TABLE OF CONTENTS

Upcoming in March 2024

Freshchat

New Mobile SDK for Freshchat and the Suite

A new and improved mobile SDK to enable you to support customers on mobile apps. This SDK will contain a similar experience to the web widget custom built for mobile usage.


Narrow down FAQs (Freddy Self-Service)

Specify the FAQs where your bot should look for answers based on user or conversation properties. Ensure that agents can provide customers with contextual and personalized responses.


Live Translation (Freddy Copilot)

Freddy will automatically translate agent responses into the customer-preferred language to improve overall customer experience and decrease response times.


Freddy Usage Report (Freddy Copilot)

Freddy can empower admins to evaluate agents' productivity through Freddy's usage metrics.


Enhancements to the CSAT survey builder

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


Adding Languages in Freshchat and the Suite

Provide self-service support to your customers and prospects in the language they speak.


Improved design for the Topics page

The Topics page will now only display web widget and Mobile SDK topics. Configure topics for other channels via their respective channel pages.


New telephony integrations for Freshchat

Integrate Freshchat with Ziwo or Genesys accounts to manage all customer conversations across channels in one unified inbox.


Freshdesk 

Aggregated exports in the Ticket Lifecycle Report

Get a detailed breakdown of the time spent on each ticket by status on the Ticket Lifecycle Report export.


Automations for Collaborators

When a collaborator performs an action, such as replying to a ticket, the ticket status will be automatically updated, and automations can be applied.


Sentiment Report (Freddy Copilot)

Leverage sentiment reports to analyze trends in customer sentiment and gather valuable insights to refine support processes.


Customizable Sidebars 

Rearrange user properties in the sidebar based on frequency of usage. This will ensure the most relevant information is easily available while resolving customer queries.


Custom date fields as filters

Create custom date fields and use these date fields to filter tickets based on dates.


Upcoming in February 2024

Freshchat

Solution Article Suggester in Freshchat

Empower your agents to send faster & accurate responses with Freddy-powered recommendations from the knowledge base.


More Inbox actions in Freshchat

Agents can now quickly assign conversations to themselves. They will get an 'Assign to me' option for any unassigned conversation in the Team Inbox.


Email signature support for agents in Freshchat

Freshchat will soon support email signatures from agents when they respond to customers.


Integrate RingCentral with Freshchat

Integrate Freshchat with your RingCentral account. Manage all customer conversations across channels in one unified inbox.


Freshdesk 

Advanced CSAT

Set up elaborate forms and templates, change button types to emojis, define point scales, apply conditional logic based on choices, and more. The upgraded module is powered by Freshsurvey. These features will be on-demand and released in phases.


Exclude tickets from the list view easily

A new filter will be added to the default and custom dropdown menu of filters so you can exclude specific tickets from the ticket view easily.

Upcoming in January 2024

Freshchat 

Generative AI-based enhancements

You can soon leverage the following AI-based updates for admins and agents to boost your support operations:

  • Sentiment analysis
  • Enhanced email bot
  • Enhanced translation logic


Bot conversations list page enhancements

Enhancements to the conversation list page that improve searching, listing, and identifying conversations for agents reviewing bot conversations.


Email enhancements

Upgrades to email on Freshchat, including improvements to the email card layout and support for agent reply templates.


Freshchat-Playvox integration

Boost agent productivity and streamline your everyday support operations with the Freshchat-Playvox integration.


Freshdesk 

Advanced CSAT

Set up elaborate forms and templates, change button types to emojis, define point scales, apply conditional logic based on choices, and more. The upgraded module is powered by Freshsurvey. These features will be on-demand and released in phases.

Upcoming in December 2023

Freshchat 

Generative AI-based enhancements

You can soon leverage the following AI-based updates for admins and agents to boost your support operations:

  • Sentiment analysis
  • Auto-complete
  • Ask the Knowledge Base
  • Proactive quality coach


Filter with Thread mention views

With the "@mentions" view, agents would have access to all the conversations and threads that they have been tagged in a single view.


Conversation Properties enhancements

Create a category and add multiple sub-categories for a conversation. You can create up to three levels of dependent fields for a conversation.


Inbox table view

Review conversations and manage assignments, status, priority, and other conversation properties for one or more conversations with the Inbox table view.


Contacts 360 enhancements

We are improving the Contacts 360 page to make it easier for agents to get the details they need. Agents can also toggle between the old and the new experience.


Enhanced contacts import experience

Import contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page. This update will be available on the Customer Service Suite, Freshchat, and Freshdesk. 



Freshdesk 

Generative AI-based enhancements

You can soon leverage the following AI-based updates for admins and agents to boost your support operations:

  • Suggesting solution articles
  • Ask the Knowledge Base
  • Enhanced email bot
  • Analytics-based insights


Advanced CSAT

Set up elaborate forms and templates, change button types to emojis, define point scales, apply conditional logic based on choices, and more. The upgraded module is powered by Freshsurvey. These features will be on-demand and released in phases.


Enhanced contacts import experience

Import contacts easily with the improved and guided flow. These settings can be accessed from the Contacts page and the Admin page. This update will be available on the Customer Service Suite, Freshchat, and Freshdesk.


Freshcaller

Auto-Answer

Supervisors can toggle this option to ensure calls are attended automatically after a set number of rings, ensuring your team misses no customer calls.


Upcoming in November 2023

Freshchat 

Rephrase query

Bots will respond with the most relevant response to the customer – and if their query is unclear, they will be asked to rephrase their query.


Introducing a new quick action button

Need to ask another question? Just add the "ask another query" quick action button for your customers to quickly ask the next question to your chatbots.


Generative AI-based enhancements (Freddy AI)

Improve agent and admin productivity with the upcoming features in Freddy AI.


Changes to the auto-renewal of bot sessions

The default autorenewal limit for bot sessions has been updated to 400 sessions (instead of 500 sessions) for all accounts that use auto-renewal.


New telephony integrations

Integrate Freshchat with your Amazon Connect and Five9 accounts. Manage all customer conversations, across channels, in one unified inbox.


Email enhancements for Freshchat

UX improvements that offer agents a smoother experience when viewing and managing emails from customers.


Account property-based routing

Use account properties as part of conditions in assignment rules to route conversations to specific agents/groups.


Freshdesk 

Generative AI-based enhancements (Freddy AI) 

Introducing new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.


Advanced CSAT

Set up elaborate forms and templates, change button types to emojis, define point scales, apply conditional logic based on choices, and more. The upgraded module is powered by Freshsurvey. These features will be on-demand and released in phases.


Custom agent statuses in Freshdesk

Access reporting for agent status to get insights into how agents spend their time when they’re unavailable to assist new customers.



Upcoming in October 2023

Freshchat 

Freddy Beta and pricing

Freddy AI beta is now available to Pro plan customers. During the beta, Freddy Copilot and Freddy Insights features are free, exclusively for Pro and Enterprise plan customers.


Changes to the auto-renewal of bot sessions

The default autorenewal limit for bot sessions has been updated to 400 sessions (instead of 500 sessions) for all accounts who use auto-renewal.


Generative AI-based enhancements (Freddy AI)

Improve agent productivity with the upcoming features in Freddy AI.


Enhanced inbox views

Agents will be able to switch to a table view of conversations and have different views based on how they are grouped.


Proactive conversations

Agents can proactively contact customers to address potential issues, make personalized recommendations, and offer a personalized experience to customers.


Parallel conversations in Freshchat

Users can soon have multiple conversations with a business on the same topic, allowing them to track their issues better.


Changes to the inactivity timer

The inactivity timer will be turned for all customers to ensure that all their open conversations pending on the customer get closed after a predefined time interval.


Importing bot templates

Import templates into existing bots, easily incorporating new features. Also, introducing templates that can be mapped to any channel.


Custom functions

While building a bot, admins, and agents will be able to create and use functions that can achieve the specific business requirements of each customer.


Conversations properties in advanced automations

Customers can now use conversation properties in advanced automation workflows, adding them as triggers, conditions, and actions.


WhatsApp catalog support in Freshchat

Businesses using the WhatsApp Business API will soon be able to showcase and sell products on the messaging app.


Freshchat and Slack integration

Agents will be able to conveniently collaborate with internal and external stakeholders — from a single screen.


Engage with customers over WeChat

Integrate WeChat with Freshchat through a custom app and engage with customers over WeChat.


Engage with customers over TikTok Shop

Integrate TikTok Shop with Freshchat through a custom app and engage with customers over TikTok.


Support for more channels on mobile SDK

Improved channel coverage for email, Instagram, Facebook, WhatsApp, and SMS to support all conversations and proper rendering of hyperlinks, emojis, and GIFs.


Freshdesk 

Generative AI-based enhancements (Freddy AI)

Introducing new Freddy AI features for your Freshdesk account. Enable agents to be more productive with the use of generative AI.


Advanced CSAT

Set up elaborate forms and templates, change button types to emojis, define point scales, apply conditional logic based on choices, and more. The upgraded module is powered by Freshsurvey. These features will be on-demand and released in phases.


Analytics: Revamped homepage

An all-new homepage for a seamless user experience with easy access to reports, trash,

and an option to favorite reports and widgets.


Enhancements in Threads

Switch to a secondary display mode, leverage keyboard shortcuts, and set ticket status in the Threads reply editor.

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.