New Features and Enhancements
| All features and enhancements below will be available to all customers from May 31, 2024. |
Salesforce Connector App
Sync contacts, accounts, and custom objects between Salesforce and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
More details here.
Dynamics CRM Connector App
Sync contacts, accounts, and custom objects between Dynamics CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
More details here.
Pipedrive CRM Connector App
Sync contacts, accounts, and custom objects between Pipedrive CRM and Freshchat. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
More details here.
Snowflake Connector App
Sync contacts, accounts and custom objects between Snowflake and Freshchat. Push reporting data into the Snowflake Warehouse.
More details here.
Azure AD Connector App
Create and manage agents from within the Azure AD portal, simplifying user management in Freshchat.
More details here.
Custom modules app for Freshchat
Enable agents to view Accounts, Deals & other custom modules related to native objects from the conversation inbox in Freshchat.
More details here.
Freshworks-Axialys integration
Integrate your Axialys account with Freshchat to offer support over the phone. Manage customer conversations from across channels in one unified inbox.
More details here.
Freshworks-Ziwo integration
Integrate your Ziwo account with Freshchat to offer support over the phone. Manage customer conversations from across channels in one unified inbox.
More details here.
Freshworks-Genesys integration
Integrate your Genesys account with Freshchat to handle phone support. Manage customer conversations from across channels in one unified inbox.
More details here.
Connector Apps Billing Improvements
Simplifying the process of purchasing Connector App tasks directly from the billing page for Freshchat with an improvement to the billing interface.
Upcoming Features and Enhancements
| All below features and enhancements are coming soon to customers. |
Account property-based routing
Use account properties as part of conditions in assignment rules to route conversations to specific agents/groups.
Learn from KB (Freddy Self Service)
Elevate your chatbot's intelligence from the start by using your knowledge base to train your chatbot during bot creation.
Proactive Quality Coach enhancements (Freddy Copilot)
Agents will soon be able to review their responses for relevancy (with the ongoing conversation) in the reply editor with the Proactive Quality Coach.
Freddy Usage Report (Freddy Copilot)
Freddy can empower admins to evaluate agents' productivity through Freddy's usage metrics.
Live Translation (Freddy Copilot)
Freddy will automatically translate agent responses to the customer-preferred language (and customer responses to the agent’s language) to improve the overall conversational experience and significantly improve response times.
Narrow down FAQs (Freddy Self Service)
Specify the FAQs where your bot should look for answers to your customer’s questions, based on user or conversation properties for contextual, personalized responses.
Insightly CRM Connector App
Sync contacts, accounts, and custom objects between Insightly CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Copper CRM Connector App
Sync contacts, accounts, and custom objects between Copper CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Capsule CRM Connector App
Sync contacts, accounts, and custom objects between Capsule CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Zoho CRM Connector App
Sync contacts, accounts, and custom objects between Zoho CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Hubspot CRM Connector App
Sync contacts, accounts, and custom objects between Hubspot CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
Sugar CRM Connector App
Sync contacts, accounts, and custom objects between Sugar CRM and the Suite. Free to view/edit CRM data. Need to purchase connector tasks for data sync.
FullContact Connector App
View customer contact details in FullContact when you create a contact in the Suite.
ZoomInfo Connector App
View your customers' company information created from ZoomInfo on the Suite.
Google BigQuery Connector App
Sync contact, account, and custom module data between Google BigQuery and the Suite. Export your analytics data into Google BigQuery.
PowerBI Connector App
Use this app to create and use advanced statistical metrics by exporting your Suite data into PowerBI.
Amazon Redshift Connector App
Sync contact, account, and custom module data between Amazon Redshift and the Suite. Export your analytics data into Amazon Redshift.
Changes to the Freshworks sub-processor list
We will be removing the ‘Sumo Logic’ sub-processor from our list. Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational measures. We encourage you to read our Data Processing Addendum and Privacy Notice to learn more about these measures. Write to us at support@freshworks.com if you have any questions about this update.
More details here.
Bug fixes
These were the bugs detected, and they’ve now been fixed.
Team Inbox bugs
- Instagram images with a one-time view option appear blank upon revisiting, with no accompanying message.
- Option to "View the entire article here" at the bottom of descriptions becomes inaccessible due to being obscured by the bottom gradient.
- Chats within the Freshdesk chat widget are displayed in a random order following a customer's response.
- Agent’s away messages sent by email are unsuccessful when the sender's email thread lacks a subject.
- Tooltips for contact fields on the inbox page do not match the configurations set on the contacts page.
- Clicking the "learn more" link in the Post-resolution Quality Coach right pane does not display the relevant support article.
- The last updated time displayed in the conversation table view lacks time and year details.
- Conversations do not load when the inactive filter is applied, even when inactive conversations are present.
- Attempts to integrate an already integrated SMS number fail without a proper error message.
- Agents clicking "view ongoing conversation" are not redirected to the correct conversation thread.
- SMS messages are not sent when a channel is switched from Web to SMS.
Admin Experience bugs
- The Skills page incorrectly displays agents in the Skills listing that do not match the assigned skill.
- Despite having restricted view-only access, the "Create Group" button is enabled within Chat Group Settings.
- Unable to edit & save the canned response category.
- CMS pages are displayed in the primary language instead of the agent's selected language.
Bot bugs
- Articles with double quotes cause failure to trigger FAQs.
- Unable to open the parent URL of the bot in the Conversations tab.
- Group names with spaces are unidentified while searching within the Assign to Group action.
- Input text box fails to appear in the bot conversion when bot flow consists of “File & Image” as input type.
- Spanish Latin America translation missing for Ask Another query option.
- Bot languages are incorrectly set to English despite having another language set as the primary language.
- Set property with custom variables fails to load in bots.
- Bot version numbers incorrectly increment to a very high value.
- An unexpected intent count was displayed while publishing the bot.
- Incorrect dialog displayed while selecting the corresponding dialog number linked with the API library.
- Cached tickets remain in the New state and are not closed by the inactivity timer when the conversation widget is reloaded.
- OTP node fails to display in the widget when configured as the second dialog node.
- Bot flow execution stops if a feedback node without conditions is configured and moves the conversation to the agent's queue.
Cheers!