all sign-ups after June 27th).Learn more about the feature here.

As part of the inbox UI revamp, we’ve revisited the way sorting conversations work. You can now sort by -Newest Conversation (Team Inbox): Sorted based on the timestamp of the latest conversation update in descending order Longest awaiting response (Priority Inbox): Sorted based on the wait time of the customers’ unresponded message in descending order Oldest Conversation: Sorted based on conversation start timestamp, with the oldest unresolved conversation on top, in ascending order SLA Breach Time: Sorted based on SLA violations with breached conversations at the top, followed by those that are heading towards a violation in ascending orderLearn more here

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

What is Response SLA?Response SLA allows you to set SLA targets for the first response and every response in Freshchat. Set up different response SLAs for multiple scenarios - a general SLA for all conversations, specific SLAs for channels or groups (like Support, Sales, etc.), and more. With Response SLAs, you can: Ensure that your team responds within a specified time Prioritize high-value customers with a shorter SLA Provide an optimal customer experience   What will changeHere’s how the agent experience on the Inbox page will change once Response SLA is enabled for your account.  Before  After    Read the solution article here.

Bug fixesBug fixes These were the bugs detected, and they’ve now been fixed. An authorization error was shown when agents tried to log in to their Freshchat account. There were discrepancies in the number of chats handled in Omnichannel chat reports and Freshchat conversations report. Customers were unable to add agents to groups in Freshchat. Agents with certain roles were unable to add contacts to their Freshchat account. In the Conversations Overview report, there was no data displayed under the ‘Agent Productivity’ section even though agents had resolved conversations during the selected timeframe. Custom property names were displayed with an underscore on the UI. The Freshchat-Freshservice integration was not working as expected for a few customers. Customers were unable to send template OTP messages from their account. An error was shown when agents tried to respond to end-user messages. Customers were unable to export user data above the 10k limit. The contact profile opened up when agents clicked far to the right of their name in the Inbox page. Customers were unable to open attachment files for tickets created within Freshdesk. When customers clicked the specific Dialog on the left side pane, the bot pointed to an incorrect Dialog. The Agent assist bot in the Freshdesk account was very slow for some customers. Cheers!

New Features and Enhancements Bug fixesNew Features and Enhancements New and improved Freshchat inboxWe’ve enhanced the overall visual experience and usability across the three sections of the Inbox page - the conversation listing pane (left), the conversations pane (middle), and the apps pane (right) so agents can focus on the right details.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Customers were unable to restore chats using the restore ID and external ID. Campaign flow messages got cleared when customers tried to open them. Agents in the Omni channel account kept seeing prompts to go active on IntelliAssign even though it was disabled. Customers were unable to log in to their Freshchat account. WhatsApp and SMS was duplicated for a few customers. Customers were unable to set up triggered campaigns. Customers were unable to download the chat transcript report. Customers were unable to set their profile picture on Instagram while creating a new user. Reactions were breaking in the UI when both the agent and the end-user reacted to the same message. Customers with Instagram integration were facing ‘Unexpected error occurred’ messages when agents were interacting with the end-users. Chat and Bot widgets did not render the video content attached in the Articles FAQ's description. Two text boxes appeared along with the suggested Answer when Feedback for Answers was enabled. Error was not thrown when uploading unsupported file formats after agent transfer happened. The bot abruptly stopped in a particular dialog and did not proceed beyond that for a few customers. Answers are not triggered and fallback was shown when any unsupported locale was set from chat's conversation widget. Newly created questions were not listed in the Questions/Train Your Bot list page immediately. When images with vertically long dimensions were uploaded, only a portion of the image was displayed on clicking. Cheers!

Noticed the makeover of your inbox page when you logged in today? 🎨We’ve enhanced the overall visual appearance, and usability across the three sections of the inbox page - the conversation listing pane (left), the conversations pane (middle), and the apps pane (right) so you and your team can quickly focus on the right details. Thank you to all those who took the time to play around with the prototype to share your suggestions and feedback. We hear you and will keep the improvements coming.Refer to this solution article to know what’s changed.

The glow up we all deserve!Coming soon to your accounts, this August!Our Freshchat inbox is getting a massive upgrade! While nothing is changing functionally, the conversation list, view, reply box, context pane, and filters on the inbox page are getting refreshed and will have a cleaner and more modern look. Sneak peek:As our best critics and beta testers of our products, give this prototype a try, there are some scenarios which you’ll have to handle, and please share your inputs & feedback on what can be better, and let us know what you liked best! 

New Features and Enhancements Bug fixesNew Features and Enhancements Engage your customers through Google’s Business Messages Enable your customers and prospects to reach you through Google Search and Maps by integrating your Freshchat account with Google's Business Messages. More details here. Answers settings for BotsYou can now configure the number of knowledge base articles the bot can recommend to the customer. Bots can address customer questions by recommending up to three knowledge base articles in order of relevance. More details here. Dialog enhancements for BotsYou can now add a new dialogue between existing dialogues. You can click on the "+" icon between 2 dialogues, and pick the "New Message" option to add a dialogue quickly.More details here. Changes to Freshworks sub-processor listWe plan to update our sub-processor list. We will be adding the following sub-processors to our list. DataStax Inc Sumologic We will be removing the following sub-processors from our list: Google Cloud Platform Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. To know more about these measures, we encourage you to read our Data Processing Addendum and Privacy Notice completely. If you have any questions about this update, please write to support@freshworks.com.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. The first letter in the agent name was capitalized by default while it was displayed in the bot. Customers were unable to delete agents from their Freshchat account due to their account not being updated. New chat notifications did not pop up for a few customers. Email notifications for older chats were triggered for a few customers when end users reopened a conversation. The Shopify integration link on Freshworks Marketplace was not working. Business Hours condition was not working for a few customers. The first response time was captured wrongly in Freshchat raw reports for a few agents. Japanese characters were distorted when displayed in the customer profile settings of Freshchat. The ‘New Segment’ UI in Freshchat was showing a tooltip in irrelevant places.  The email sent to notify customers of a new conversation did not have the right link.  Custom flows dropdown power select was flashing on and off.  When a button was configured in the bot builder and deployed in the Freshchat widget, the text box was also displayed below the buttons. In-app notifications for reopened conversations navigated to New messages view instead of Notification view. If any radio button is configured in the Freshchat Conversations widget, the button was displayed on top even on minimizing the widget.  Bot name was not displayed completely due to the first name and last name configuration from the backend. An error was displayed for a few customers when they tried to deploy a bot template in the conversations widget.  The Message Assist functionality was greyed out for a few conversations to aid in developing a robust training model. Data in the Volume section of the Conversation Performance Report was missing. Cheers!

Launch your bots within minutes using pre-built bot templates. Use out-of-the-box bot templates that you can customize according to your needs and deploy them quickly, thus saving the time and effort required to build your bots from scratch. Freshchat bot templates are available across industries. Currently, you can use bot templates for Online delivery Financial services Education technology Airline travel planning Telecom Healthcare We will soon launch bot templates across more industries! Customize the existing industry-based bot templates to match your specific use case, and deploy them in no time.  With bot templates, you can: Customize the template to match your brand Automate FAQs and enable agents to focus on complex issues Assist your customers faster, quicker, and better Deploy your bots in no time Important links:Check out the solution articles to understand how you can start leveraging these templates!

New Features and Enhancements Bug fixesNew Features and Enhancements Engage with customers through Instagram DMs in FreshchatYou can link multiple Instagram Business accounts and support customers from one Freshchat account. Agents can send and receive DMs, respond to story replies and comments, and deploy bots to deliver a personalized conversational experience.More details here. Answers settings for Bots in FreshchatYou can now configure the number of knowledge base articles the bot can recommend to the customer. Bots can address customer questions by recommending up to three knowledge base articles in order of relevance. More details here. Article and rating support for the conversations widget in FreshchatThe Freshchat conversations widget now supports clickable articles and bot feedback messages configured through the bot builder.More details here. WhatsApp usage metrics in FreshchatMonitor the usage and billing for each WhatsApp number integrated with your Freshchat account with WhatsApp usage metrics.More details here. Industry-based bot templates in FreshchatWith this update, you will now be able to use templates for Healthcare and Telecom industries. Go bot-first in your support to handle FAQs, and save time for your customers who can now help themselves, and your agents. More details here.Custom agent status in FreshchatGet complete visibility into how agents spend their time when they’re unavailable to assist new customers via chat. Enable agents to update their availability in real-time and understand how they spend their time on a day-to-day basis.More details here. Bug fixes These were the bugs detected, and they’ve now been fixed. Bots on the conversations widget displayed an error message for a few customers. There were agent email sync issues between Freshdesk and Freshchat. New chat notifications did not pop up for a few customers. Email notifications for older chats were triggered for a few customers when end users reopened a conversation. The auto-resolve feature got disabled for a few customers automatically. Business Hours condition was not working for a few customers. Customers’ websites slowed down after integrating their website with Freshchat. FAQs were not displayed on WhatsApp for a few customers. The filter on the People page was not working as expected. The email sent to notify customers of a new conversation did not have the right link. Few customers were unable to access conversation labels. Customers were unable to connect their Twilio number to their Freshchat account. The wait time was miscalculated for a few customers in the conversations overview report. Customers were unable to view the number of conversations tagged under each sub-category in Conversation Label reports. Answers were not being displayed in the conversations widget for a few customers. An error was displayed for a few customers when they tried to deploy a bot template in the conversations widget. The group header messages did not get translated to the selected language. The Unified Bot Builder did not work as expected after the account URL change. The end user name was not getting accepted in the Thai language. The bot was displayed in English even when the language set was German. Cheers! :)

New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk Messaging is Freshchat!We have turned the clock back and reverted to the original product name, Freshchat. We heard from many of you that you preferred the original name, and we realize that it more accurately conveys the power of conversational engagement across our portfolio.You will see the new name reflected in the product over the next few days. You'll still be able to use the product as-is and no action is required on your part.Here is a handy picture that captures our portfolio: Custom agent status in FreshchatWith Agent Status, get complete visibility into how agents are spending their time when they’re unavailable to assist customers. This makes planning for workforce management much easier.More details here. Quick Actions in FreshchatWith Quick Actions in the bot widget, you can move around quickly while interacting with your bot. With this enhancement, the conversations widget now supports all formats of Quick Actions.More details here.Bug fixes These were the bugs detected, and they’ve now been fixed. Customers on the older Garden plan were unable to add new WhatsApp numbers to their accounts. Customers faced authorization issues on their Freshchat account when they deleted their account and created it again. Customers were facing errors when they tried to add an agent to their Freshchat account. When a deleted conversation was assigned to a group, the status message was still being marked ‘assigned’. The source field was not displayed in the contact fetch API for WhatsApp initiated conversations. The Campaigns and Topics page did not load for a few customers when a bot flow failed. When a contact isn’t saved, the customer name was displayed as ‘Null’ in the Conversations tab. The bot widget didn’t load for customers who migrated from older plans to Unified Bot Builder. The bot widget didn’t load when a second widget was opened by the same customer in a different page. Customers were unable to deploy bots on the default Topics page. Bot dialogues didn’t shift to active mode when the node status was changed from Inactive to Active. The bots widget displayed the time zone as etc/unknown. When a end user inputs a value into a node that’s configured as non-input, the conversation got closed automatically. The bots widget buffered in certain websites when the user switched tabs, and did not reload when the end user switched the tabs back. Customers were not able to differentiate between public and private dialogs as tags were not present. WhatsApp bot displayed an error for few customers after the end user responded. Customers were unable to create new versions for published bots. The ‘Start again’ option in the bot widget did not work as expected when the conversation was transferred to an agent. UTC time was displayed to customers who used the function ‘Add working days to date with timezone’. Customers were displayed an error on entering a valid email ID in the Export Reports bot page. Cheers!

What is Custom Agent Status?With Agent Status, you can get complete visibility into how agents are spending their time when they’re unavailable to assist customers. This makes planning for workforce management much easier and helps evaluate agents better. Enable your agents to update their availability in real-time, and understand how they spend their time on a day-to-day basis. How you can manage your support team with agent status Create custom statuses based on how your agents work. Eg: Meeting, Lunch, Coffee, etc. Integrate with a BI tool and get insights into where agents spend their time Check out more details here!