Topics started by karthik.kumar

42 Topics

Create Regex validation rules for custom inputs with Freddy in your bot builder in Freshchat and the CS Suite

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.

530

2 months ago

karthik.kumarCommunity Manager

Improve your agents’ responses with Proactive Quality Coach in Freshchat and the CS Suite

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.

400

2 months ago

karthik.kumarCommunity Manager

Custom functions in the bot builder

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.

750

2 months ago

karthik.kumarCommunity Manager

Email body in assignment rules for Freshchat and the CS Suite

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.

570

4 months ago

karthik.kumarCommunity Manager

Freshsuccess Release Notes - October 2023

Bug fixesThe following bugs are fixed:Email SMTP issue NPS response not calculated

1020

5 months ago

karthik.kumarCommunity Manager

Freshcaller Release Notes - October 2023

The following bugs are fixed:Twilio endpoint returns 500 errors due to an invalid path and missing Headers. Callback and parallel call transfers did not connect. Concurrent call statuses are displayed in the wrong order in the Live Dashboard. On Omnichannel, auto-answer call notifications are not received if the user is on a different tab or window. Error displayed during Call Queue configuration. Auto-answer notifications are hidden within multiple notifications. Inconsistent behavior of auto answer feature in non-focussed tabs when the agent is logged in with multiple profiles. The auto-answer timer is unresponsive when the user clicks on "Ignore" for non auto-answer call. Auto collection and MRR details were sent to the Freshchat widget. Duplicate Message name Issue in Freshcaller. Occasional Agent status changes to Offline during the call. Null language values in voice messages affect the call flows. Call barging is possible even after a call is ended. Resume parallel call operatio

4050

5 months ago

karthik.kumarCommunity Manager

Preview configuration is now available for the conversation widget and messaging channels | Freshworks CS Suite & Freshchat

Introducing our new Preview Configuration feature for bot builders! You can now test your newest bots thoroughly before deploying them to customers. Simulate conversations with customers, test out bot variables, user properties, and conversations properties directly from the bot builder. Speed up your bot publishing with preview configuration across channels for default and custom properties. Try it out today and let us know what you think! Learn more

660

5 months ago

karthik.kumarCommunity Manager

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

You can now use cURL commands and Postman Collections to easily integrate your existing APIs into Freshchat and the CS Suite.We’ve made it super easy to import APIs into our bot builder using cURL commands and Postman Collections. Easily integrate with existing systems, popular services, or build custom API. Learn more. No more manual configuring or tedious setup processes. With this update, you can simply copy and paste your cURL commands or upload Postman Collections into our bot builder, and voilà — your API is imported and ready to use.Ensure a streamlined integration process, increased efficiency, and the ability to create more sophisticated conversational experiences for your customers. By leveraging cURL commands and Postman Collections, you can automate the integration process, reduce the risk of errors, and save time.

960

5 months ago

karthik.kumarCommunity Manager

Preventive validation for bots in Freshchat and the CS Suite

Preventive validation in the bot builder warns you when you try to delete dialogs, APIs, properties, and more if you are using them elsewhere in the bot builder. Learn more here Additionally, preventive validation can identify any errors or inconsistencies within the bot, allowing the bot builder to fix them before the bot is deployed. Overall, preventive validation is a useful tool for bot builders that can help them create and maintain a successful bot.

440

6 months ago

karthik.kumarCommunity Manager

Freshchat mobile SDK now supports more chatbot input options

This update allows you to create engaging and interactive conversational experiences for customers. The possibilities are endless, with the ability to select options from a dropdown menu, click buttons to trigger actions, and enter one-time passwords for added security. We encourage you to check out the SDK documentation and the solution article for more information. Use cases:A chatbot for a pizza delivery service can use the dropdown input method to allow users to select their preferred toppings. A virtual fitness assistant can let users schedule their workout slot by choosing their preferred date and time A customer support chatbot can use the OTP input method to verify a user’s identity before providing sensitive information or assistance.

330

6 months ago

karthik.kumarCommunity Manager

Twilio now supports SMS and MMS

Twilio now supports SMS and MMS on Freshchat and the Freshworks Customer Service Suite.We’re excited to announce that Twilio now supports MMS (Multimedia Messaging Service) alongside SMS (Short Message Service) in Freshchat. Learn more here. What does this mean?Multimedia capabilities: With MMS, customers can send and receive multimedia content such as images, videos, and audio files, enhancing the visual and interactive experience of mobile messaging. Increased character limit: MMS allows for longer messages than SMS, enabling customers to convey more detailed information and reducing the need for multiple messages. Improved engagement: MMS supports rich media elements like emojis, stickers, and animations, making messaging more fun and engaging to create visually appealing marketing materials, promotions, and alerts that grab customers’ attention.

540

6 months ago

karthik.kumarCommunity Manager

WhatsApp list picker for the bot builder

The bot builder on Freshchat and Freshworks Customer Service Suite now supports the WhatsApp list picker as an input type for the bot. Businesses can now offer their customers a seamless way to select from a range of options, making it easier than ever to provide accurate support. While deflecting conversations over WhatsApp, businesses will now be able to get the right responses from their customers to serve with accurate support — while customers will no longer need to second guess while they respond to a WhatsApp bot

310

6 months ago

karthik.kumarCommunity Manager

The Day Pass Utilization Report is Live! 📊

We're thrilled to announce the day pass utilization report — available for all Freshchat and Freshworks Customer Service Suite customers on all paid plans. Learn more from this article.The report is designed to help businesses like yours stay on top of customer engagements across multiple channels. With this powerful tool, you'll be able to track and analyze details like:Number of day passes utilized Your day pass utilization trend Number of day passes utilized per agent The trend of day passes used by agentsTake advantage of this new report to make informed decisions and improve customer satisfaction. Check out the pass utilization report today and exceed your customers' expectations like never before!

1190

6 months ago

karthik.kumarCommunity Manager

New bot template for Indian document verification

Indian document verification with the bot builder — powered by IDfy What’s new hereSay hello to the newest bot template in town — designed to verify Indian Identity Documents and extract data — powered by IDfy. Enable your bots with real-time face comparison with live selfies to ensure the authenticity of the user Use cases:Employee & vendor onboarding, customer registrations, age verification, banking & insurance claims, government services, and more

290

6 months ago

karthik.kumarCommunity Manager

Freshdesk Release Notes - August 2023Release notes

Bug fixesThese were the bugs detected, and they’ve now been fixed.Agent signature was retained in the reply editor and showed up as drafts in the Tickets page. Ticket export timed out when there were many ticket tags in the export. There were inconsistencies in the Business hours date format in regional holidays. The solution article widget in the reply editor did not show the entire content. There were issues with the subject line translation for tickets that were created from Freshcaller. Inline images were broken when an agent forwarded a thread. Customers were unable to use the shortcut to send a reply from the threads from a Windows device. The action ‘Create new ticket’ in Ticket Update automations failed for a few customers. Customers were unable to add notes to tickets that had more than 50 email addresses in the Send and CC fields. There were issues with populating the CC field value using ticket forms. There were alignment issues in the Scenario Automations page when the scen

25182

6 months ago

karthik.kumarCommunity Manager

Q3 Customer Service (CS) Quarterly Roundup webinarNews

Join us for the Customer Service (CS) Quarterly Roundup webinar to learn how to leverage AI capabilities to enhance your customer support and about our new product offering: Freshworks Customer Service Suite. What we’ll be covering in this webinar:Q3 Product Innovations in Customer Service Nifty GenAI-powered Freddy features The Freshworks Customer Service Suite Upcoming features in Q4 and beyond Oct 17, Tuesday Slot 1: 8.30 AM IST | 11 AM SGT | 1 PM AESTSlot 2: 9 AM PST | 4 PM GMT | 9.30 PM IST SAVE YOUR SEAT NOW

740

6 months ago

karthik.kumarCommunity Manager

Freshsuccess Release Notes - August 2023Release notes

Bug fixesThese were the bugs detected, and they’ve now been fixed.Using the Freshdesk Connector, customers were unable to fetch all the satisfaction ratings data. Customers were unable to process email unsubscribes additions and removals.

830

7 months ago

karthik.kumarCommunity Manager

Freshcaller Release Notes - August 2023Release notes

New Features and Enhancements Enhancements to Call Lifecycle eventsGet more information on events when an agent ignores a call. Call lifecycle will show events like 'Attended another call', 'Monitoring another call', and more.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed.Automatic ticket creation did not happen when a call was transferred from one agent to other. User updates failed for an account when the other org admin was occasional. Callback requests failed when one-click integration with Freshdesk account was enabled. A 500 error was thrown when customers tried to view their service level metrics. Duplicate agent were created for the same agent concurrently. Two calls from the same wait queue was allocated to a single agent. Customers were unable to save call queues in their accounts when the call queue batching feature was not enabled. The default message did not get selected for hangup and voicemail actions in busy fallback of call qu

3390

7 months ago

karthik.kumarCommunity Manager

Freshchat Release Notes - August 2023Release notes

New Features and EnhancementsPost Resolution Quality CoachAssess conversation quality post issue resolution and gain valuable insights for Improvement. Learn more. Reply to customers in the channel of your choiceYou will soon be able to respond to customer conversations via SMS, email, or WhatsApp, regardless of the channel they used to contact you. Learn more.Increased multilingual coverageBuild bots to talk to customers in their language for natural, intuitive, and engaging conversations in five new languages: Arabic, Kazakh, Kurdish, Somali, and Sinhala. Learn more. Toggling between flows and answers for the first bot responseSet your bot to start responding with flows or answers when your customers reach out and offer personalized support for their questions. Learn more. MMS support for TwilioElevate your customer communications with images, videos, and audio files with the power of multimedia messages (MMS) in your customer conversations on Freshchat with Twilio. Learn more. Brin

3180

7 months ago

karthik.kumarCommunity Manager

Previewing bot logs is made easier | Freshchat & Freshworks Customer Service SuiteFreshchat

Whether you’re troubleshooting your bot or simply want to see how it’s working under the hood — we’ve made your life easier: easily switch over to view the logs from the bot preview screen.Once you’re done previewing your bot, just click on the show logs button You don’t need to sift through all conversations — you’ll be taken directly to the logs of the conversation that you just previewed You can then continue to check out the messages, activity logs, and API calls associated with it.

530

7 months ago

karthik.kumarCommunity Manager

Seamlessly switch between multiple channels while responding to customers

We’re excited to announce that the Channel Switcher is now available for all customers (Growth, Pro, Enterprise) in Freshchat and the Freshworks Customer Service Suite. Click here to learn moreAgents can now seamlessly switch between channels, accessing all necessary information and context in real time. This means that whether a customer contacts us via email, phone, or chat, agents can respond via a different channel to offer a better, more efficient support experience.

910

7 months ago

karthik.kumarCommunity Manager

Watch the recording of the Customer Service Q2 2023 Roundup WebinarWATCH ON DEMAND

Hey there!We hope you had a fantastic time at our recent Q2 roundup webinar from Freshworks! As promised, we are thrilled to share the recording of our webinar with you so you can catch up on our AI vision, a Freddy AI demo, and the Q2 updates.We hope you found the session informative and useful. If you have any questions or feedback – please write to support@freshdesk.com – we value your input!Stay tuned for the next webinar in October 2023!

990

8 months ago

karthik.kumarCommunity Manager

The Freshworks CX Q2 2023 Roundup Webinar | July 18, 2023News

Join us for our latest webinar on 18th July, 2023 to learn all about what’s new with CX at Freshworks. We'll be covering three major topicsOur AI vision for customer service Freddy’s generative AI capabilities Q2 product innovationsOver 650 people have already registered to gain valuable insight into how to apply the CX updates to their businesses. Sign up now and join the growing community of successful customer experiences!Register now to secure your spot

2071

9 months ago

karthik.kumarCommunity Manager

Freshchat Release Notes - May 2023

All below features and enhancements are available to customers from May 30, 2023. New features and enhancementsGPT-based enhancements to FreshchatImprove your agents tone, make it easier for them to expand their messages for customer clarity or summarize their conversations for escalations and handovers, generate variants, and answers based on suggested articles.Learn more Multi-step CSAT survey builderBuild and send multistep CSAT surveys on WhatsApp, Email, and Instagram.Learn more Explore the latest Freshchat Marketplace AppsImprove agent productivity by connecting Freshchat with your everyday business tools.Learn more Bug fixesThese were the bugs detected, and they’ve now been fixed.Switching between tasks in Freshchat on the left pane continued to show properties from the older task. Some agents faced an issue where the @mentions was not working in email conversation editor. When conversations were grouped by the customer, the number of conversations was not updating in real time

3280

10 months ago

karthik.kumarCommunity Manager

What's new with the Freshchat bot builder

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

1480

11 months ago

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Topics started by karthik.kumar

Freshdesk Release Notes - August 2023Release notes

Q3 Customer Service (CS) Quarterly Roundup webinarNews

Freshsuccess Release Notes - August 2023Release notes

Freshcaller Release Notes - August 2023Release notes

Freshchat Release Notes - August 2023Release notes

Previewing bot logs is made easier | Freshchat & Freshworks Customer Service SuiteFreshchat

Watch the recording of the Customer Service Q2 2023 Roundup WebinarWATCH ON DEMAND

The Freshworks CX Q2 2023 Roundup Webinar | July 18, 2023News

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