• 2024
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • 2023
    • December
    • November
    • October
    • August

August 2024

Enhancement
Bot builder enhancement

Sort through bots, search conversions within versions, and ensure conversations are not impacted by private dialogs. (Freddy Self Service)

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Enhancement
Retrain page enhancements

Retrain bots easily with options to search, filter, and find useful, helpful, and unhelpful bot interactions. (Freddy Self Service)

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Enhancement
Automations for collaborators

Automation rules can be applied for actions performed by collaborators such as replying to tickets.

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Enhancement
Customize wait queue behavior

Admins can now prioritize calls in the wait queue by received or enqueued time and manage queues individually or collectively.

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July 2024

Enhancement
JSON object array outputs

Process the entire API response body with custom functions in chabots.

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Enhancement
Canned responses custom properties

Enhance your canned responses by inserting custom properties.

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Enhancement
Social responses on Instagram

Respond to public comments via Freshchat.

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Enhancement
Sentiment enhancements

Enable agents to effectively prioritize ticket volumes by setting sentiment thresholds.

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Enhancement
Customizable sidebars

Flexibility to rearrange user properties in the sidebar to view customer information.

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Marketplace App
Discover the latest apps

Leverage the PowerBI Connector app to create and use advanced statistical metrics within the Suite. Streamline workforce management with the Playvox app for Freshdesk.  

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June 2024

New
Freddy usage report (Freddy Copilot)

The Freddy Copilot report empowers admins with insights on agent adoption and feature utilization.

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New
Live translation (Freddy Copilot)

With Live translation, agent responses are instantly translated into the customer's preferred language.

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Enhancement
Proactive quality coach (Freddy Copilot)

With Proactive quality coach, agents can now verify the relevance of their responses in relation to the conversation. 

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Enhancement
Bulk actions enhancements

Make bulk updates to all custom fields and ticket search results. 

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Enhancement
Learn from KB (Freddy Self Service)

Elevate your chatbot's intelligence with your knowledge base upon bot creation.

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New
Narrow down FAQs (Freddy Self Service)

Specify where your bots should search for answers for personalized responses.

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May 2024

New
Exclude tickets from list view easily

A new filter to exclude specific tickets from ticket view.

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April 2024

New
All-new Analytics Homepage

Access your favourite reports, widgets and metrics effortlessly.

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New
Multi-schedule Reports

Schedule reports at different frequencies, without the need to clone them.

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New
Custom metrics shortcuts in Analytics

Create custom metrics effortlessly from within the respective reports.

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March 2024

New
Enhanced email bot (Freddy Copilot)

Customers can share feedback about Freddy's email responses to close / handover the conversation to an agent.

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New
Exclude tickets from list view easily

A new filter to exclude specific tickets from ticket view.

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New
Connector Apps for Freshdesk

Filter and select data to sync, control dataflow direction, and enjoy complete flexibility in syncing seamlessly with Freshdesk or Freshchat.

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New
Advanced CSAT (available on-demand)

Set up elaborate forms, define point scales, and more with the upgraded CSAT module.

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Enhancement
Enhancements to the CSAT survey

Add questions at any point in the CSAT flow using the survey builder.

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New
Connector Apps for Freshchat

Filter and select data to sync, control dataflow direction, and enjoy complete flexibility in syncing seamlessly with Freshdesk or Freshchat.

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New
Phone channels page update

Find 3 new telephony integrations on the phone channels page.

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February 2024

New
Empower support teams with Freddy Copilot

Unlock agent productivity, elevate response quality, and streamline admin responsibilities with the gen AI powered Freddy Copilot add-on

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New
Unified profile page

The unified profile page allows agents to manage their profile preferences from a single location.

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New
Caller widget

You can view conversations or create tickets from a phone call from the Caller widget.

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Enhancement
Inbox actions

Agents can now assign unassigned conversations to themselves from the Team Inbox.

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Marketplace App
Freshchat-Playvox integration

Boost agent productivity and streamline your everyday support operations.

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Marketplace App
Integrate RingCentral with Freshchat

Manage your RingCentral telephony account from Freshchat.

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January 2024

Enhancement
Sales add-on to the Suite

A unified solution with complete customer context for support & sales agents.

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Enhancement
Enhanced Admin settings

An improved, intuitive, and streamlined experience for effortless management.

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New
Empower support teams with Freddy Copilot

The Freddy Copilot add-on is now available for purchase

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Enhancement
Custom functions in the bot builder

Declare, define, and call custom functions from within the bot builder

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New
Freddy powered RegEx creation for bots

Generate RegEx expressions to set up input fields using simple text prompts.

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Enhancement
Contact 360 enhancements

New experience for contact 360 so agents easily get the details they need.

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Enhancement
Added inbox table view capabilities

Agents can now assign groups, other agents, and statuses in bulk to conversations from the inbox table view.

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Enhancement
Support for more channels

Now the mobile app comes with improved channel coverage for email, SMS, and WhatsApp to support all conversations and proper rendering of hyperlinks, emojis, and GIFs.

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Enhancement
Email enhancements for Freshchat

Improved email card layout and support for agent reply templates

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Marketplace App
Engage over TikTok Shop

Integrate TikTok Shop with Freshchat through a custom app.

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Enhancement
Channels interface enhancements

Smoother settings configuration for SMS, LINE, GBM, and Mobile SDK.

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Enhancement
New input types for Facebook bots

Add buttons, carousels, articles, and rich text to your FB chatbots.

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New
Parallel conversations in Freshchat

Customers can have multiple active conversations on the same topic

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Enhancement
Advanced CSAT enhancements

Larger template selectors, more accessible configuration, and support for 30 questions per survey.

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New
Importing bot templates

Import templates into existing bots and easily incorporate new flows

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December 2023

MarketPlace App
Slack integration with Freshchat

Automatically sync conversations between Slack and CRM to unify sales, marketing, and support.

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Enhancement
Inbox table view

Review conversations and manage assignment, status, priority, and other properties for conversations

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MarketPlace App
New telephony integrations

Integrate Freshchat with your Five9, Amazon Connect, and Dialpad accounts

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Enhancement
Filter views for mentions inside threads

View all the conversations where you are mentioned using @mention in one place

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Enhancement
Conversation properties enhancement

Organize conversations with a main category and up to three levels of sub-categories for enhanced classification

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New
Enhanced contact import

Import contacts easily with the new, improved and guided contact import flow

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Enhancement
Enhanced inbox views

Agents can toggle table views, group conversations differently for enhanced inbox efficiency

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Enhancement
Custom agent statuses in Freshdesk

Learn how agents spend their time when they’re unavailable to assist new customers

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November 2023

New
Bot template for Klevu

New bot template so your customers can browse your product inventory from any channel.

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Enhancement
Email enhancements

Smoother agent experience when managing emails from customers.

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Enhancement
Channels interface enhancements

Configure settings for each support email ID with ease.

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New
Proactive experience

Proactively contact customers to address issues and share recommendations.

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New
Freddy AI beta now for Pro and Enterprise

Freddy Copilot and Freddy Insights features are exclusively available to Pro and Enterprise customers.

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Enhancement
Enhancements in Threads

Expand the threads panel for better content visibility with secondary display mode

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October 2023

Enhancement
Conversations properties

Add conversational properties as triggers, conditions, and actions in advanced automations.

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New
Import APIs in the bot builder

Use cURL commands and Postman collections to import APIs into your bots.

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Enhancement
Inactivity timer is now on by default

Close pending conversations after a predefined time interval.

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New
WhatsApp catalog support

Showcase and sell products to your customers on WhatsApp.

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Enhancement
Channels UI enhancements

Configure settings for each WhatsApp number and Instagram page with ease.

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Enhancement
Enhancements in Threads

Expand the threads panel for better content visibility with secondary display mode.

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New
Advanced CSAT

Set up elaborate forms, define point scales, and more with the upgraded CSAT module.

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Enhancement
Custom agent statuses

Learn how agents spend their time when they’re unavailable to assist new customers.

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August 2023

New
Unified Dashboard

Get real-time analytics of support service across Freshdesk, Freshchat, and Freshcaller.

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New
Unified Analytics

Get diverse business data from multiple products into a centralized and accessible platform.

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New
Post resolution quality coach

Review post-resolution conversations for valuable improvement insights.

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New
Channel switcher

Reply to customers in the channel of your choice.

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New
Custom objects

Bring customer information to your inbox from your internal apps.

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Enhancement
Your bots now speak more languages

Support more customers in their own language.

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Enhancement
Easily access preview logs

Easily switch and view the bot activity logs while previewing a bot.

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New
Chatbot conversation mode

When customers reach out, your bot can now respond with flows or answers.

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