What’s new in Freshchat

Freshchat

Bot builder enhancement

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

Freshchat

Retrain page enhancements

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

JSON object array outputs

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

Canned responses custom properties

Enhance your canned responses by inserting custom properties.

Social responses on Instagram

Respond to public comments via Freshchat.

Discover the latest apps

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

Freddy usage report (Freddy Copilot)

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

Live translation (Freddy Copilot)

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

Proactive quality coach (Freddy Copilot)

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

Learn from KB (Freddy Self Service)

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

Account property-based routing

Account property-based routing
Use account properties in assignment rules to route conversations to specific agents/groups.

Narrow down FAQs (Freddy Self Service)

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

What's new with integrations

Easily sync data like contacts, accounts, and more between any external apps and Freshworks products. Check out the latest Live apps here!

Enhancements to the CSAT survey

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

Connector Apps for Freshchat

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

Phone channels page update

Find 3 new telephony integrations on the phone channels page.

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

Inbox actions

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

Freshchat-Playvox integration

Boost agent productivity and streamline your everyday support operations.

Integrate RingCentral with Freshchat

Manage your RingCentral telephony account from Freshchat.

Custom functions in the bot builder

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

Contact 360 enhancements

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

Added inbox table view capabilities

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

Email enhancements for Freshchat

Improved email card layout and support for agent reply templates

Engage over TikTok Shop

Integrate TikTok Shop with Freshchat through a custom app.

Channels interface enhancements

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

New input types for Facebook bots

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

Advanced CSAT enhancements

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

Importing bot templates

Import templates into existing bots and easily incorporate new flows

Slack integration with Freshchat

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

Inbox table view

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

New telephony integrations

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

Filter by mentions

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

Conversation properties

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

Enhanced contact import

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

Enhanced inbox views

Agents can create custom views based on conversation properties and date fields now.

Bot template for Klevu

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

Freddy AI beta now for Pro and Enterprise

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

Email enhancements

Smoother agent experience when managing emails from customers.

Channels interface enhancements

Configure settings for each support email ID with ease.

Proactive experience

Proactively contact customers to address issues and share recommendations.

Conversations properties

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

Import APIs in the bot builder

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

Inactivity timer is now on by default

Close pending conversations after a predefined time interval.

WhatsApp catalog support

Showcase and sell products to your customers on WhatsApp.

Channels UI enhancements

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

Generative AI-based enhancements

Enhance support with post-resolution assessment, phone call summaries, and efficient email responses.

Boost your start with bot templates

Leverage a bot template for identity verifications (powered by IDfy).

Send out WhatsApp lists from Freshchat

Send messages with options for your customers to pick from.

Engage with customers over Zalo

Integrate Zalo with Freshchat through a custom app.

Day pass utilization report

Insights into how your team handles volume fluctuations to optimize your team's schedules.

Display your privacy policy upfront

Display your privacy policy on the Freshchat widget before initiating a conversation.

Post resolution quality coach

Review post-resolution conversations for valuable improvement insights.

Channel switcher

Reply to customers in the channel of your choice.

Custom objects

Bring customer information to your inbox from your internal apps.

Your bots now speak more languages

Support more customers in their own language.

Easily access preview logs

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

Chatbot conversation mode

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

Skill-based routing

Assign conversations based on agent skills.

Preventive validation for bot builder

Reduce the number of broken flows by checking bot features before deletion.

Preview your bots for deployment

Preview your bots to make sure they work properly before deployment.

Occasional agents

Add occasional agents to your account to manage seasonal spike in volume.

Snooze conversations

Snooze conversations for later to keep your inbox clean.

More input options for mobile chatbot

Chatbots deployed on mobile apps now support more input options.

Telephony Integrations in Freshchat

Integrate Freshchat with Aircall and Ozonetel to easily place and receive phone calls from within Freshchat.

Engage with Customers

Integrate Telegram, Viber, and Kakaotalk with Freshchat through a custom app and engage with customers seamlessly.

Agent Inbox Enhancements

New enhanced accessibility, modularity, and workspace in the Freshchat inbox.

Improved Intent Detection

Understand customer intents better to improve detection and coverage of customer questions.

Freddy AI in Freshchat

A series of new AI features for agents to boost productivity.

Multi-step CSAT survey builder

Build and send multistep CSAT surveys on WhatsApp, Email and Instagram.

Telephony in Freshchat

Manage your preferred telephony app from within the Team Inbox of Freshchat effortlessly.

Connecting Freshchat and Freshdesk

Connect your Freshchat and Freshdesk easily to view your Tasks and Tickets in Freshchat, import solution articles as FAQs, and sync your contacts.

Task management in Freshchat

Agents can create tasks in Freshchat within a conversation, assign them to a teammate/internal agent on Freshdesk, and effortlessly collaborate to resolve customer issues.

Threads in Freshchat

Organize and streamline conversations to have focused discussions on customer conversations.

Quoted text in emails

Freshchat will display quoted text in emails to help agents get more context from the conversation.

New Threading Logic

Set up a threading interval to determine if a new conversation should be created or continue on the same conversation.

Conversation Properties

Agents can set measurable properties that can be used to analyze and optimize customer support operations.

Contact management in the Team Inbox

Decide which contact fields need to be visible, associate contacts, identify duplicates, and merge them within the Inbox.

Bot analytics enhancement

New and improved bot analytics with access to more key metrics. Build detailed custom reports and gather better insights from your bot conversations with Freshchat.

Terminal Action Validation

Terminal actions validations are tooltips and cues to prevent users from creating conflicting bot flows or configuring improper assignments.

Unified properties

Customer properties are synced across agent conversations and bot conversations to display all properties on the Contacts page.

Managing groups and business hours

Configure group-specific chat & phone preferences and setup Holidays to make managing your team easier.

Enhanced API library in the bot builder

Admins can test out multipart APIs and configure URL-encoded APIs) in the bot builder.

Conversation Status

Use the new conversation statuses to enable agents to have more context at each stage of the conversation.

Freddy AI with GPT (Beta)

Agents will be able to use the enhanced Freddy AI powered by GPT within Freshchat to boost their productivity.

Bot error dashboard

Identify, understand, and fix errors in each bot conversation with this dashboard.

Group conversations by customer

Group conversations from the same customer into a single contact.

Improved intent detection

Understand customers better with improvements to the NLP model in bots.

Improved API configuration

Build better bot flows with info from the Headers in your API responses.

New labels and views in inbox

Help agents prioritize conversations to manage workload.

Fallback for bot flows

Configure fallback flows for your bot to use if the bot encounters an error.

User journey funnels

Analyze customer interactions with bots to reduce user drop-offs.

Post Agent Resolution

Collect in-depth customer feedback with a bot after the agent resolves a conversation.

Answers performance analysis

Get actionable insights into your chatbot's answers and intents.

Response SLA

Set SLA targets for the first response and every response in Freshchat.

Conversation Switch

Enable agents to view historical conversations of a contact across channels from the Freshchat inbox.

Gupshup Integration

Engage with customers via SMS with the Freshchat and Gupshup integration.

Improved conversations widget

A single widget where bots and agents work together to delight customers.

Channel-specific bot builder

Tailor bots by choosing just the elements that are supported in a channel where the bot is to be deployed.

End-to-end localization

Localize all aspects of your bot widget - like the title, subtitle, Answers feedback, quick actions, and more.

Send notifications to multiple iOS apps

Freshchat now supports p8-key authentication for sending mobile push notifications to Apple devices.

Bot deflection report

Admins can measure the number of incoming conversations their bots deflect and optimize their overall effectiveness.

Support emails in your inbox

To deliver on our promise of ‘any channel-one inbox’, we are now supporting emails in the chat inbox.

Freshchat Inbox revamp

Enhanced visuals and usability across the conversation listing pane, conversations pane, and the apps pane.

All-new Report Builder in Analytics

Easier and frictionless way to build reports with fewer clicks and transitions.

File attachment support in the bot

Attach files to your bot conversations to further explain your answers to customers.

Custom Agent Status

Enable agents to update their availability in real-time, and get complete visibility into how they spend their time daily.

Article and Rating support

The Freshchat conversations widget now supports clickable articles and bot feedback messages configured through the bot builder.

Instagram integration

Send and receive DMs, respond to story replies and comments, and deploy bots to delight customers.

Answers Settings for Bots

Admins can configure the number of knowledge base articles the bot can recommend to customers.

Freshdesk Messaging is now Freshchat

'Freshchat' accurately conveys the power of conversational engagement across our portfolio so we reverted to the original product name, Freshchat!

Unified Customer Record Integration

Equip agents with total customer contexts across Support, Sales, and Marketing use-cases through the power of a Unified Customer Record (UCR).

Quick Actions

Enable customers to move around quickly in a bot conversation. The conversations widget now supports all formats of Quick Actions.

Freshchat Analytics

Analyze and augment your chat conversations to understand your support volume and teams' performances.

SMS 

Bring in your SMS providers, import phone numbers, and start conversations instantly.

Workforce management

Manage your workforce smartly, strike the right balance between your team and customers with injixo.

Rich media support

Attach images and videos to your bot conversations to deliver engaging and impactful self-service experiences to your customers.

Files & images support

Supports attachments on the conversations widget configured through the bot builder.

11 new languages

Set up your bot in Tamil, Telugu, Hindi, Arabic, Vietnamese, Bahasa, Bangala, Malayalam, Punjabi, Kannada, & Urdu.

Carousel support

Configure each item on the carousel and display rich media content to the customer on the conversations widget.

Embedded sign-up for WhatsApp

Seamlessly link your WhatsApp numbers to Freshchat and start sending messages to the end customers immediately

Bring your own channel (BYOC)

The BYOC framework will help you choose your own channel and integrate it with Freshchat.

Labels

Make labels mandatory, create categories and sub-categories for labels, and delete labels wherever needed.

Session analytics

Learn how bot sessions are consumed on a daily basis, and how exactly you're charged for it.

Industry based bot templates

Go bot-first in your support to handle FAQs, and save time for your customers who can now help themselves, as well as your agents.

OTP Authentication 

Configure bot flows to trigger OTPs to their customers’ email addresses or phone numbers and steer clear of identity thefts and access breaches.

Interactive messages on WhatsApp

Bot flows that use carousels, buttons, lists, and articles will be optimized on WhatsApp automatically.

Inactivity timer

Customize the duration post which your bot can either trigger a flow, transfer the chat to an agent, or even resolve the conversation.

Multilingual Answers

Set up questions, answers, and variants in over 40 languages in the bot builder and have your bots take over across the globe.

Google's Business Messages

Integrate with Google's Business Messages and bring all your conversations from Business Messages into Freshchat.

Bots on the SDK

Enable self-service - through bots, on the SDK in such a way that both Answers and Flows can be triggered on your mobile apps natively.

Trusted URLs

Define just the required domains and URLs related to your business and have the bot load only on those specific pages.

Milestones in the bot builder

Understand your customers' journey by marking nodes as milestones while building your bot flows and track its analytics.

Enhancements to WhatsApp

Configure buttons and allow your customers to respond with a simple text message on a click.

NER (Named entity recognition)

Bots can now detect and save useful info like names, emails, or numbers from your customers’ responses.

Improved date picker

Customers can now choose from the range of dates you customize for your customer service.

Custom properties

Set custom properties picked up from your bot's conversation, store the relevant information to be referenced at any point in time.

Small talk

Enable 'Small talk' so your bots can engage in friendlier and more human-like conversations with your customers.

Chat transcripts

Send your customers an email with the transcript of the conversation they've had with your business right from the conversations inbox.

Live translate on the SDK

Enable Live-Translate on the Mobile SDK and converse with customers in more than 100 languages in real-time.

Custom raw reports

Download customized raw reports and track key metrics and your support SLAs with Extract APIs.

Extract API

Download customized raw reports, track key metrics and your support SLAs with Extract API

Freshchat-Freshsales Integration

Now automated lead creation on Freshsales is possible with user's email ID and phone number.

WCAG Compliance

Freshchat Team Inbox is now compliant with the Web Content Activities Guideline(WCAG)

Trusted IP

Secure your Freshchat account by limiting access to the IPs you trust. Now available in your Freshchat settings.

Chat Transcript

Email your customers a copy of the conversation they had with your business from Team Inbox.

Automate ticket creation

Now you can convert chats into tickets using Advanced Automations app

Placeholders

Personalize your conversations with Placeholders, improve your customer engagement

LINE Integration

Integrate LINE Messenger with your Freshchat account, take support to customers finger tips

Multilingual Custom Flows

You can now create bot flows in 35 different languages. 

Advanced Automations(Placeholders)

Advanced Automations now supports a unique set of placeholders

Roles and Permissions(Topics)

Now you can provide/restrict to Topics at a granular level.

Messenger Visibility

Make your Freshchat messenger to stay visible, hidden or only visible within your working hours.

Auto-Resolve by Groups

Now you can auto-resolve conversations assigned to specific Groups.

Keyboard Shortcuts

Carry out common actions with speed and save time using Keyboard Shortcuts. 

IntelliAssign - Round-robin

IntelliAssign now supports a new logic of assignment - round-robin

Advanced Automations(Marketplace)

Automate your daily chat workflows, save time for you Agents, and help them focus more on tasks that matter. 

Drop-down(iOS & Android SDK)

Add rop-downs as a response type instead of the regular reply text box.

Features Renamed

We've renamed a bunch of features to make it easier for you to understand its capabilities. 

Languages

Now you can add Topics and FAQs in Hebrew language.

WhatsApp Proactive Messages

Improve CX by sending images and attachments with your proactive messages on WhatsApp.

Freshdesk Integration

Now you can restrict sending CSAT survey to customers whose chats are converted into Freshdesk.

Team Members (Seat count)

Keep a tab on the list of available/remaining seats in your Team Member settings.

APIs

Include Drop-downs as a response type instead or share a catalogue of options with Carousels. 

Bots + Meetings

Automate demo requests and schedule meetings proactively with Google Calendar + Freddy Custom Bot.

Team Member(Bulk Edit)

Now you can add/edit Team Members in bulk and create custom filters to group team members.

Smart Reminders(iOS App)

Now you can set reminders for individual messages in a conversation and for IntelliAssign on Freshchat's iOS app.

Live Translate

Translate messages exchanged between customers and agents in real-time.

Meetings

Stop scheduling and start closing! Book meetings 24x7 for your business right from Freshchat. 

Bots 2.0

Crush your customer lifecycle goals with chatbots for marketing, sales and support.

Languages

Malay(ML) language is now supported in Freshchat, as part of Freshchat's Multilingual feature.

Siri Shortcuts Support(iOS app)

Ask Siri to change your IntelliAssign status or check conversations count on Freshchat iOS app.

Notifications Upgrade

Now you can pick a notification sound of your choice. We've also added a in-app notifications shortcut.

Roles and Permissions(Update)

You can now define access permissions for Canned Responses in Roles and Permissions.

Freshdesk Integration

Now you can set permissions to ticket fields to team members and sync previously imported solution articles.

Conversations Overview Report

Helpdesk report is now conversations overview report - track customer's wait time and overall interaction time.

Marketplace/App Store

Connect Freshchat with the tools you use to run your business or build your own custom apps.

Team Availability Report

Track your team's presence and activity on Freshchat with Team Availability Report.

Mobile SDK - Track user actions

Now you can track user actions inside iOS and Android mobile SDK(outbound events) in Freshchat.

Auto Resolve

Improve your team’s productivity by auto-resolving conversations with users who have stopped interacting. 

Offline Experience

Keep customers informed when you are offline. Manage offline chats separately or convert them into tickets.

Languages (Messenger UI)

You can now customize the Freshchat Messenger UI in 20 different languages.

Preferred Domain

Claim your preferred domain name by logging in to your Freshchat account as Admin.

User Export

Export Freshchat contacts as a csv file to your email address

Email Campaigns

Nurture prospects, onboard new users, upsell to customers, and re-engage users with a series of emails.

Conversation APIs (Enterprise plan)

Now you can extend Freshchat's core workflows with Conversation APIs.

Roles and Permissions (Beta - Enterprise Plan)

Provide or restrict access to team members for each component in Freshchat at a granular level.

Apple Business Chat Integration

Support customers on the go through iMessage across your Apple devices with Business chat integration.

Android App updates

Our Android App now supports Freshdesk and Freshsales integration, and preferred UI language settings.

iOS App - Localize UI language

Pick a preffered UI language, set a custom notification tone and email/call customers with a single tap on iOS App.

Rearrange User Properties

Now, you can rearrange the different widgets in the user properties section of Freshchat Inbox. 

Freshsales Integration for iOS

Pull context on existing leads and contact inside the iOS app. Convert new visitors on chat into leads on Freshsales. 

Languages (Team Member Interface)

Localize Freshchat UI— from team inbox to dashboard and everything-else-in-between in 13 languages.

UI Updates

Hit reply on conversations and resolve conversations with nifty icons that replaces ol’ text.
 

Wait Time (Dashboard)

Measure your customer's overall wait time with the new dashboard metric.

Average and 90th Percentile (Reports)

Evaluate your team and helpdesk performance better with Average and 90th percentile values.

Facebook Integration

Integrating your Facebook page with Freshchat is now easier than ever. The  integration process is now simplified to a mere few steps. 

Multiple Business Hours

Set up different working hours for your teams for each day of the week by mapping Business Hours to Groups.

Improved Canned Responses

You can categorize Canned Responses, share with the team or create a private category of Canned Responses. 

File Attachments - Quick Access

The size of each file that can be uploaded to the Quick Access folder has been increased to 35MB per file.

WhatsApp Integration

Send updates and responses to customers directly on WhatsApp. Manage all your conversations from Freshchat.

CoBrowsing

Give demos, onboard new users, and resolve issues better with screensharing and audio chat.

OmniChat - Chrome extension

Carry the Freshchat messenger to any chrome webpage and support your customers on the go.

IP Blocking

Block or unblock users from a particular IP address

Enhanced Widget Customisation

Now you can choose between two different Freshchat widget sizes.

File attachments and Quick Access

Make conversations more contextual. Send and receive files across several extensions. Create a repository of files on Freshchat and share them with ease.

Disable Triggered Messages

Disable Triggered Messages outside your Business Hours.

Freshchat - Freshdesk Enhanced Integration

Auto populate Freshdesk ticket fields when converting a Freshchat conversation into ticket with the enhanced integration.

Cancel In-App Campaigns

Cancel In-App Campaigns that you’ve scheduled for later.

GDPR Compliance

Learn what new features have been introduced to keep your data safe and our updated ToS and Privacy Policy.

Calendly SmartPlug

Schedule demos and meetings with prospects right within the Freshchat Inbox.

CSAT Expiry

Hide the CSAT survey if it has not been rated within ‘x’ hours or if the conversation is resolved after ‘x’ hours of last message from the user.

Label Reports Export

Dig deeper into your labels performance by exporting the report into CSVs.

Messenger Fonts

Bring your web messenger another step closer to your brand identity with custom fonts.

Labels Report

Keep track of conversations by their label name and volume. Use this data to identify focus areas, allocate resources, and more.

Campaign Settings

Set up configurable minutes to avoid triggering a message when your visitors and customers are in the middle of a conversation.

Freshservice Integration V1

Convert conversations into tickets on Freshservice. Any response made on the ticket will be sent as a reply on Freshchat.

SmartPlugs Library

Bring all the context from Freshdesk Tickets, WooCommerce, and Hubspot CRM inside your team inbox.

Freshdesk Integration

Convert conversations into tickets on Freshdesk and transport Freshdesk FAQs into categories inside Freshchat.

Widget Customization

Override default text on the messenger - response time, welcome message, and more with your preferred language.

Multilingual Support

Verify configuration, browser, and system settings by default to display the messenger text in the right language.

UTM Parameters

Track visitors having conversations with you based on the source and medium they come from.

Response Time Expectation

Set the right expectations by choosing between the 90th percentile of response time and first response time.

Real-time Dashboard

Measure speed of response with average, 90th percentile, and median values and filter performance across multiple groups.

Shopify Integration

Install Freshchat on your Shopify store to reduce cart abandonment and support shoppers in real-time.

Mobile Updates

Support right-to-left language scripts in Android and iOS mobile SDKs.

Bot Customizations

Your bot can now have its own avatar, ask custom questions, and identify negative intent.

Real-time Dashboard

Get a visual summary in real-time. Measure conversation trends, team member load, and make strides on-the-go.

Multilingual Topics

Always speak the resident language. Categorize conversations into channel names in 33+ languages now.

Wordpress Integration

Use Freshchat on your Wordpress site to engage with visitors and drive them to take an action.

Multilingual FAQs

Extend FAQ support in multiple languages, Give your team members the ability to create FAQs in 33+ languages.

Site IDs

Give a unique ID to each widget code you integrate, and separate conversations and users across sites.

Freshsales Integration

Start proactive conversations with prospects from right inside the CRM. Target, qualify, and convert.