Product Updates

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from October 31, 2024.  Clone the NLP module (Freddy AI Agent (formerly 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.More details here. Introducing Freshworks - BigCommerce IntegrationConnect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.More details here. Zoom Phone for Freshchat & FreshdeskEnable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.More details here. JWT for the web widgetYou can now 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.More details here. Customizable Sentiment ScoresAdmins can now customize the sentiment score for positive, negative and neutral conversations on a scale of 0-100 based on their business needs. These insights help agents prioritize tickets for more effective resolutions.More details here. Dynamically capture contextual information Admins can create dynamic sections within conversation properties. This helps agents capture relevant information more effectively and ensure faster resolutions.More details here. Enhanced Activity Timeline filtersView chat conversations in the Activities timeline within Contact 360 and Account 360.More details here.  Set up custom mail serversEasily configure Microsoft or other custom mail servers to send and receive emails, manage aliases, and ensure verified communication across all channels.More details here.  Auto-recharge notifications for Connector AppsGet notified when your Connector App Tasks usage hits 90%, 100%, and 0% to ensure uninterrupted workflows. Modify agent email responses with intercept appsBuild custom apps to intercept agent email responses before sending them to the customer. Improved insights and better setup experienceDiscover the benefits of migrating to WhatsApp embedded sign-in flow. Enhanced funnel analytics and improved data tracking for seamless channel integration. Agent experience enhancements - Text editor updatesAgents can use the text editor efficiently with minimal scroll; the editor will dynamically adjust its height based on the content and browser size. Agents can efficiently manage customer inquiries by bulk replying to multiple conversations. Bulk emails to move to their respective threadsFor better continuity, bulk email replies are correctly threaded into their respective conversations. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Drag and drop enhancements (Freddy AI Agent (formerly Freddy Self Service))You can soon move dialog boxes within a flow, adjust the order of flows, and rearrange buttons and dropdown options, making it easier to adjust your chatbots after you build them. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsSome agents observed that messages sent by agents are not reaching the user widget under specific conditions, such as low internet bandwidth or when the user has cleared cookies in their browser. Some agents observed that after a CSAT survey expires without user responses, follow-up messages (e.g., "Hey, you there") do not appear in a new thread. Instead, these messages are ignored and not visible in the agent's inbox. Some agents observed that when trying to resolve a conversation and create a ticket in Freshdesk, the action fails if a mandatory conversation property is left unfilled.Admin Experience bugsSome agents observed that the "Message Text" field value clears unexpectedly when editing an advanced automation rule. Some agents observed that when setting up widgets for an "Hourly Dashboard" (last 1 hour) and a "Realtime Dashboard" (last 15 minutes) in the Desk Dashboards section, both dashboards display the same data, regardless of the selected period.Bot builder bugsSome agents observed that when using the "Start again" quick action, the bot incorrectly combines the newly entered first name with the existing last name in subsequent dialogs. Some agents observed that the hyperlink "view detailed report" in the Performance Summary of bots is not redirecting to the Advanced Q&A Bot performance report in the analytics module. Some agents observed that disabling the "Enable Answers" toggle in the Answers configuration does not persist after saving; the toggle reverts to enabled when navigating back to the configuration page. Cheers!

Hello hello,We’re thrilled to announce that the much-anticipated gen AI-powered AI agent is now available in Beta! With this launch, Freddy AI Agent will provide always-on, trustworthy, and conversational assistance to your customers.Connect your knowledge sources—documents, PDFs, and public URLs—and let the AI agent provide always-on, conversational assistance to customers, resolving issues quickly and efficiently, wherever they are.Here’s what you should knowAutonomous and always-on- The AI Agent is fully autonomous and requires zero human intervention - and is able to provide round-the-clock support, across multiple channels. Rapid time to value - Organizations can quickly deploy Freddy AI Agent without needing to code, instead by linking knowledge sources like support documents and public URLs with minimal effort. Hyper-personalized service: AI Agent personalizes the conversations with the language and the channels your customers prefer - and provides thoughtful, human-like responses with memory and advanced reasoning over multi-turn conversations. Trusted and secure The AI agent offers citations, and more reliable, accurate responses.Read our launch announcement for more details. Look out for exciting updates in the coming weeks and join the Freshworks AI Summit to learn more!

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bot builder bugs New Features and Enhancements  All features and enhancements below will be available to all customers from September 30, 2024.  Live Translation EnhancementAuto-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 applicationsApp developers can access the updated numeric conversation ID across Freshchat. Enhanced Topic filter on Advanced Automation appAutomate channel-specific use cases by setting up Topic-specific conditions in the Advanced Automation app. Automating conversation title updatesUpdate conversation titles based on conversation properties by using placeholders. Conversation filter API using custom propertiesFilter conversations by users on a particular channel or a specific conversation status. Click-to-call from contactsClick 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 tabEnable your agents to have more contextual conversations - they can soon view ongoing Forum thread discussions of customers from the Contacts tab. Fullcontact API deprecationAgents 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 ThreadsFor 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 FiltersView chat conversations in the Activities timeline within Contact 360 and Account 360. Conversations Tab UpdateView all chat conversations and filter by status and chat. Set up custom mail servers with FreshchatEasily 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 widgetYou 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 experienceDiscover 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 AppsGet notified when your Connector App Tasks usage hits 90%, 100%, and 0% to ensure uninterrupted workflows. Modify agent email responses with intercept appsBuild custom apps to intercept agent email responses before sending them to the customer. Google Mail Server IntegrationEasily connect your Google Mail server for seamless support email management, with automatic conversation conversion and secure authentication. Customizable Sentiment ScoresYou 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 bugsUnable 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 bugsWhen 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 bugsAnalytics 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! 

We're back with the September edition of the Roadmap series for our CS products - Freshdesk, Freshchat, and Freshworks Customer Service Suite! Register now!This will be a live session. We'll discuss our upcoming innovations and how you can take advantage of these capabilities, with some time for Q&A at the end.

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bots bugs New Features and Enhancements  All features and enhancements below will be available to all customers from August 31, 2024.  Enhancements to the bot builder (Freddy Self Service)Sort through bots, search conversions within versions, and ensure private dialogs do not impact conversations.More details here. Retrain page enhancements (Freddy Self Service)Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions.More details here. Automerge of contactsAutomerge will not be performed when multiple contacts match by different identifiers, minimizing data loss. Additionally, the existing contact’s Contact ID will not change. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Automated Agent Handoff (Freddy Self Service)Chatbots will soon transfer conversations to an agent or group, trigger a flow to collect more info, and use Intents to recognize such customer requests. Auto-detect customer langauge (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. 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. Live Translation EnhancementAuto-translate offline responses during the away experience. This enhancement will support 18 more languages, including Japanese and Italian. Non-modal slider for Freshchat apps Agents can edit information from the app widget on their workspace without interrupting their ability to view and respond to the conversation. New data method for chat applicationsApp developers can access the updated numeric conversation ID across Freshchat. Enhanced Topic filter on Advanced Automation appAutomate channel-specific use cases by setting up Topic-specific conditions in the Advanced Automation app. Automating conversation title updatesUpdate conversation titles based on conversation properties by using placeholders. Conversation filter API using custom propertiesFilter conversations by users on a particular channel or a specific conversation status. Microsoft Mail Server IntegrationIntegrate your Microsoft Mail server effortlessly, enabling streamlined support email processing with customizable configurations and secure login options. Click-to-call from contactsClick 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 tabEnable your agents to have more contextual conversations - they can soon view ongoing Forum thread discussions of customers from the Contacts tab. Fullcontact API deprecationAgents will not be able to view the contact details enriched via Fullcontact API soon. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsSome agents observed that when switching back to WhatsApp to send a message after interacting with a user via email and SMS, an error is displayed, and the message is not sent. Some agents observed clicking on the conversation transcript created via advanced automation redirects them to a blank page. Agent Widget does not load when browsers block third-party cookies. Some agents observed that in-app notifications are not received for new chat conversations initiated via the public API, despite having "Notify me when a chat conversation gets initiated" enabled.Admin Experience bugsWhen agents attempt to resolve a conversation, along with ratings, and submit feedback, the submission fails, resulting in a 500 error. Some agents observed that invoices are not generated even when the WhatsApp integration is active on the account. The CSAT survey is not triggered for a conversation when it is reassigned to another agent via IntelliAssign after the original agent becomes unavailable. Some agents observed that when attempting to create an SLA using Freddy (Beta) via a prompt, it initiates the creation of a bot, instead of indicating the lack of SLA access. Some agents observed that previous events, such as FAQ read and page visit events, are not tracked or displayed in the contact's activity tab after converting a visitor into a contact. When the profile language is set to Arabic, the Freddy slider does not display in a right-to-left format. Some agents observed that the values for the contact or page properties are not displayed during the creation of a campaign or triggered message. Some agents observed that after saving a contact, if the last name field is empty, the first name value is automatically moved to the last name field after 5-10 minutes, leaving the first name field empty. Some agents observed that when sending a bulk reply to multiple email conversations, all recipients are visible in the 'To' field, allowing them to see each other’s email addresses. Some agents observed that the CSAT survey is not triggered for bot-resolved conversations. Some agents observed that the dropdown values for custom properties do not load when creating a segment. Some agents observed that in a Freshchat account integrated with Freshservice, users can create Freshservice tickets without filling in values for mandatory fields despite these fields being marked as required. Some agents observed that clicking on chat counts in the dashboard shows all chats instead of just those filtered by the selected group. Some agents observed that session breach emails are not sent to all admins and account admins when bot session consumption exceeds 50%, 80%, 90%, or 100%. Some agents observed that the conversation properties and Contact info widgets' non-modal sliders remain open and obscure content when switching to the Table view, instead of closing. Some agents observed that after switching back from Unified dashboards to Unified analytics, the display language reverts to English instead of remaining in Korean.Bots bugsSome agents observed that a bot wouldn’t initiate a new conversation after resolving the first one. Suggested FAQs do not populate in analytics under answer-conversation metrics.  When External customer ID is enabled, the customer name is NULL instead of ‘Guest’.  When an invalid URL is added in the API configuration, the redirection fails with a 500 error. An API evaluation request sends the actual API executed status rather than a 2xx response.  Feedback messages aren’t shown in Activity logs or conversation history, even when shown to the customers. Some agents observed customer names being shown incorrectly in the chat UI. A bot won’t reliably sync newly created solution categories. Some agents observed that updating a flow would unmap it in feedback. Some chats marked a new session even when the first user input wasn’t received. Some agents observed that turning a Freddy suggestion placeholder node private would result in a blank page. Some agents observed that captions for rich media won’t display in Activity Logs. Importing a template with the “looking for something else” node into an existing bot fails.  Some agents noticed that feedback stars wouldn’t update if the responder changed their rating. Language/locale input isn’t validated and throws a 5xx error instead. Cheers!

Join our exclusive Freddy AI webinar series for Customer Service - ‘Future-ready with Freddy’! Register now!We’re running two webinars - one each on agent-assist AI and self-service AI! During the session, our product experts will share interesting use cases, ROI, and customer stories on how AI transformed their customer service.

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Team Inbox bugs Admin Experience bugs Bot bugs New Features and Enhancements  All features and enhancements below will be available to all customers from July 31, 2024.  Support for JSON object array outputsAdmins will be able to process the entire API response body with custom functions in the bot builder.More details here. Travelport app for Freshchat/the Suite - Will be available from Aug 19, 2024Improve  support interactions with access to flight details within Freshchat with the Travelport app.More details here. PowerBI Connector App - Will be available from Aug 19, 2024Use this app to create and use advanced statistical metrics by exporting your Freshchat analytics data into PowerBI.More details here. Custom properties in canned responsesCustom properties can be inserted into canned responses, alongside other standard properties in Freshchat.More details here. Social responses on InstagramAgents can reply to public comments on your Instagram posts through Freshchat, with the response also appearing as a comment.More details here. Upcoming Features and Enhancements  All features and enhancements below are coming soon to customers.  Enhancements to the bot builderAdmins can sort through their bots, search conversions within a specific version, and ensure customer responses do not impact private dialogs. Retrain page enhancements (Freddy Self Service)Agents & admins can retrain their bots easily as they will allow search, filter, and find useful, helpful, and unhelpful bot interactions. Automerge of contactsAutomerge will not be performed when multiple contacts match by different identifiers, minimizing data loss. Additionally, the existing contact’s Contact ID will not change. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsReply editor draft gets removed when conversation properties or assignments are changed. Only a limited number of conversations are displayed in the custom view when a date range filter is applied. Certain Keyboard shortcuts don't work. Agents with custom roles are unable to start a conversation from the People page. Agents can send messages to a soft-deleted contact via the public API. Desktop notifications are not received when a private note is added to a conversation assigned to another agent.Admin Experience bugsAgents with restricted roles can still assign tickets to other agents through the conversation properties. Whatsapp Invoices are not generated for BSP-migrated accounts. Freshchat-Freshservice integration: After deleting a group in Freshservice and syncing fields, the deleted field still appears on the FreshChat integration page. Disable the edit button if the user has been deleted. Open in Freshchat button is not shown in email notifications for customers who migrated from standalone to Customer Service Suite. Custom contact fields of type MultiLine Text are not displayed on the Freshdesk integration page. Agents are unable to change the IntelliAssign status for Freshchat within Freshdesk.Bot bugsFAQ content is not sent to chat from Bots for articles configured without URL in Mobile Native SDK. Old tickets with same Customer ID are fetched by Bots on new conversations. New bot creation fails with agent assist feature enabled. Inconsistency in the appearance of the primary language field in the Manage Language section for bots created in some languages. Intents are not captured in the Analytics for the first customer conversation message. The Anaylze tab on the bots page is missing while switching from the Flows tab with Intent pane open. Incorrect error message is displayed when the Shopify action is deleted in the Flow. WhatsApp list footer translation is not saved in WhatsApp list input. Comma-separated values in API are incorrectly rendered as multiple headers in the API Library. Error loading the Train Intents option when the profile language is changed to a non-English language due to duplicate utterances. Hyperlinks in the FAQ Widget are not working if the first link is a PDF. Random names are appearing in Conversation and missing user details in the Widget. Mismatched template count is displayed on the Bot list view page when filters are applied. Feedback messages are missing in conversation history. Link redirection for an API is failing in Activity logs. If the External Customer ID option is enabled, the contact name is missing in the Conversations Tab on Bots. Bot flow page becomes blank while making a dialog private. Unable to filter Answered Queries by non-English language on the Natural Language tab. Bot fallback triggers in unsupported language in bot flow. Inconsistent display of Bots page when profile language is changed to Arabic. Incorrect number of consumed sessions after bot is previewed without any user inputs. Map flow is not retained in feedback when Ask another query is enabled. Incorrect toast message displayed while creating new condition. New categories are not synched across all bots despite have “Learn all” option enabled. Cheers!

We’re kickstarting the roadmap webinar series for Customer Service products with the August edition! Register now!You can learn about the upcoming priorities for our CS products - Freshdesk, Freshchat, and Freshworks Customer Service Suite. These are going to be live sessions, with some time for QnA in the end.  Date: 19th August 2024Time slots: 1:30 p.m. IST | 4 p.m. SGT | 6 p.m. AEST 8 a.m. PDT | 11 a.m. EDT | 5 p.m. CETRegister for the webinar here.

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from June 30, 2024.  Freddy Usage Report (Freddy Copilot)Understand how your agents are making use of Freddy Copilot features.More details here. Learn from the Knowledge Base (Freddy Self Service)Elevate chatbot intelligence with the knowledge base by training chatbots during bot creation.More details here. Live Translation (Freddy Copilot)Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times.More details here. Proactive Quality Coach enhancements (Freddy Copilot) Agents can review their responses within the reply editor and check for relevancy in the context of the previous messages.More details here. Filtered search (Freddy Self Service)Train bots to search for answers to customer questions based on user or conversation properties and offer contextual, personalized responses.More details here. Account property-based routingAccount properties can now be used as part of conditions in assignment rules to route conversations to specific agents/groups.More details here. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.More details here.  Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.More details here. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Support for JSON object array outputsThe bot builder will support response outputs in the format of an array of JSON objects. Travelport app for Freshchat/the SuiteImprove support interactions with access to flight details within Freshchat with the Travelport app. Custom properties in canned responsesCustom properties can be inserted into canned responses alongside other standard properties in Freshchat. Social Responses on InstagramAgents can reply to public comments on your Instagram posts through Freshchat, and the response will appear as a comment. Bug fixes These were the bugs detected, and they’ve now been fixed. Team Inbox bugsSome agents observed that when changing groups in a conversation, the agent dropdown does not update correctly. Some agents observed that the history of previously resolved conversations is visible in current conversations.  Some agents have observed that despite having restricted access to the chat inbox, they can still reassign conversations using the conversation API.  Some agents have observed that the error message for exceeding 2000 characters is displayed inconsistently.   Some agents have observed that customers with their default language set to Korean cannot see default custom user properties in their accounts. Some agents have observed that even when the file upload limit is exceeded, the file still appears in the list with an undefined name.   The User Interface experiences issues when scrolling in the Team Inbox view when the agent's language is set to Arabic.  Some agents have observed inconsistencies in the inbox view count when opening a single conversation via search results or notifications. Some agents have observed that the attachment icon does not appear in the widget after a bot conversation is assigned to a group. It becomes visible only after an agent replies from the inbox.Admin Experience bugsSome agents have observed an issue with the search function on the Conversation files page, where recently uploaded files are displayed in the search results even if they do not match the search request.  Some agents have observed that no asterisk mark is shown near the mandatory 'Enter away message' field.Bot bugsWhen searching for similar queries on the Q&A page, an empty utterance is now handled. Added validations for language and locale input.  Auto-generated tickets are now closed automatically if the inactivity timer runs out. The input box disappears if the bot accepts a file upload input and then assigns the conversation to an agent. OTP nodes aren’t displayed if configured with other node actions. A feedback node without conditions interrupts the bot flow and moves the conversation to an agent. Some agents get ReadTimeOut errors in the GDPR Delete action. Some customers report that the Exit Chat button is incorrectly shown in the bot flow after being cached.  Added validations to prevent creating custom properties with the same name as default properties. Cheers!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All features and enhancements below will be available to all customers from May 31, 2024.  Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here.  Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and Freshchat. Push reporting data into the Snowflake Warehouse.More details here.  Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshchat.More details here.  Custom modules app for FreshchatEnable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat.More details here. Freshworks-Axialys integrationIntegrate your Axialys account with Freshchat to offer support over the phone. Manage customer conversations from across channels in one unified inbox.More details here.  Freshworks-Ziwo integrationIntegrate your Ziwo account with Freshchat to offer support over the phone. Manage customer conversations from across channels in one unified inbox.More details here.  Freshworks-Genesys integrationIntegrate your Genesys account with Freshchat to handle phone support. Manage customer conversations from across channels in one unified inbox.More details here.  Connector Apps Billing ImprovementsSimplifying the process of purchasing Connector App tasks directly from the billing page for Freshchat with an improvement to the billing interface. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Account property-based routingUse account properties as part of conditions in assignment rules to route conversations to specific agents/groups. Learn from KB (Freddy Self Service)Elevate your chatbot's intelligence from the start by using your knowledge base to train your chatbot during bot creation. Proactive Quality Coach enhancements (Freddy Copilot) Agents will soon be able to review their responses for relevancy (with the ongoing conversation) in the reply editor with the Proactive Quality Coach. Freddy Usage Report (Freddy Copilot)Freddy can empower admins to evaluate agents' productivity through Freddy's usage metrics. Live Translation (Freddy Copilot)Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times. Narrow down FAQs (Freddy Self Service)Specify the FAQs where your bot should look for answers to your customer’s questions, based on user or conversation properties for contextual, personalized responses. Insightly CRM Connector AppSync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Copper CRM Connector AppSync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Capsule CRM Connector AppSync contacts, accounts, and custom objects between Capsule CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Zoho CRM Connector AppSync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Hubspot CRM Connector AppSync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Sugar CRM Connector AppSync contacts, accounts, and custom objects between Sugar CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync. FullContact Connector AppView customer contact details in FullContact when you create a contact in the Suite. ZoomInfo Connector AppView your customers' company information created from ZoomInfo on the Suite. Google BigQuery Connector AppSync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery. PowerBI Connector AppUse this app to create and use advanced statistical metrics by exporting your Suite data into PowerBI. Amazon Redshift Connector AppSync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift. Changes to the Freshworks sub-processor listWe will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.More details here.  Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsInstagram images with a one-time view option appear blank upon revisiting, with no accompanying message. Option to "View the entire article here" at the bottom of descriptions becomes inaccessible due to being obscured by the bottom gradient. Chats within the Freshdesk chat widget are displayed in a random order following a customer's response. Agent’s away messages sent by email are unsuccessful when the sender's email thread lacks a subject. Tooltips for contact fields on the inbox page do not match the configurations set on the contacts page. Clicking the "learn more" link in the Post-resolution Quality Coach right pane does not display the relevant support article. The last updated time displayed in the conversation table view lacks time and year details. Conversations do not load when the inactive filter is applied, even when inactive conversations are present. Attempts to integrate an already integrated SMS number fail without a proper error message. Agents clicking "view ongoing conversation" are not redirected to the correct conversation thread. SMS messages are not sent when a channel is switched from Web to SMS.Admin Experience bugsThe Skills page incorrectly displays agents in the Skills listing that do not match the assigned skill. Despite having restricted view-only access, the "Create Group" button is enabled within Chat Group Settings. Unable to edit & save the canned response category. CMS pages are displayed in the primary language instead of the agent's selected language.Bot bugsArticles with double quotes cause failure to trigger FAQs. Unable to open the parent URL of the bot in the Conversations tab. Group names with spaces are unidentified while searching within the Assign to Group action. Input text box fails to appear in the bot conversion when bot flow consists of “File & Image” as input type. Spanish Latin America translation missing for Ask Another query option. Bot languages are incorrectly set to English despite having another language set as the primary language. Set property with custom variables fails to load in bots. Bot version numbers incorrectly increment to a very high value. An unexpected intent count was displayed while publishing the bot.  Incorrect dialog displayed while selecting the corresponding dialog number linked with the API library. Cached tickets remain in the New state and are not closed by the inactivity timer when the conversation widget is reloaded. OTP node fails to display in the widget when configured as the second dialog node. Bot flow execution stops if a feedback node without conditions is configured and moves the conversation to the agent's queue. Cheers!

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  No new features for the month of April 2024.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Genesys app for FreshchatAgents can make and receive calls from the Genesys widget in Freshchat/the Suite. Setup call recording, call forwarding, and more with the Genesys CTI app. Custom modules app for FreshchatEnable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat. Freshworks-Axialys integrationAgents can make and receive calls from the Axialys widget in Freshdesk. Set up call recording, call forwarding, and more with the Axialys CTI app. Freshworks-Ziwo integrationAgents can make and receive calls from the Ziwo widget in Freshdesk. Set up call recording, call forwarding, and more with the Ziwo CTI app. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync. Snowflake Connector AppSync contacts, accounts, and custom objects between Snowflake and Freshdesk. Customers can also push reporting data into the Snowflake Warehouse. Azure AD Connector AppCreate and manage agents from within the Azure AD portal, simplifying user management in Freshdesk. Connector Apps Billing ImprovementsWe are improving the billing interface to simplify the process of purchasing Connector App tasks directly from the billing page in Freshdesk. Changes to the Freshworks sub-processor listCategory: Security ManagementWe plan to update our sub-processor list. We will be adding the Cloudflare, Inc. sub-processor to our list.You can find more details about these changes here. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures.  Write to us at support@freshworks.com if you have any questions about this update. Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents have observed that they are unable to enable Freddy when the Agent profile is in Arabic. The tooltip text shown when hovering over the Rearrange button is inaccurate. Some Agents are unable to download images from chat conversations. Canned reponse dropdown is not appearing for SMS conversations. Summarize conversation is enabled when multiple conversations are selected. The user interface experiences issues when keyboard shortcuts are used. In Firefox, clicking ‘Insert Link’ twice in an email conversation causes the UI to scroll to the top unexpectedly. Admin Experience bugsFreshdesk articles in the draft state get synced with the Freshchat bot. Agents are unable to view the onboarding page after signing up. Bot bugsIncorrect display of Publish and Deploy buttons in Templates. Bot preview does not show the Resolve Conversation node in the bot flow. Unable to import more than 30 Freshdesk FAQ categories within the bot. Unable to clone a bot flow. Incorrect display of custom function names within the Function name dropdown. Save and Map to Flow option missing while creating a new intent. Cheers!

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from March 31, 2024.  Phone channels page updateThree of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.More details here.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Email bot for Freshchat (Freddy Self Service)Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles. Narrow down FAQs (Freddy Self-Service)Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables). Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents are unable to append conversations to existing tickets as the Select label option is not functioning. In the Post resolution quality coach section, the name of the Account Admin along with the Agent is displayed, although the Account Admin did not handle the conversation. Conversations get assigned to inactive Agents instead of Active ones. Some Agents are unable to remove attached files when the chat widget is in compact view as the delete button is hidden. Unable to tag Agents on private notes for some WhatsApp conversations. Emojis sent from Slack are not displaying correctly on Freshchat. Formatted texts sent from Slack are not displaying correctly on Freshchat. Some Agents have observed that there is text misalignment when the conversation subject is long. Some agents can only view a few conversations out of many that appear in search results. Some Agents reported that the count for certain views is continuously loading. Admin Experience bugsSome Agents have not received scheduled reports set to be sent daily. While adding a transparent logo to bots, some Agents observed a faint logo of the user beneath the bot logo. Bot bugsFailure in importing bots. Mismatch in Conversation Status between Chat and Bot. Display order is skipped in the Flows page when a template with Resend OTP Module is imported twice. Enabling NLP from the banner in the Omni account fails if "Learn from FAQs" is enabled. Resend OTP quick action is missing while importing OTP dialog. Error banner not displayed for button text exceeding 20 characters in unpublished bot version. Bot variables are not updated while changing values in Set Property Node action. Templates imported from Freshsales instance missing while filtering. Duplication of Flows while cloning Node groups with configured Natural Language Feedback. Inconsistent phone number validation between chat and bot. Conversation widget template bot preview fails to load for the second time. Bot incorrectly considers the Yes/No button on the Ask feature as feedback. Incorrect customer update events sent before name validation. Customer name property updates despite the invalid name input. Flows are invisible while executing actions with group assignment. Unable to migrate bots with more than one answer bots.  

Are you ready to elevate your game for Q2 2024? We hope your Q1 was as refreshing as ours! As we gear up for the next phase, we invite you to join us as we delve into what we've launched in Q1 2024 and provide an exclusive preview of what's in store for the upcoming quarter.  What we’ll be covering in this webinar:Updates to the Suite Improvements to our integrations  The Q1 product roundup Sneak peek into Q2 2024  April 3 2024, WednesdaySlot 1: 8.30 AM IST | 11 AM SGT | 2 PM AEDTSlot 2: 9:30 PM IST | 5 PM BST | 9 AM PDT Register for the webinar here!

New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from February 29, 2024.  Sentiment Analysis (Freddy Copilot)Leverage Freddy to understand your customers’ emotions and prioritize conversation based on expressed sentiments. You can soon leverage sentiment reports to get insights to refine your support processes.More details here.  Freshchat-Playvox integrationBoost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.More details here.  Integrate RingCentral with FreshchatIntegrate Freshchat with RingCentral to manage all customer conversations across channels from one unified inbox.More details here. More inbox actionsAgents can now quickly assign conversations to themselves. They will now get an 'Assign to me' option for any unassigned conversation in the Team Inbox.More details here. Enhanced translation logic for Freddy Self-Service features (Freddy Self-Service)Bot conversation summaries will now be translated into the customer/agent languages. The names of dialogs and APIs created using text prompts will be translated into the primary bot language. Success and failure responses for text prompts will be translated into the Admin profile language. Bot insights (insight names, utterances, bot flow names, dialog content, API names, and function names) will be translated into the language configured in the user's profile (agent/admin). Upcoming Features and Enhancements  Check them out here!  Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsCertain conversations in the inbox disappear intermittently, requiring a browser refresh for Agents to regain visibility. Some Agents can view WhatsApp templates instead of using the text editor when the channel switcher is enabled. Agents have noted that some conversations experience a 10-20-second delay upon arrival, leading to the breach of first response SLA. Agents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied. Agents are unable to view phone conversations on sorting. Some Agents have noticed that emails with large content do not get created as conversations.Admin Experience bugsAgents encounter difficulty viewing the bot toaster message as it obscures behind the conversation window. Some Agents have noticed that placeholders in canned responses fail to display current or real-time values upon expansion, and formatting options for text are not applied.Bot bugsUtterances with “space” fail to save in Q&A. Channel icon overlaps with the Use template option on the Templates page. Failure in uploading localization files in dialogs. Incorrect display of deploy script in Agent Assist bot. Article link in the FAQ within Q&A section displays poorly. Bot flow fails to trigger if flow is configured in Entity Recognition page. Cloned bot version with custom function fails to execute. Bot builder page freezes while switching between tabs. Input translation fails in Multilingual Bot. Incorrect behavior in bot conditions while using double quotes in condition. Failure to capture customer name in contacts. Bots with inputs configured in the flow fail to trigger. File uploads fails for self service widget in bots. Tags added to FAQs are from the Q&A section in the bit builder. Cheers!

New Features and Enhancements  All below features and enhancements are available to all customers from February 29, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Caller widget inside CSSThe Caller widget now comes with the options to view conversations, create tickets, or link to existing tickets in the Customer Service Suite.More details here. Unified ProfileAgents can now manage their profile preferences from a single place instead of switching between products.More details here. Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Freshmarketer add-on to the SuiteYou can soon use the Freshmarketer add-on to the Suite to have a unified solution to meet your marketing and support requirements. Connector Apps for CXSync Freshdesk and Freshchat seamlessly with your tools. Customize workflows, choose 1 or 2-way sync, and monitor in real-time. Pay-as-you-go pricing. Now available for Salesforce, with more integrations coming soon. Unified Contacts and Accounts View contact and account lists across modules without having to switch between screens. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management. Cheers!

Businesses can simply ask Freddy to build Regex validation with simple text prompts and Freddy will take care of the rest.Agents will no longer need to struggle with figuring out how to write the Regex for their business requirements. Asking Freddy to generate Regex to match a custom input is a Freddy Self Service feature.Learn more about using Regex in the bot builder. 

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. 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!

New Features and Enhancements  All below features and enhancements are available to all customers from January 30, 2024.  Empower support teams with Freddy CopilotThe Freddy Copilot add-on is available for purchase at $29 per agent per month — and it comes with free access to Freddy Insights (beta) for a limited time.More details here. Freshsales add-on to the SuiteThis add-on will enable your sales and support users/agents to have a single solution with a unified end-customer context in the Customer Service Suite.More details here. Enhanced Admin settingsRevitalize your workflows with our new and improved Admin settings, offering an intuitive and streamlined experience for effortless management.More details here. Upcoming Features and Enhancements  All Below features and enhancements are coming soon to customers.  Unified Agent ExperienceThe new unified agent experience allows agents to manage their profile preferences from one place. The experience also supports a unified contact page and the call widget inside the Customer Service suite. Unified Freddy ExperienceCentralizing Freddy settings from conversational and ticketing modules into a unified experience within the CS Suite for easy and seamless admin management.  Cheers!

Improve your agents’ responses with Proactive Quality Coach in Freshchat and the CS SuiteFreddy can now review agent responses for tonality, grammar, and spelling in real-time. This helps agents identify and fix errors ensuring a consistent, on-brand customer experience.    PS. This feature is part of the Freddy Copilot add-on. Buy Freddy Copilot add-on before February 19th so you don’t lose access to Freddy Copilot and Freddy insights after the beta ends. Reach out to your account manager or go to your plans and billings page to make the purchase.Learn more about Proactive Quality Coach here.

Custom functions are now supported in the bot builder for Freshchat and the Freshworks Customer Service Suite.This is particularly useful when deploying bots on channels that don’t support customization, such as WhatsApp, Instagram, SMS, etc.This is a step up from using bots to trigger, pass variables, and receive responses on functions defined on the website. Customers can now effortlessly define and execute custom functions on their website or within their bots, evading channel-specific limitations.Check it now by navigating to Flows > Configure > Custom functions.

Join us for the Customer Service (CS) Quarterly Roundup webinar to learn how to leverage AI capabilities to enhance your customer service and all about the emerging themes of customer service in 2024. What we’ll be covering in this webinar:Learn about the latest product innovations in customer service Reflect on the biggest customer service trends of 2023 Get a sneak peek into the emerging themes of 2024 Participate in a Q&A session with the customer service product team Jan 31, Wednesday  SAVE YOUR SEAT NOW!

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! :)

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! 

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

The auto-assignment feature now goes beyond the subject and delves into the email body for a more comprehensive assignment. Admins can set up routing rules based on keywords or phrases in the email body.For example, suppose a customer writes about refunds or returns in their email. In that case, the admin can use the upgraded auto-assignment feature to route the incoming conversation to the agent or group who are best at handling such questions for a swift response.Learn more here.