As part of our commitment to providing the best experience for our customers, we're excited to announce that we're upgrading your Freshchat account to the latest version. This upgrade represents a significant improvement over our previous versions, and we're confident it will benefit our customers. This will not impact the existing configurations inside your account. Some features will work differently, and you will have access to many new tools to make it easier to engage with your customers.
With the new AI-powered conversation engagement solution (Freshchat), you will offer faster response times, more accurate answers, and personalized conversations. This article will guide you through what this upgrade will mean for your plan.
TABLE OF CONTENTS
- Features that are changing in the latest version of Freshchat (Growth plan)
- Features that you gain after migrating to the latest version of Freshchat (Pro plan)
- Features that you gain after migrating to the latest version of Freshchat (Enterprise plan)
Features that are changing in the latest version of Freshchat (Growth plan)
Features | Status | Description |
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Email | Enhanced with the upgrade | Bring your customer conversations from your email as a channel in Freshchat. Learn more. |
Conversation properties | Enhanced with the upgrade | Support for conversation properties (default and custom), allowing you to tailor your responses based on unique customer characteristics, further enhancing your ability to deliver personalized experiences and improve customer satisfaction. Learn more. |
Marketplace | Enhanced with the upgrade |
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Smart plugs | Deprecated Replaced with marketplace apps | Smart plugs have been deprecated and replaced by more powerful apps from the Freshchat marketplace, which can do more. Check out the Freshchat marketplace. |
Notifications | Reduction in scope | Notifications will no longer be available across all your devices while Classic Freshchat supported notifications across desktop, mobile, email, and in-app for conversations. While the number of devices has reduced, you will be able to get notifications for more features such as for conversations, tasks, threads, meetings, etc. |
Segments | Enhanced with the upgrade Loss of data | You will experience some differences in how exporting contacts and visitors will work in Freshchat after your upgrade.
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Custom contact fields | Change in feature behavior |
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Features that you gain after migrating to the latest version of Freshchat (Pro plan)
Features | Status | Description |
---|---|---|
Answerbot and custom bots | Enhanced with the upgrade |
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Freddy AI | Available only with the upgrade | Use Freddy AI to enable your customers with better self-service, empower your agents with more tools to improve their productivity, and enable your admins to make powerful data-driven decisions. |
Custom CSS | Enhanced with the upgrade | Customize the appearance of the conversation widget by applying your own CSS style to align its design with your brand identity. |
CSAT on email, Instagram, and WhatsApp. | Enhanced with the upgrade | Utilize Freshchat's CSAT survey to create multiple customized surveys for various use cases and communication channels (WhatsApp, Instagram, and email). Leverage prebuilt survey templates or modify them to meet your specific requirements. Learn more about tracking customer happiness on all channels. |
Cobrowsing | Deprecated | The co-browsing feature will be deprecated. Agents can instead use other third-party apps from the marketplace, which could offer more advanced features, a smoother experience, and video conferencing capabilities. |
Email campaigns | Moved inside a different feature (Customer journeys) |
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Omni route | Deprecated. Feature functionality can be replicated using other tools. |
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Advanced automation app | Customer action required |
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Features that you gain after migrating to the latest version of Freshchat (Enterprise plan)
Features | Status | Description |
---|---|---|
Custom objects | Available only with the upgrade |
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Freddy AI | Available only with the upgrade | Use Freddy AI to enable your customers with better self-service, empower your agents with more tools to improve their productivity, and enable your admins to make powerful data-driven decisions. |
Skill based round robin routing | Available only with the upgrade |
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Trusted IPs | Coming soon, only to the upgraded version | Trusted IPs or the ability to allow only specific IP addresses to contact your team — or, in other words, restrict access to your support using IP addresses are currently unavailable as part of the upgrade but will be made available shortly. |
Full contact | Deprecated | The ability to fetch the customer's details, such as their name, contact details, or social media by using their email addresses, will be deprecated with the upgrade. |
Note: If you have any further questions regarding this, please write to cs-product-upgrades@freshworks.com