Freshchat Release Notes - July 2022

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

Related products:Freshchat

Freshchat Release Notes - June 2022

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

Related products:Freshchat

Freshchat Release Notes - May 2022

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

Related products:Freshchat

Freshdesk Messaging Release Notes - April 2022

New Features and Enhancements Bug fixesNew Features and EnhancementsNote: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans. Elevate conversational messaging with SMSConnect service providers like Twilio with SMS support on Freshdesk Messaging. You can manage all your conversations instantly on the most popular support channel.More details here.  Analyze chats with Freshdesk Messaging AnalyticsAnalyze and augment your chat conversations to understand the types of customer queries and the volume of chat to allocate resources. Get an overview of agent performance based on actual metrics and KPIs with deeper attribution and tailored insights.More details here.Keep track of requests with mandatory labels and subcategoriesKeep track of the different kinds of requests and messages by labeling conversations. Identify patterns of what your customers are trying to tell you. Based on this information, you can make your product/service better.More details here.Implement bots faster with this upgradeImplement bots faster and improve your go-live time with the clone option on Dialogs. With this option, you don’t have to create dialogs from scratch anymore, you can simply clone dialogs that are similar, make the required changes, and deploy. More details here.Agent Performance Report enhancementsThe Agent Performance reports will now have two columns that record the start and end time. This will help customers segregate and sort the reports easily, especially for those who generate numerous reports in a day. Enhanced access to user propertiesYou can now access user properties that have been previously created from the Freshdesk Customer Fields page. To create a new user property from the Freshdesk Messaging interface, click on New Property → New User Property, which will open the Freshdesk Customer Fields page in a new tab. Bug fixes These were the bugs detected and they’ve now been fixed. For customers on the Omnichannel plan, the default broken image file was displayed for agents who hadn’t set their profile picture. WhatsApp template messages were not displayed to agents for a few chats even after customers had responded to them. Customers were unable to view images attached to the canned responses. On the Team members page, customers were unable to close the sidebar by hitting the ‘X’ button. An error was thrown for a few customers when trying to execute the chat assignment rule. For customers who have integrated Freshdesk Messaging with Apple Business Chat and LINE, the order in which the messages were delivered was skewed. Customers were unable to open the Topic page. When bulk converting chats to tickets, chats that were marked as ‘Closed’ were being shown as ‘New’ tickets on the Tickets page. When viewing the FAQs from solution articles on the chat screen, the link for the Table of Contents didn’t work as expected.  For Facebook conversations, the customer’s profile picture was not displayed in Freshdesk Messaging. Business hours routing during offline hours didn’t work as expected. Deleted channels showed up in the API response for some customers. Conversations were not auto-resolved for some customers. The FAQs viewed by customers were not showing up in the timeline events in Inbox view. Conversations were displayed as unread in the UI even after read receipts were sent. Automation failure emails were sent to customers who had scheduled historical reports. Customers were unable to view the dropdown in Welcome flow when the carousel was configured with more than 25 cards. Customers were facing issues when setting up conditions in the feedback Opinion poll. Agents were unable to view the input box in the chat window when the Inactivity Timer was enabled. Transfer to agent functionality under Conversation settings wasn’t working as expected in the Bot widget. Entity Recognition under bot Flows was not passing the conversation to agents under set conditions. For customers using bots on WhatsApp, the customer name and phone number were not stored properly on the bot’s end. The function configured to add working dates to an existing date was functioning incorrectly. Customers had to scroll horizontally to view solution articles in the Answers module. Custom properties under Deploy page were not captured in the bot conversations. Cheers!

Related products:Freshchat

Freshdesk Messaging Release Notes - March 2022

Note: All the features/enhancements below are available on Free, Growth, Pro, and Enterprise plans. New Features and Enhancements Bug fixesNew Features and Enhancements Carousel support in Freshdesk MessagingUsers can configure each item on the carousel and display rich media content to the customer through the Conversations widget. The bot will present a carousel with the choices that you’ve listed to your customers. More details here.  Enrich bot conversations by attaching images and videosYou can attach images and videos to your bot conversations and elevate your self-service. Using rich media in bot conversations enables organizations to deliver engaging and impactful self-service experiences to their customers. More details here.  Workforce Management in Freshdesk MessagingManage your workforce smartly, strike the right balance between your team and customers with injixo. This integration helps you make well-informed staffing decisions, switch from manual planning methods to automation, and have complete and direct control over support costs.More details here.  Introducing Session Analytics for Freshdesk MessagingWith Session Analytics you can dig deeper into every session your bot has with your customers and understand how exactly you are charged for it. Learn about how sessions are consumed on a daily basis, the number of customers each bot interacts with and much more.More details here.  Vanakkam! Namaste! Subhakankshalu!We've added 11 more languages for your bots to converse with your customers across the globe. You can now set up your bot in Tamil, Telugu, Hindi, Arabic, Vietnamese, Bahasa, Bangala, Malayalam, Punjabi, Kannada, & Urdu."More details here.  Files/Images supportFreshdesk Messaging widget now supports attachments configured through the Bot builder. The bot will present option to upload images/files when the appropriate flow is triggered.More details here.  WhatsApp and Apple Business Chat Customers on the Growth plan can now avail WhatsApp and Apple Business Chat integrations to manage customer interactions with ease. Bug fixes These were the bugs detected and they’ve now been fixed. Chats were not being assigned to agents even though they were active on IntelliAssign. Conversations were not being properly assigned to agent groups. Private nodes in bots were exposed to end users in the Freshdesk Messaging widget. Admins were unable to access Freshdesk Messaging Reports under Omnichannel Analytics. Conversation properties for WhatsApp, SMS, and Web Chat apps were not populated in the Freshdesk Messaging widget. The profile picture was not displayed properly in the People’s tab. Agent was shown as actively viewing an ongoing chat in the Conversations page when they were actually unavailable. Customers were unable to submit/send an emoji as feedback in the Freshdesk Messaging widget. Freshdesk Messaging account was not available for a few users in the Omnichannel plan. The bot flow did not progress when a carousel was used as a welcome message. Error was thrown when users tried to preview a bot flow in the Answers module. Business hours check was not getting updated due to cache issues. The function trigger failed in some cases and the sorry flow was triggered. Previewing the bot displayed the previous version of the bot flow rather than the current version. Users were unable to add more than two variants in the Answers module. Users were unable to preview template bots.  Cheers!

Related products:Freshchat

FRESHDESK MESSAGING RELEASE NOTES FROM FEB 1st to FEB 28th 2022

 PRODUCT UPDATES:Bring Your Own Channel in Freshdesk MessagingChoose your own channel and integrate it with Freshdesk Messaging. You can achieve this with the help of APIs and marketplace events. We have used this framework for two upcoming integrations through the marketplace - Viber and Kakaotal.Read more Have casual conversations using Global Small Talk in Freshdesk MessagingWith Global Small Talk, you can configure the bot to engage your customers in a casual conversation to provide an enriched and interactive experience. Global Small Talk is now available in 42 languages. Read more  Use industry-based bot templates in Freshdesk MessagingGo bot-first in your support to handle FAQs, and save time for both your customers who can now help themselves and your agents. Customize the templates to suit your use case and help customers find answers faster.Read more  ENHANCEMENTS: When users are unable to add a Label under the Settings page, an appropriate error message stating the reason will now be displayed. A pop-over will now be displayed to select the list of features to be cloned when users try to clone a dialog.  BUG FIXES:These were the bugs detected and they’ve now been fixed. When chat was converted to a ticket in Freshdesk, API was getting timed out. Agents were not able to edit the username in the meta field. The list of integrations in the Freshdesk Messaging page wasn’t getting displayed. The right set of users wasn’t displayed when a filter was applied under the ‘People’ tab. Agent messages weren't being masked when it was converted to a file. Trial users weren’t able to add more than 30 agents even after deleting existing agents to accommodate for more. When a user is soft-deleted, their icon was being displayed when they sent a message. The color gradient wasn’t being reflected in the preview mode when the preference was changed in web messenger. The radio button ID was shown instead of the actual value in Contact properties. Users weren’t able to filter conversations by labels after resolving a chat. The hyperlink functionality was not working in the Conversations widget. The self-service widget failed to recognize a link with ‘.liv’ as the domain. Headers were not rendered correctly in the API library when functions were configured with more than one parameter. Bot preview wasn’t working as expected, and the account URL was incorrect. The text box wasn’t displayed properly in the Conversations widget when it was used in iOS and Safari. The Convert to title case function wasn’t working as expected when customers input their names. The total number of conversations shown was mismatched in the Conversations list and Analytics. When there were no Quick Actions configured for a bot version, the Quick Actions page was crashing in the Assist bot. The Quick Action configured didn’t navigate as configured for the end-user, instead, it navigated to a different dialog. When a trigger API action was configured as ‘Pre’, it changed to ‘Post’ when customers migrated from the old bot builder. The bots were not loading for users in many instances. When clicking on the Back button on the Bots page, it opened up the Freshworks Community page.  The first and last name was getting saved without a space when the name was passed from Freshdesk Messaging via widget code. The OTP verification condition was executed even after the retry limit was exceeded. The solution article configured in the bot builder was not displayed to the user in the Conversations widget. The multilingual functionality in the Answers module displayed messages in English even when the configured language was non-English.  Cheers :)

Related products:Freshchat

FRESHDESK MESSAGING RELEASE NOTES FROM Jan 1st to Jan 31st 2022

Product updates:OTP Authentication for the bot builderYou can now set up an additional layer of protection through OTP authentication for your customers in the bot builder. Configure OTP as a service that can authenticate users and it will act as a validation mechanism for certain actions in the bot flow. How can you ensure that your transactions are secure? Set up OTP in your bot flows in the bot builder Ensure that an OTP is triggered anytime a customer performs a sensitive action Excel in your customer service by eliminating the fear of transactions gone wrong Read more  Enhancements: The script to load Marketplace apps was enhanced to load only once, to improve performance.  The maximum limit for each input type in the bot builder has been enhanced: FBOTS-27654 Dropdowns - 5000 Buttons - 100 Carousels - 100 Articles - 25 When choosing a messaging channel while deploying the bot, users can now see a ‘How it works’ option. Bug fixes:These were the bugs detected and they’ve now been fixed. The live translation was not working as expected for agents in the Freshdesk Messaging widget in Line messenger. Customers were unable to delete agents from their Freshdesk Messaging account due to the account not being updated.  An error was thrown when customers tried to send a Rich media template message.  The ‘New Segment’ UI in Freshdesk Messaging was showing a tooltip in irrelevant places.  In the Freshdesk Messaging Agent Availability dashboard, the reports displayed the stats for agents whose names were de-selected from a group. The first response time was captured wrongly in Freshdesk Messaging raw reports for a few agents. The CSAT report downloaded using API in Freshdesk Messaging was blank when no data was available. Going forward, headings alone will be displayed in the reports if no CSAT data is available. The text message displayed in WhatsApp carousel was repeated.  When a button was configured in the bot builder and deployed in the Freshdesk Messaging widget, the text box was also displayed below the buttons.  The Freshdesk Messaging Whatsapp widget was displaying an extra line break between options.  The placeholder text in the first node button in Freshdesk Messaging bot builder for buttons and dropdowns in was not replaceable. If any radio button is configured in the Freshdesk Messaging Conversations widget, the button was displayed on top even on minimizing the widget. The chats were auto-resolved in Freshdesk Messaging when a conversation was still active on IntelliAssign settings.  The bot was being triggered outside the business hours for customers in Freshdesk Messaging.  The Message Assist functionality was greyed out for a few conversations to aid in developing a robust training model. When accounts were migrated to Freshdesk Omnichannel, the underlying product anchor details did not get updated synchronously.  The Freshdesk Messaging script was not working as expected within the Shopify portal.  Customers weren’t able to Preview the bots in Freshdesk Messaging if their primary account language was non-English. Extra space was added between conversations in the bot widget.  While deploying a bot that transfers from one flow to another, the bot created an additional conversation that wasn’t configured in the bot builder.  While creating raw reports of customer conversations, a single message was split into two rows.  The cursor position in the dialog editor was not being placed as intended, it jumped to the top of the editor.  The UI threw an error while previewing the bot after updating the Conversation settings. The Conversation Settings tab was highlighted by default when clicking on the Settings tab.  Cheers!:)

Related products:Freshchat

FRESHDESK MESSAGING RELEASE NOTES NOV 15 to DEC 20, 2021

Product updates:Freddy Answers are now multilingual Let your bots speak to your customers in the language they understand best. With this release, you can set up questions and their variations to map them to an answer or a chatbot flow in over 40 languages!Read more Multipart form data APIs in Freshdesk Messaging bot builderWith Multipart Form Data format support in the API library, your bot can collect and pass file attachments and other information from end-users to any third-party application. By pushing attachments, your bot will be able to add more clarity to the question they have raised or the issue they are facing.Read moreExport bot reports with ease and accuracyWith Freddy Self-Service, you can now get insights into your bot’s performance with readily available bot exports. Choose between Scheduled and One-time exports, delete existing schedules, and you will soon be able to include up to five email IDs to send reports to. Read more Improvements to Conversation settings for BotsUsers will have the option to choose if they want to hide all closed conversations. Users will be able to create fallback options for what happens when a Conversation has been idle for ‘x’ minutes. The actions include ‘Resolve Conversation’, ‘Transfer to agent’, and ‘Trigger a flow’.Read more  Changes in ‘New’ Conversations in BotsCurrently, every interaction the bot has with customers is recorded as a Conversation in the bot builder, regardless of whether the customer responds or not. This leads to a lot of ‘New’ status conversations where the only interaction is the dialog initiated by the bot. This creates a huge volume of conversations that leads to a cluttered experience. To avoid this, we’re not creating New conversations where the customer doesn’t respond/take any action in response to the bot message(s), and ‘New’ status conversations will be removed from Analytics.Read more Bot interactive messages in WhatsApp With this update in Freshdesk Messaging, bot flows with structured content including carousels, lists, buttons, and articles will be optimized automatically to deliver an interactive experience for end-users on WhatsApp. Admins no longer need to create WhatsApp-specific flows manually for this set of interactive messages. Read more Enhancements: In Inbox view, the user name will be cut off after 30 characters and represented with ‘...’   Previously, a blank page was shown in Internet Explorer (incompatible browser) while trying to use the bot builder in Mint UI. Now users will see a warning message instead of a blank page.    Success messages were updated to reflect the conditions changed. For eg, for node deletion: Previously - Dialog deleted successfully. Now - Conversation deleted successfully.   The success message for Quick Action message was updated to reflect the action.  Previously - Predefined flows updated successfully Now - Quick Action updated successfully.    When creating custom views beyond a certain limit, users will now be shown an error message that says, ‘You have reached the maximum limit of custom views. Please reach out to support.’  Customers were unable to download/view Historical reports due to the download URL length. The URL length has now been shortened to enable customers to download and view reports.  The agents’ full names can be displayed through the mobile SDK. Omnichannel agents with an active day pass can access the Freshdesk Messaging mobile app  Bug fixes:These were the bugs detected and they’ve now been fixed.  The first letter in the agent name was capitalized by default while it was displayed in the bot. Custom flows dropdown power select was flashing on and off.  Freshworks CRM customers were unable to access Freshdesk Messaging-related settings.  Data in the Volume section of the Conversation Performance Report was missing. Users were unable to log in to their Freshdesk Messaging accounts, they were only able to access it through an incognito window.  The reply policy banner was not displayed to users on Whatsapp when there was a series of more than 20 agent messages.  Japanese characters were distorted when displayed in the customer profile settings of Freshdesk Messaging.  Customers were unable to expand group names by hovering the mouse in the Business Hours Settings page.  The Shopify integration link on Freshworks Marketplace was not working.  Co-browsing was not working and loading indefinitely once customers accepted the request. In-app notifications for reopened conversations navigated to New messages view instead of Notification view. Bot name was not displayed completely due to the first name and last name configuration from the backend. Scheduled email campaigns were stuck ‘In progress’ for customers.  Custom apps were not loading in Omnichannel accounts. When headers were added to an API under the API library, a comma was automatically added to the last header value.  In the bot builder, Dialog1.1 was always highlighted even when creating/editing another dialog. While exporting reports with the fields ‘Customer information and Contextual data’ and ‘Customer conversations’, the fields came in empty.  When dialog input type was configured with 10 or more Buttons, the ‘Show More’ button was misaligned.  Users were shown a 404 error while trying to update the decision flow from the old UI. The multilingual; feature broke for a few customers in the middle of a conversation, wherein the language switched from the chosen language to English after a few dialogs.  The search option was not working as expected in the Get Response field in the bot builder.  There was extra space between two options in the node action list.  The metadata 'ticket.expiry.threshold.time.in.sec' did not get updated to closed status when bot conversations were closed. Custom variables were not seen in the bot messages when they were passed from Freshdesk Messaging.  When the channel name and URL were empty, the SDK crashed. We’ve fixed the filtering process for FAQ tags. Users were not able to attach files in private notes. Cheers :)

Related products:Freshchat

FRESHDESK MESSAGING RELEASE NOTES OCT 1st to OCT 31st 2021

Enhancements:Android and iOS SDK 5.0 is now live. Customers can integrate the SDK into their mobile apps to trigger self-service natively. Learn more hereBug Fixes: Users without permission to manage integrations were able to view Slack access token in Freshdesk Messaging, this is now fixed.  Customers weren’t able to fetch older conversations after re-installing the Freshdesk Messaging mobile app without an External ID, this is now fixed.  Agents’ emails were disclosed to the user associated with a conversation, this is now fixed.  The amount of time that agents were active on IntelliAssign was reported to be higher than the time range selected, this is now fixed.  Customers were unable to search for a ticket for dropdown fields fetched from Freshdesk when resolved chats were converted to tickets. This is now fixed. Customers were unable to use bot sessions even though they hadn’t exhausted their existing bot sessions. This is now fixed.  Customers were facing alignment issues when using the chatbot widget in a non-English language. This is now fixed. In the Agent Availability page, the dashboard showed an error when customers tried to set the Agent Online Activity as NIL. This is now fixed. The Freshdesk Messaging widget was displaying a Google Calendar slot as Available even though it was already booked by another user. This is now fixed. The custom agent status reverted once an agent changed the status to ‘Unavailable’ and refreshed the page. This is now fixed In the Campaigns page, the Trigger Configuration and Triggered Email fields were overlapping, so trial customers were unable to click/edit the campaign. This is now fixed. Customers were unable to insert a placeholder in the canned response forms. This is now fixed.  When users sent unsupported audio via Safari, it displayed an error message. This is now fixed.   Freddy Self-Service: The timestamp shown in older Bot conversations was erroneous when a chat was reopened. This is now fixed.  Customers received an error when trying to add the input option as ‘Date’ in Dialog. This is now fixed.  Customers were facing a few issues with the Action module, where deleted actions were getting duplicated multiple times. This is now fixed.  When customers navigate to a specific dialog from the Messages tab, the first dialog is loaded instead of the dialog that was clicked. This is now fixed.  In the export report function, ‘Customer Information and Contextual Data’ and ‘Customer Conversations’ files came up empty. This is now fixed. When the input type is selected as a button in Dialog, the ‘Show more’ button was misaligned. This is now fixed. Carousel text was not displayed in the chosen language. This is now fixed. Customers received an email when 100% of their bot sessions were consumed, but not for 50% or 80% consumption. This is now fixed.  When an agent copy-pasted a message in the Conversations page, the formatting was a little skewed when it was displayed in the bot widget. This is now fixed Any custom property saved from the Content Picker returned the display text as ‘customVariable’ instead of the variable name. This is now fixed. There was inconsistency in the ticket creation date in the conversational and contextual reports. This is now fixed. The bot widget UI was distorted for customers in Safari mobile view. This is now fixed Language translation was not working as expected for a few tabs and labels in the bot builder. This is now fixed.  Cheers!:)  

Related products:Freshchat