Conversational channels provide versatile and seamless communication options, ensuring customers can reach you through their preferred platforms. Each channel is tailored to deliver personalized and efficient customer support, from web chat to social media integrations. Below is an overview of the available conversational channels and their key features:
Web Chat
Widget Creation and Configuration: You can create and deploy up to 30 customizable widgets for different pages or brands.
Customization and Content Management: Customize widget appearance (branding, positioning, visibility), manage content (topics, FAQs), and apply advanced modifications using custom cascading style sheets (CSS).
Integration and Automation: Embed widgets using unique code snippets, enable features like trusted domains, notifications, and file attachments, and configure bot mappings for seamless automation.
Learn more about Web Chat
Learn about Web Chat Topics
Learn about Away Experience for ChatsSupport Email
Centralized Management: Configure multiple support email addresses, set up email forwarding, and assign emails to specific groups within the inbox.
Comprehensive Communication: Support for various message types (text, images, videos, files) and secure outgoing communication with verified email addresses.
Enhanced Agent Workflow: Access all customer queries from multiple channels in one place using a full-featured email response editor for personalized and efficient customer support.
Learn more about Support Email
Instant Customer Support: Manage and respond to customer queries directly from WhatsApp within Customer Service Suite.
Targeted Marketing Campaigns: Use templates to reach opted-in customers with images, videos, and interactive catalogs.
Intelligent Self-service Options: Deploy chatbots to answer FAQs and provide self-service through WhatsApp integration with Customer Service Suite.
Learn more about WhatsApp Integration
SMS
Enable conversational support and enhance team performance through SMS.
Hassle-free setup with no additional app downloads or integrations required.
Engage customers for marketing campaigns and customer support via SMS channels.
Learn more about SMS Integration
Facebook Messenger
Manage and respond to all Facebook page messages directly from your Inbox.
Deploy bots to handle common inquiries, enhancing self-service and reducing agent workload.
Assign and route Facebook conversations to specific agent groups for efficient issue resolution.
Learn more about Facebook Messenger Integration
Connect your Instagram Business accounts to Customer Service Suite and engage directly with customers. Utilize the Freshworks Neo platform's Messaging API to send and receive direct messages on Instagram within Customer Service Suite. Respond seamlessly to story replies, direct messages, and comments and deploy bots for efficient customer support.
LINE
Manage and respond to LINE messages directly from your Inbox.
Integrate and configure LINE settings for efficient automated responses and bot usage.
Assign and route LINE conversations to specific agent groups for organized customer support.
Learn more about LINE Integration