TABLE OF CONTENTS
Upcoming in September 2023
Freshchat
Generative AI-based enhancements (Freddy AI) in Freshchat
Introducing new Freddy AI features for your Freshchat account. Enable agents to be more productive with the use of generative AI.
Boost your start with bot templates
Hit the ground running with bot templates for identity verifications (powered by IDfy) and conversation commerce (powered by Klevu) to fit your unique business needs.
WhatsApp Lists for Business from Freshchat
Send targeted and personalized messages, promotions, and updates to improve communication, engagement, and customer satisfaction.
Channels revamp and Facebook parity
More support for features and functionalities from Facebook and other channels to provide a more comprehensive and user-friendly experience for customers across all channels.
Day pass utilization report
Access 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.
Freshdesk
Advanced CSAT in Freshdesk
Set up elaborate forms, change button types to emojis, define point scales, apply conditional logic, and set up NPS and templates for every use-case you need, powered by Freshsurvey!
Generative AI-based enhancements in Freshdesk
Introducing new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.
Freshdesk and Zuper app enhancements
Easily manage your field customer service. Create field jobs in Freshdesk, dispatch work seamlessly, and empower field teams with ticket information via the app.
Upcoming in August 2023
Freshchat
Generative AI-based enhancements (Freddy AI) in Freshchat
Introducing new Freddy AI features for your Freshchat account. Enable agents to be more productive with the use of generative AI.
Reply to customers in the channel of your choice in Freshchat
You will soon be able to respond to customer conversations via SMS, email, or WhatsApp, regardless of their contact channel.
View logs redirections in Freshchat bots
While building and previewing a bot, you can quickly switch over to view the bot activity data, such as API logs, conversational history, and other contextual information. This will help you understand how the bot is functioning behind the screens.
Toggling between flows and answers in Freshchat bots
Set up bots to either start responding with flows or natural language when someone starts a conversation with the bot.
Bring customer information to the Freshchat inbox
Get all customer information into your team inbox from your apps and systems to support your customers with the necessary context.
Freshdesk
Advanced CSAT in Freshdesk
Set up elaborate forms, change button types to emojis, define point scales, apply conditional logic, and set up NPS and templates for every use-case you need, powered by Freshsurvey!
Antivirus attachment scanning in Freshdesk
If any malicious files are identified as part of attachments, the agent will be notified, and the file(s) will be dropped."
Generative AI-based enhancements in Freshdesk
Introducing new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.
Multiline field export in Freshdesk analytics
With Multiline Field Exports, you can view Customer and Ticket multiline text fields in the Underlying data and in the export.
Enhancements to Call Lifecycle events in Freshcaller
Get more information on events when an agent ignores a call. Call lifecycle will show events like 'Attended another call', 'Monitoring another call', and more.
Concurrent call management in Freshcaller
Limit the number of incoming calls an agent can receive at a time to manage the workload for agents who are a part of multiple teams better.
Upcoming in July 2023
Freshchat
Generative AI enhancements (Freddy AI) in Freshchat
Customers will be able to assess the quality of their agent's conversations post-resolution, generate multiple utterances to train the bot, and dynamically update bot information through APIs.
Self-service is getting better in Freshchat
You will soon be able to offer a robust self-service experience to your customers using Freshchat's Knowledgebase.
Preventive validation for the Freshchat bot builder
Prevent deletion of dialogs, APIs, properties, and more if you are using them elsewhere in the bot builder.
Preview your Freshchat bots for deployment on third-party channels
Preview your bots within the bot builder to ensure they're set up just the way you want, and deploy them across all your third-party channels.
Increased multilingual coverage for the Freshchat bot builder
Build bots to talk to customers in their language for natural, intuitive, and engaging conversations in five new languages: Arabic, Kazakh, Kurdish, Somali, and Sinhala.
Freshdesk
Freshdesk Custom ticket field - Multi-select dropdown
You can configure your customer ticket forms using custom multi-select fields that can store multiple options.
Deactivate agents in Freshdesk
You will soon have a new option to deactivate agents leaving the system by retaining all their work and gracefully honoring their contributions.
Generative AI enhancements in Freshdesk
Introducing new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.
Enhancements in Freshdesk Threads
Agents can sort threads based on created and updated, expand the editor on Replies and Private Note Threads, edit subject lines and include signatures on Forward Threads.
Hiding agent-based Analytics in Freshdesk (Only for German customers)
To comply with German labor laws, Freshdesk admins will not be allowed to look at the performance data of the agents under a German contract.
Wait and Call queue enhancements in Freshcaller
Call allocation will be improved with the enhanced call allocation strategy for wait queues and the introduction of an upper limit on the number of agents a call rings to.