Product Updates

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

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

Freshchat Release Notes - March 2024

Freshworks Customer Service Roundup of Q1 2024

Freshchat Release Notes - February 2024

Freshworks Customer Service Suite Release Notes - February 2024

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Freshchat Release Notes - January 2024

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Custom functions in the bot builder

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Introducing the Freshchat-Slack integration!

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Email body in assignment rules for Freshchat and the CS Suite

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Freshchat Release Notes - October 2023

Import APIs into the bot builder with cURL commands & Postman Collections

Preventive validation for bots in Freshchat and the CS Suite

Freshchat mobile SDK now supports more chatbot input options

Freshchat Release Notes - September 2023

Twilio now supports SMS and MMS

WhatsApp list picker for the bot builder

The Day Pass Utilization Report is Live! 📊

New bot template for Indian document verification

Q3 Customer Service (CS) Quarterly Roundup webinar

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