Freshchat Release Notes - January 2024

New Features and Enhancements Upcoming Features and Enhancements Bug fixes New Features and Enhancements  All Below features and enhancements are available to all customers from January 30, 2024.  Proactive Quality CoachLet AI review your agents’ answers in real-time, right before they hit Send, and suggest improvements for better response quality and consistency.More details here.  Custom functions in the bot builderWhile building a bot, admins and agents will be able to create and use functions that can achieve the specific business requirements of each customer.More details here.  Importing bot templatesImport templates into existing bots, easily incorporating new features. Also, introducing new bot templates that can be mapped to any channel.More details here. Freddy powered RegEx creation to build botsJust ask Freddy to generate a RegEx to fit your specific business requirements.More details here. Added inbox table view capabilitiesAgents can now assign groups, other agents, and statuses in bulk to conversations from the inbox table view.More details here. Email enhancements for FreshchatUpgrades to email on Freshchat, including improvements to the email card layout and support for agent reply templates.More details here. Parallel conversations in FreshchatCustomers can now have multiple conversations with a business on the same topic, allowing them to track their issues better. This is available on demand.More details here. Engage with customers over TikTok ShopIntegrate TikTok Shop with Freshchat through a custom app and engage with customers over TikTok Shop.More details here. Channels interface enhancementsConfigure settings for SMS, GBM, and Mobile SDK from the Channels page itself, without navigating to the Topics page.More details here. New input types for Facebook botsMake your Facebook chatbots more interactive with 4 new input types for your customers - buttons, carousels, articles, and rich text.More details here. Contact 360 enhancementsWe are improving the contacts 360 page to make it easier for agents to get the details they need. Agents can also toggle between the old and the new experience.More details here. Advanced CSAT enhancementsIt's now easier to configure the CSAT survey with a larger template selector, a more accessible configuration screen, and support for up to 30 questions per survey.More details here. Conversation propertiesCreate a category and add multiple sub-categories for a conversation. You can create up to three levels of dependent fields for a conversation.More details here. Filter by mentionsWith the ‘@mentions’ view, agents would have access to all the conversations and threads that they have been tagged in a single view.More details here. Introducing a new quick actions buttonThe new ‘Ask another query’ will be a quick action button to allow customers to start a new conversation with the chatbot quickly. This is available for bots across channels. Upcoming Features and Enhancements  Check them out here!   Bug fixes These were the bugs detected, and they’ve now been fixed.Team inbox bugsNumbers overlap with text when there are long entries in the team inbox. Conversation initiated time is not displayed once the agent changes the profile language to Arabic. Agents encounter a blank page while moving from the Contacts page to the team inbox.Admin Experience bugsAgents encounter looped scrolling while searching in the Team Inbox. Agents were unable to downgrade from Estate to Growth plan as the page was unresponsive. Agents are unable to add holidays to business hours in the Firefox browser. On the tickets page, conversations created through the phone channel are marked as chat. Agents with the profile language as Arabic are unable to view the toggle option for the Intelliassign feature. Agents are unable to open the search bar to view specific conversations. Watch demo and New bot buttons are misaligned. Previews for templates are not opening. The execution of the bot flow halts when the button name and quick action name are identical. Additional space between check box and text in bot builder. Alignment issues in the condition section of the bot builder. Search text does not clear after adding conversation properties from content picker. Cheers!

Related products:FreshchatFreshworks Customer Service Suite

Freshchat Release Notes - December 2023

New Features and Enhancements   Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from December 30, 2023.  Slack Integration with FreshchatUnify sales, marketing, and support for a 360° customer view. Automatically sync conversations between Slack and CRM to streamline communication and have contextual discussions.More details here.  New telephony integrationsIntegrate Freshchat with your Five9, Amazon Connect, and Dialpad accounts. Manage all customer conversations, across channels, in one unified inbox.More details here. Enhanced Inbox ViewsAgents can now create custom views based on date fields.More details here. Conversation PropertiesCreate a category and add multiple sub-categories for a conversation. You can create up to three levels of dependent fields for a conversation.More details here. Inbox table viewReview conversations and manage assignment, status, priority, and other properties for conversations.More details here. The enhanced contacts import experienceImport contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page.More details here. Upcoming Features and Enhancements Check them out here!   Bug fixesThese were the bugs detected and they’ve now been fixed. Team Inbox bugsIncorrect alignment of the Save and Cancel buttons on custom views in the team inbox in other languages. Pre-filled canned response content appears in the thread editor while viewing Forwarded Threads. Additional Salesforce contact details are visible on the Apps section. Content misaligned in the Canned Response pop-up window in team inbox.Admin experience bugsConversations were not assigned by IntelliAssign despite the agent being online and having the capacity.API bugsAfter converting a chat to a ticket from Freshdesk API, and updating Agent details, chat widget in Freshdesk accounts did not reflect the updated Agent and status details. The order of fields while creating a ticket from Freshdesk API keeps changing for Agents.Bot builder bugsCloning of bot versions with translations causes errors due to missing values in nodes. Failure to create new flows on existing bots. Pagination issue causes misalignment of the Q&A list. Lengthy user queries truncate the Unanswered section in the Natural Language screen. Bot conditions with numeric values fail due to data type mismatch. Duration drop-down on the Conversation Settings screen displays empty values if the specified duration exceeds the current existing hour limit. Custom properties fail to retain the configured values when the bot is previewed. Inaccurate intent type is captured in Bot Analytics for empty flows. Dropdown options are displayed as buttons in the bot. Failure to fetch functions with single quotes in the bot.Cheers! :)

Related products:FreshchatFreshworks Customer Service Suite

Introducing the Freshchat-Slack integration!

Experience a new level of collaboration – agents can now seamlessly work with cross-functional teams in Slack without ever leaving the Freshchat instance. With this integration you can:Manage customer interactions and internal collaboration in one place, eliminating tool-switching. Automatically sync conversations between Slack and Freshworks for streamlined communication Stay informed with timely updates and receive immediate alerts in your Slack channel for real-time collaboration. Amplify support team productivity by collaborating within Slack.Seamless collaboration has never been easier!  Operational benefits:As an admin, here’s how you can empower your agents with this integration:Effortless Collaboration: Empower your agents to effortlessly gather context from cross-functional teams, resolving customer issues faster. No need to switch tabs – collaboration happens seamlessly within Freshchat. Improved Productivity: Break down silos and unite distributed teams with effortless collaboration. Enhance productivity and keep your team on top of customer issues. Faster Customer Responses: Seamless collaboration provides your agents with the tools they need to access information faster, streamlining the process of responding promptly to customer queries. Important links:Check out the solution article to learn more! 

Related products:FreshchatFreshworks Customer Service Suite

Freshchat Release Notes - November 2023

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from November 30, 2023.  Proactive ConversationsAgents can proactively contact customers to address potential issues, make personalized recommendations, and offer a personalized experience to customers.More details here. Bot template for KlevuEnable your customers to seamlessly browse your product inventory from any channel using bots built with this template.More details here. Email enhancements for FreshchatCreate 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 EmailsConfigure 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 appAgents 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 fixesThe following bugs are fixed: Team Inbox bugsNot 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 bugsChat 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 bugsAgents 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 bugsCSAT survey sent for conditions not set in automation rules  CSAT feedback is not reflected in inbox  API bugsAuthorization 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 bugsIncorrect 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

Related products:FreshchatFreshworks Customer Service Suite

Freshchat Release Notes - October 2023

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from October 30, 2023.  Freddy AI Beta - Now for Pro and EnterpriseFreddy Copilot and Freddy Insights features are exclusively available to Pro and Enterprise customers.More details here. WhatsApp catalog support in FreshchatBusinesses using the WhatsApp Business API can now showcase and sell products on the messaging app.More details here.  Import APIs using cURL commands and Postman collectionsIntegrate easily with your existing systems, popular services, or build custom APIs by importing your APIs.More details here.  Conversation properties in advanced automationCustomers can now use conversation properties in advanced automation workflows, adding them as triggers, conditions, and actions.More details here.  Channel interface enhancementsConfigure settings for each WhatsApp number or Instagram account from the Channels page itself, without navigating to the Topics page.More details here. Changes to the inactivity timerThe inactivity timer will be turned for all customers to ensure that all their open conversations pending on the customer get closed after a predefined time interval.More details here. Freddy AI enhancementWith just simple text-based prompts, Freddy can build new bots or enhance existing bots. Freddy can build APIs, add dialogs and flows to existing bots, and more.More details here. Upcoming Features and Enhancements  Check them out here!  Bug fixesThese were the bugs detected, and they’ve now been fixed.Admin experienceSome admins faced issues in adding a new user despite having sufficient licenses. A few Admins were unable to to access and configure the CSAT review in their accounts, as the CSAT module will throw the “Something went wrong with the configuration” error. Sometimes, admins faced issues with adding, modifying, or deleting holidays within the business hours module. Admins occasioanlly were unable to sort Skills inside Freshchat At times, creating a custom dashboard and setting the visibility to certain agents in a group (without specifying the group) would not show a validation message after the dashboard was created. The Away message was not getting triggered sometimes. The in-product prompt to install and connect apps in the Team Inbox was visible for some agents. This is fixed so that it’s visible only to Admins who have the access to proceed from the prompt.ContactsWhile clicking in the area near a customer’s name, the agent was sometimes redirected to the contacts page instead of being redirected only when the agent specifically clicked on the name. Agents occasionally faced issues while trying to associate or merge a new visitor to an existing contact. Due to a cacheing issue, certain agents with custom roles were unable to access all the customer contacts. A few agents would get logged out of their Freshchat account automatically. Sometimes when two duplicate contacts (with the same email) was merged by the agent, a “contact is not unique” error would be shown.Team Inbox experienceSometimes conversations would display a breached SLA message despite the agent responding on time or for conversations that got resolved. This was due to an a payload issue which carried the wrong timestamp for the responses or for the CSAT reviews. This is fixed. At times, creating a ticket using the sample conversations would break the Freshchat interface  The message status occasionally switches to waiting on customer when the agent changes it to waiting on internal task. Modifying the location associated with a conversation would result in the metadata being flagged as "location not found" at times. Sometimes, the option to download chat transcripts would not work as intended. Adding a new field to the list of customer properties did not show the new field in the Team Inbox, even for non-empty fields. A few agents had a few issues with saving conversation properties (custom properties) for resolved conversations. Agents were blocked from replying to SMS conversations if they were using the live translation feature. The email subject would show up on each card in an email conversation. Now the subject line will be added to the top of the conversation as a card name for improved visibility. Similarly, the Topic name and the subject of the conversation will also be included here. Redirect warnings were not shown for external links to agents. This is fixed so that any links sent via the widget or any third-party integration will display a redirect warning upon clicking. Occasionally, the “Work Number” contact field was not visible in the Contact Info section for agents. With this fix, the field is now displayed, ensuring that users can access and update this information as needed.Channels and integrationsSome agents faced issues with the sync between Freshchat and Freshdesk when a chat was converted into a ticket. Any updates to the ticket properties (agent, status, etc.) on the chat widget inside Freshdesk would reflect in Freshchat but not inside the associated Freshdesk ticket. Agents faced issues converting certain conversations from Freshchat to tickets in Freshdesk. Contacts updated on Freshdesk were not syncing immediately in the integrated Freshchat accounts. A few channels that were deleted continued to show up as part of the Team Inbox filters. Customers who have integrated Twilio with Freshchat occasionally saw an error that prevented them from sending more messages to a resolved conversation in order to reopen the conversation. Sometimes, admins would be able to create duplicate mailboxes for the same default support email. This is fixed, duplicate mailboxes for the same default support email are no longer supported. The conversation API was not returning the email subject at times. The email metadata has been updated so this information is also returned for the API call.AnalyticsSome customers faced issues where the primary language on their Freshchat account was not reflecting in the Analytics module. The overview dashboard did not filter through the Freshcaller widgets while applying group filters, as they filtered by queues and not groups. This is fixed with the introduction of a filtering component for caller queues which enables the filtering via queues to filter in Freshcaller widgets.Marketplace appsSome users faced delays between enabling apps on the marketplace and being able to use the apps in the Team Inbox. Sometimes, Topics were still visible within the Advanced Automation configuration for deleted integrations of Facebook and Instagram.BotsThe activity logs would occasionally show the HTML tags but this is fixed. When button input options were configured with API response parameters would default to a false response. Both the Yes/No options for the Answer feedback always showed up in English. For accounts integrated with Freshdesk, if the Freshdesk domain changes, the domain would not get updated inside the bot metadata. The header of the bot builder would get hidden at times when there are multiple flows that are set up.  Sometimes, the bot name should be displayed instead of the agent name on the conversations page. At times, the actual bot name would show up instead of longer strings in the Retrain page of the bot builder. Multilingual questions were not visible while linking utterances in Retrain Natural Language queries for some customers. When a custom user property is being used in one dialog, and if the next node triggers an API to update the property – the updated value would not get passed at times. Sometimes, the landing URL was missing in bot analytics. When using the cURL import to bring in APIs, the modal would not autofocus, this is fixed. Translating the bot offline and then uploading the file onto the bot builder would occasionally not load properly. Occasionally, quick actions wouldn’t work as the first user input in the conversation widget. If all the secondary language QnAs were deleted, occasionally the primary language QnAs would also show up in the secondary language filter. The show logs button sometimes would open in the same window. When interacting with a WhatsApp bot and using an input type to accept “File & Image” but the customer responds with a text, the bot would continue with the flow. This is fixed, the bot will loop through the same dialog until the right input is provided. 

Related products:FreshchatFreshworks Customer Service Suite

Freshchat Release Notes - September 2023

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Admin experience Agent experience Assignment rules and automations Chatbots Channels, Integrations, and Apps Customer experience New Features and Enhancements  All Below features and enhancements are available to all customers from September 30, 2023.  Generative AI-based enhancements (Freddy AI)Enhance support with post-resolution assessment, phone call summaries, and efficient email responses.More details here. Indian document verification with a new bot templateHit the ground running with bot templates for identity verifications (powered by IDfy) to fit your unique business needs.More details here. WhatsApp lists for business from FreshchatEnable your chatbots to send messages with a selectable list of options, making it easier for users to interact and get the information they need.More details here. Engage with customers over ZaloIntegrate Zalo with Freshchat through a custom app and engage with customers over Zalo.More details here. Display your privacy policy upfrontWith this update, businesses can display their privacy policy to users on the Freshchat widget prior to initiating a conversation.More details here. Day pass utilization reportAccess the day pass utilization report for insights into how your team handles volume fluctuations to optimize your team's schedules to ensure timely and effective customer support.More details here.Upcoming Features and Enhancements  Check them out here!  Bug fixes These were the bugs detected, and they’ve now been fixed. Admin experienceSome Admins faced issues searching for names with spaces on the User Skills Management page. Similarly, erroneous messages were displayed when admins used special characters to search in the agent availability search box. The CSAT widget links were sometimes clickable even while editing it — instead of being clickable only after saving the dashboard. The agent skill was not getting updated in the conversation properties even after skill evaluation for some agents. Sometimes, the count of total available skills was not visible on the skill definition page. Similarly, the agent count was not visible while editing skills on the edit skill page to assign an agent. Similarly, if the skill value were updated using the conversation properties sidebar, the skill would not immediately reflect everywhere. The skill property is displayed as part of the conversation properties automatically for all conversations in an account that has skill-based round robin enabled (SBRR) — instead of displaying this property only for conversations assigned to a group that has SBRR enabled. Admins sometimes saw errors when they tried adding more than thirty skills to the same agent. Any public or shared canned responses with attachments/content created or edited by an agent can be used by other agents. When an admin deletes the agent and proceeds with a GDPR cleanup, the canned response would also be cleared up. When a different agent tries to use these public or shared canned responses, this will cause a failed response. This is an error as the content uploaded by the first agent is business/app-specific data and should not be cleaned up as part of agent data cleanup. At times, accessing a custom dashboard that was recently deleted by using its URL would show a blank screen instead of an error message. Occasionally, the agent availability dashboard does not list agents available on Freshchat after removing a filter that only showed the agents available on Freshdesk until the page was refreshed. A few customers experienced discrepancies in the CSAT analytics where the completed CSAT surveys were not showing up in the dashboard. However, these completed surveys would remain part of the report's underlying data.  Agent experienceThe wrong source was displayed for messages sent via the web widget. Some agents could not convert conversations to Freshservice tickets through the default integration. Occasionally, while appending a conversation to a ticket, the chat transcript would display the incorrect date format. The WhatsApp integration page was not loading for some agents with a non-English language set up in their profile. The custom dashboard would not be listed at times for agents even when the visibility is set for all agents. The name value was sometimes not displayed for emails sent from the default support emails. Occasionally, the MMS options were not shown with the channel switcher to agents. Sometimes, when agents respond to an incoming conversation (from any channel) using proactive messages from WhatsApp messages from a customer, it would get created as a new conversation. However, when any user responded, it would get appended to the original channel. While responding to some conversations from the web widget, if agents switched to WhatsApp to respond using a template and switched back to the web widget channel, the editor would still show options to select templates. When an agent switched from the email channel to WhatsApp to send a proactive message, at times, the agent could not see the send DM option after the customer responded. Sometimes, an empty popup would be displayed when agents clicked on the reply button for conversations with the source set to mobile. Creating a private note would cause some errors such as allowing agents to access the reply editor for all resolved conversations or with expired threading intervals. Assignment rules and automationsOccasionally, the assignment rules would not work properly when defined using custom user properties. ChatbotsThe deploy button would sometimes be displayed when using a Shopify bot, even if the channel was not integrated. Sometimes, customers reaching out on a Twilio number would only be able to view the responses by the bot once they sent multiple messages. Their bots had started responding only after receiving multiple inputs — while to agents this would appear as if the bot had responded immediately. Customers faced occasional issues where the bot would keep looping conversations that would not appear in the Team Inbox. Sometimes, the bot builder would throw a syntax error on condition expression when the conditions had single and double quotes. Occasionally, the quick action from the widget menu would get translated into the wrong language. Channels, Integrations, and AppsSome Shopify orders were not displayed in the Freshchat app for Shopify. When an admin tries to delete a number associated via Twilio, they would sometimes see an error message “Error in fetching campaign”. Admins reintegrating existing Twilio numbers would get a success message with the default account name instead of the new account name. Sending attachments or images via API was not blocked while responding to phone numbers that only support SMSes. Customers were not receiving some images if bots were sending them over the Google Business Messages channel despite agents being able to. Customer experienceSometimes, customers would not receive longer texts sent by agents via Instagram DM, where only part of the text would be visible to the recipient. Customers would sometimes not receive the away messages if they reopened a conversation outside business hours. This was also happening at times for channels like Facebook. Occasionally, multilingual FAQs imported from Freshdesk would be rendered in the widget in languages that did not match the customer's language. Customers faced occasional issues with the web widget in Safari browsers where they would not copy or paste URLs in the widget. The business logo was not rendering correctly inside the widget.Cheers! Cheers! 

Related products:FreshchatFreshworks Customer Service Suite

Freshchat Release Notes - August 2023

New Features and EnhancementsPost Resolution Quality CoachAssess conversation quality post issue resolution and gain valuable insights for Improvement. Learn more. Reply to customers in the channel of your choiceYou will soon be able to respond to customer conversations via SMS, email, or WhatsApp, regardless of the channel they used to contact you. Learn more.Increased multilingual coverageBuild bots to talk to customers in their language for natural, intuitive, and engaging conversations in five new languages: Arabic, Kazakh, Kurdish, Somali, and Sinhala. Learn more. Toggling between flows and answers for the first bot responseSet your bot to start responding with flows or answers when your customers reach out and offer personalized support for their questions. Learn more. MMS support for TwilioElevate your customer communications with images, videos, and audio files with the power of multimedia messages (MMS) in your customer conversations on Freshchat with Twilio. Learn more.  Bring customer information to your inboxGet all customer information into your team inbox from your apps and systems to support your customers with all the context they need. Learn more. Easier access to preview logsEasier access to dive into your bot logs after you preview the bot experience. Easily understand how your bot previews functioned under the hood to easily fix issues. Learn more. Longer topic names are now accommodated in the widget. Enhancements to improve the visual experience of using Freshchat. Enhancements to how bots were built for the SMS channel, such as emojis, formatting options, uploading files, images, and videos, and receiving files and images. Similarly, for the mobile SDK channel, the use of articles, carousels, and dates are improved.Bug fixesThese were the bugs detected, and they’ve now been fixed.The SLA was miscalculated in some scenarios where the bot assigned conversations to an agent. Similarly, there was a discrepancy of a few seconds between the analytics module and the dashboard for the first response time. For some agents, configuring multiple SLAs based on priorities with unique response times, the same value got populated in all the SLAs — instead of fetching the right values from the backend, where it got updated accurately. The agent availability report would not return all agent activity as part of the API response. There were occasional discrepancies between the CSAT analytics and the report.  Sometimes, while setting up the availability, all the users were listed instead of just the agents. When some Admins clicked on the Conversation ID in Analytics, they were not redirected to the conversation URL — and instead were taken to the Team Inbox page. Instead of showing the message “Dashboard not available” while trying to view a deleted dashboard (via the URL), a blank page sometimes would be rendered.  Occasionally, resolving a conversation in Freshchat did not send the corresponding event details to Analytics A few error codes did not have translations. Some error messages showed up even after the errors were fixed, such as placeholder values that needed to be filled. At times when a conversation gets appended to a ticket, the date format on the transcript would be displayed incorrectly. A few agents experienced a mismatch in the number of conversations in their Team Inbox and the Dashboard.  Agents were marked as unavailable or inactive despite marking themselves as Active. Some agents who clicked on the customer satisfaction widget in the dashboard were not taken to the respective Conversation View in the Inbox. When the public API is used to assign conversations to a group and agent, only the group that gets assigned should show up on the conversation — however, only the assigned group should have shown up. Some agents reported that using the Download Transcript App was not showing all the messages from the conversation. The wrong data was getting populated in the sidebar for some customers in the customer pane. While reviewing the contact list, the actual data for some of the contact fields was not being displayed to the agent in the sidebar. Sometimes, agents were unable to search groups in Groups drop down as the search bar would be hidden. Occasionally the configuration screen for WhatsApp and Instagram would not load properly. Some messages sent by the agent to the customer on Instagram would get truncated.  The Whatsapp integration page was not loading for the agents with their profile set to languages other than English. Any new FAQs were displayed only on the web app and not in the Freshchat mobile app A few customers were not receiving proactive template messages sent by agents. Some translations in template messages were reverting to English. Similarly, some dynamic links were not working as intended in template messages. Sometimes, the default topic wasn’t automatically opening when there was only one topic configured for the widget. Some Freshchat accounts were facing issues integration to a Freshservice account due to a domain name mismatch. The widget would sometimes load with a transparent icon on domains that were not listed as a trusted domains. The styling (font color and background colors) of buttons were rendered in the wrong color at times when the end customers were using iOS mobile devices. Some conversations that were initiated within business hour got the away message as a response. At times, the away message would not get triggered despite incoming conversations during non-business hours. For some conversations, the away message from Freshchat did not get displayed to the customer on Facebook Messenger despite being triggered from Freshchat. Sometimes, the widget would load improperly, where the privacy policy would get overlapped with the welcome message in a Topic. Customers using the browser’s search functionality faced difficulties navigating to the search results at times. When a bot is deployed on the conversations widget, the bot preview would sometimes display the Topics page instead of the bot if the default locale was not English. Generic eCommerce bot templates would load for some customers who had installed Shopify instead of the bot templates for Shopify. For some customers, the bot name and the avatar was shown incorrectly on the first bot message. The bot builder was not accessible to some agents when some actions when it was reopened without saving some node actions. For some agents, the preview would break on the template list page. The customize tab in the bot builder was redirecting agents to the account settings page instead of the widget page. When there are a large number of bot flows, the navigation panel would break while scrolling.  Changes in the names of agents in Freshchat would be updated inside the bot builder after a short delay.

Related products:Freshchat

Freshchat Release Notes - July 2023

New product offering New Features and Enhancements Bug fixesNew product offering Freshworks Customer Service (CS) SuiteElevate customer service with AI-first experiences. The Freshworks CS Suite is an AI-powered solution for seamless customer service, conversational interactions, and comprehensive ticket management.More details here.  New Features and Enhancements  All Below features and enhancements are available to all customers from July 30, 2023.  Freshworks Customer Service Suite - Unified DashboardGet real-time analytics of your support service across Freshdesk, Freshchat, and Freshcaller. Use the unified dashboard effectively to monitor agent availability, track ticket volume, gauge SLA performance, and take quick actions to ensure superior customer service.More details here. Freshworks Customer Service Suite - Unified AnalyticsA robust reporting and analytics feature that combines diverse business data from multiple products into a centralized and accessible platform. With unified analytics, gain valuable insights and analyze critical information across Freshdesk, Freshchat, and Freshcaller (add-on) – all in one place.More details here.Assign conversations based on agent skillsAssign conversations to specific agents in your team based on agents' skills like languages, product knowledge, or customer type. Ensure that customers receive personalized support and resolutions to their issues, leading to higher satisfaction rates and an improved overall customer experience.More details here. Manage seasonal rush with occasional agentsBusinesses can now add occasional agents to manage their seasonal spike in support volume. These agents will consume day passes every day they log in.More details here. Preventive validation in the bot builderPrevents the deletion of dialogs, APIs, properties, and more if you are using them elsewhere in the bot builder. The bot builder will throw up a validation screen for you to confirm the deletion of components in use.More details here. Preview your bots for deploymentPreview your bots from within the bot builder to ensure you have set them up just the way you want before you deploy them. You can preview your bot performance across widgets and messaging channels for specific contacts before deploying them to all your customers. More details here. Snooze conversations for laterAgents can snooze conversations to a later time or date to keep their inbox clutter-free. Agents can temporarily set aside an issue and focus on other tasks while awaiting updates from the customer necessary for resolution. More details here. Chatbots on Mobile SDK now have more input optionsBusinesses can now add more input options to the chatbot deployed on their mobile app. They can choose options like dropdown, button, and OTP input.More details here. Two new patterns for their widgetBusinesses can customize their widgets to better fit their brand’s tone with two new background patterns available, which can be accessed via the Appearance tab while setting them up. Improvements in error reportingWe have improved the messages shown when specific errors occur with Twilio in Freshchat to make conveying what you need to fix easier. Bug fixes These were the bugs detected, and they’ve now been fixed.When an existing action is edited in the bot builder, sometimes it was found that new actions were included automatically. If two different admins clicked on the edit draft button simultaneously, the admins faced issues being unable to edit the bot even in the draft status. When admins configured inactivity timers to trigger a new flow, sometimes, it would transfer the conversation to the new flow, create another new flow, and transfer it again. This infinite loop was triggered for some customers. Some customers observed that if customers had uploaded files directly through a widget, the bot would read the file as “content-type:Freshdesk”. However, if the customer uploaded their files or accessed them through a third-party, such as Postman, the type of the file gets updated, such as “image/jpeg”. Sometimes, conversations would get automatically closed if the NER validations failed because of a wrong email, phone, or name. Push APIs would occasionally fail when multiple widgets were set up. Sometimes, the response options regarding bots, such as carousels, buttons, and date pickers,  would appear as an overlay that hid the other messages in the conversation. For some customers, when contacts are imported from Freshdesk into Freshchat (integrated as an Omnichannel account), the widget only displays the first few articles in the account. If admins used widgets with a phone number as the default property, the widget ran into issues and would not load. Conversations with new contacts occasionally show up with much delay in the Team Inbox. Contact creation in the UCR was slowed down, causing this delay UCR which has been fixed. Some URLs added to the reply text in the editor are not being converted to hyperlinks.  The option to zoom into an image in the conversation needed to be fixed for some customers when they tried navigating using a mouse.  Sometimes, agents could not use the Live Translate feature for their responses because the setLocale property was malfunctioning. The summary of the bot-customer conversation would get added after the agent started responding to the conversation assigned to them — instead of before their response. When some end-users used a VPN to change their IP address in the middle of a conversation, the IP address was not getting updated. Sometimes, agents noticed that the search bar would show multiple instances of the same contact they were searching for. The reply editor would become inaccessible to some agents if messages sent via the SMS or WhatsApp channels failed. Similarly, the reply editor would become unavailable if a mix of replies from both SMS and WhatsApp channels existed in the conversation. Sometimes, outbound messages that started the conversation with customers were not included in the conversation view. If the customer responded to the outbound message, however, the response and the outbound message would reflect in the conversation view of the agent. At times, the conversation pane would not show the conversations with the selected contact from the left pane. Similarly, The conversation URL wouldn’t update to match the contacts in the left pane. The reply editor would show multiple copies of the same email address of the recipient. Admins and agents of certain accounts faced issues trying to search for contacts from the Team Inbox page, where the search would result in zero results. The same contacts yielded results when searched for in the Contacts module. Admins of some accounts faced issues while disabling the CSAT surveys for Instagram, WhatsApp, and email channels. When admins integrated a Facebook page for the first time, sometimes the success message popup needed to be displayed even if the page was successfully integrated. Sometimes, the SLA timer would not function properly for the first response and response times.  The timer would show the wrong duration of time left, or would not be running, or switch to show the seconds view if the SLA was breached.  Similarly, some admins faced discrepancies in the wait times where the first response time of the conversations would be greater than the actual wait time in some reports. When the details of a contact (first name, last name, email) were updated, agents and admins could not use the updated details to search for the contact at times. Some admins reported that their message campaigns would reach customers excluded from the segment for which the campaign was built. Certain campaigns were getting triggered irregularly even when the admin had not started the journey. The search icon moved randomly when some admins scrolled the Integrations page.  Sometimes, assignment rules were not populating the properties passed on from a User. When admins of certain accounts updated their support email using the account domain for the mail server, it automatically reflected as a verified email. The email should have been listed as "Unverified" since the DKIM verification is yet to be completed. Occasionally, admins integrating Freshchat with Freshdesk would get an error message about an “INVALID_FORWARD_MAILBOX.” Specific email fields went missing from the conversations' default properties. Cheers!

Related products:Freshchat