Engage with your customers in casual conversations powered by Freshchat with bots that can small talk.


When you switch on this toggle, your bot will make small talk with your customers, offering them a more humanized bot experience, as opposed to a straightforward question-answer type of interaction. You can choose to use Small Talk to make your bots sound friendlier and more human-like.


The bots you're building on Freshchat can identify utterances from your customers and segregate them into specific intent categories of customer intent. Each of these intent categories are assigned to a specific set of bot actions. Here are a few examples:


  • Transfer to agent: The bot transfers the conversation to your chat agents.


  • Answers and FAQs: The bot transfers the conversation to Answers or show FAQs depending on how you've set up your Answers module. Learn more here.


  • Waiting: The bot waits for the customer to come back with a response.


  • Repetition: The bot repeats the information from the last dialog or API response that it shared with the customer.


  • Clarification: The bot asks for a response, preferably phrased in a different manner so that it can process it better.


  • Feedback: The bot can understand if the customer is happy or unhappy with the responses it offers with Small Talk.


  • Confirmation: The bot can accept confirmation, both positive and negative from the customer when it asks questions.


  • Apologies: The bot can identify when the customer is apologizing and respond accordingly.


  • Greetings: The bot can identify messages that are greetings and respond similarly.


  • Patience: The bot acknowledges when the customer has been waiting and thanks them for their patience



Small talk is supported in the following languages


Afrikaans
Albanian
Amharic
Arabic
Armenian
Assamese
Azerbaijani
Basque
Belarusian
Bengali
Bosnian
Bulgarian
Burmese
Catalan, Valencian
Chichewa, Chewa, Nyanja
Chinese
Chinese (Traditional)
Corsican
Croatian
Czech
Danish
Dutch, Flemish
English
Esperanto
Estonian
Filipino
Finnish
French
Gaelic, Scottish Gaelic
Galician
Georgian
German
Greek, Modern (1453–)
Gujarati
Haitian, Haitian Creole
Hausa
Hebrew
Hindi
Hungarian
Icelandic
Igbo
Indonesian
Irish
Italian
Japanese
Kannada
Kazakh
Khmer (Central)
Kinyarwanda
Kirghiz, Kyrgyz
Korean
Kurdish
Lao
Latin
Latvian
Lithuanian
Luxembourgish, Letzeburgesch
Macedonian
Malagasy
Malay
Malayalam
Maltese
Maori
Marathi
Mongolian
Nepali
Norwegian
Oriya
Persian
Polish
Portuguese
Portuguese (BR)
Portuguese/Portugal
Punjabi, Panjabi
Romanian, Moldavian, Moldovan
Russian
Samoan
Serbian
Shona
Sinhala, Sinhalese
Slovak
Slovenian
Somali
Southern Sotho
Spanish, Castilian
Spanish (Latin America)
Sundanese
Swahili
Swedish
Tagalog
Tajik
Tamil
Tatar
Telugu
Thai
Turkish
Turkmen
Uighur, Uyghur
Ukrainian
Urdu
Uzbek
Vietnamese
Welsh
Western Frisian
Xhosa
Yiddish
Yoruba
Zulu