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Admins can measure the number of incoming conversations their bots deflect and optimize their overall effectiveness.
To deliver on our promise of ‘any channel-one inbox’, we are now supporting emails in the chat inbox.
Enhanced visuals and usability across the conversation listing pane, conversations pane, and the apps pane.
Easier and frictionless way to build reports with fewer clicks and transitions.
Attach files to your bot conversations to further explain your answers to customers.
Enable agents to update their availability in real-time, and get complete visibility into how they spend their time daily.
The Freshchat conversations widget now supports clickable articles and bot feedback messages configured through the bot builder.
Send and receive DMs, respond to story replies and comments, and deploy bots to delight customers.
Admins can configure the number of knowledge base articles the bot can recommend to customers.
'Freshchat' accurately conveys the power of conversational engagement across our portfolio so we reverted to the original product name, Freshchat!
Equip agents with total customer contexts across Support, Sales, and Marketing use-cases through the power of a Unified Customer Record (UCR).
Enable customers to move around quickly in a bot conversation. The conversations widget now supports all formats of Quick Actions.
Analyze and augment your chat conversations to understand your support volume and teams' performances.
Bring in your SMS providers, import phone numbers, and start conversations instantly.
Manage your workforce smartly, strike the right balance between your team and customers with injixo.
Attach images and videos to your bot conversations to deliver engaging and impactful self-service experiences to your customers.
Supports attachments on the conversations widget configured through the bot builder.
Set up your bot in Tamil, Telugu, Hindi, Arabic, Vietnamese, Bahasa, Bangala, Malayalam, Punjabi, Kannada, & Urdu.
Configure each item on the carousel and display rich media content to the customer on the conversations widget.
Seamlessly link your WhatsApp numbers to Freshchat and start sending messages to the end customers immediately
The BYOC framework will help you choose your own channel and integrate it with Freshchat.
Make labels mandatory, create categories and sub-categories for labels, and delete labels wherever needed.
Learn how bot sessions are consumed on a daily basis, and how exactly you're charged for it.
Small Talk is the bot's ability to engage end-users in casual conversations in 42 languages, it helps socialize your bot and improves recall rates.
Go bot-first in your support to handle FAQs, and save time for your customers who can now help themselves, as well as your agents.
Configure bot flows to trigger OTPs to their customers’ email addresses or phone numbers and steer clear of identity thefts and access breaches.
Bot flows that use carousels, buttons, lists, and articles will be optimized on WhatsApp automatically.
Retain your existing WhatsApp number while switching from your existing provider and use it with Freshworks.
Get insights into your bot’s performance with readily available bot exports.
Customize the duration post which your bot can either trigger a flow, transfer the chat to an agent, or even resolve the conversation.
Set up questions, answers, and variants in over 40 languages in the bot builder and have your bots take over across the globe.
Integrate with Google's Business Messages and bring all your conversations from Business Messages into Freshchat.
Enable self-service - through bots, on the SDK in such a way that both Answers and Flows can be triggered on your mobile apps natively.
Define just the required domains and URLs related to your business and have the bot load only on those specific pages.
Understand your customers' journey by marking nodes as milestones while building your bot flows and track its analytics.
Configure buttons and allow your customers to respond with a simple text message on a click.
Bots can now detect and save useful info like names, emails, or numbers from your customers’ responses.
Customers can now choose from the range of dates you customize for your customer service.
Set custom properties picked up from your bot's conversation, store the relevant information to be referenced at any point in time.
Enable 'Small talk' so your bots can engage in friendlier and more human-like conversations with your customers.
Building bots is now easier, more intuitive, and seamless to manage - be it a simple linear flow or an advanced multi-flow bot.
Send your customers an email with the transcript of the conversation they've had with your business right from the conversations inbox.
Knowledge Base is now supported in both React Native and iOS SDKs in Freshdesk Omnichannel instances
Enable Live-Translate on the Mobile SDK and converse with customers in more than 100 languages in real-time.
Download customized raw reports and track key metrics and your support SLAs with Extract APIs.
Download customized raw reports, track key metrics and your support SLAs with Extract API
Now automated lead creation on Freshsales is possible with user's email ID and phone number.
Freshchat Team Inbox is now compliant with the Web Content Activities Guideline(WCAG)
Secure your Freshchat account by limiting access to the IPs you trust. Now available in your Freshchat settings.
Email your customers a copy of the conversation they had with your business from Team Inbox.
Now you can convert chats into tickets using Advanced Automations app
Freddy Answers now supports 7 languages - English, French, German, Dutch, Spanish, Portuguese, and Italian.
Personalize your conversations with Placeholders, improve your customer engagement
Integrate LINE Messenger with your Freshchat account, take support to customers finger tips
You can now create bot flows in 35 different languages.
Book meetings from your mobile app - iOS, Android and React Native SDK
Advanced Automations now supports a unique set of placeholders
Now you can provide/restrict to Topics at a granular level.
Share a catalog of options instead of the regular reply text box on your mobile SDK with Carousels.
Make your Freshchat messenger to stay visible, hidden or only visible within your working hours.
Now you can auto-resolve conversations assigned to specific Groups.
Carry out common actions with speed and save time using Keyboard Shortcuts.
IntelliAssign now supports a new logic of assignment - round-robin
Now you can toggle Freddy Answer Bot on/off on specific Topics.
Automate your daily chat workflows, save time for you Agents, and help them focus more on tasks that matter.
i. Clone an existing Custom Bot flow to create a new bot flow; ii. Use custom user properties as placeholders in the bot flow
Add rop-downs as a response type instead of the regular reply text box.
We've renamed a bunch of features to make it easier for you to understand its capabilities.
Now you can add Topics and FAQs in Hebrew language.
Improve CX by sending images and attachments with your proactive messages on WhatsApp.
Now you can restrict sending CSAT survey to customers whose chats are converted into Freshdesk.
Keep a tab on the list of available/remaining seats in your Team Member settings.
Include Drop-downs as a response type instead or share a catalogue of options with Carousels.
Automate demo requests and schedule meetings proactively with Google Calendar + Freddy Custom Bot.
Now you can add/edit Team Members in bulk and create custom filters to group team members.
We have added two new Siri shortcuts - i) check your IntelliAssign status, ii) get the count of chats pending in your queue.
Now you can set reminders for individual messages in a conversation and for IntelliAssign on Freshchat's iOS app.
Translate messages exchanged between customers and agents in real-time.
Stop scheduling and start closing! Book meetings 24x7 for your business right from Freshchat.
Now you can track user actions on your mobile app (iOS & Android SDK) with Freshchat's Events Timeline.
We've given the Freshchat Messenger a brand new look and feel.
Crush your customer lifecycle goals with chatbots for marketing, sales and support.
Now Roles and Permissions feature is supported on Freshchat app for iOS and Android.
Malay(ML) language is now supported in Freshchat, as part of Freshchat's Multilingual feature.
Ask Siri to change your IntelliAssign status or check conversations count on Freshchat iOS app.
Now you can login to your Freshchat mobile app with your personalized subdomain, if your account has been migrated.
You can now search FAQs displayed using tags on iOS, Android and React Native SDK.
Now you can pick a notification sound of your choice. We've also added a in-app notifications shortcut.
You can now define access permissions for Canned Responses in Roles and Permissions.
Now you can set permissions to ticket fields to team members and sync previously imported solution articles.
Now you can assign/edit team member skill levels, that you create in IntelliAssign, from Team Member settings page.
You can now search for Canned Responses on your Freshchat Android app.
Helpdesk report is now conversations overview report - track customer's wait time and overall interaction time.
Now you can engage visitors and customers with more than just text - use images, gifs, and videos in your campaigns!
Now you can search FAQs, Canned Responses, Labels, and files in your Quick Access folder on Freshchat's iOS mobile app.
Connect Freshchat with the tools you use to run your business or build your own custom apps.
Now get proactive reply suggestions on your Freshchat iOS and Android apps. Just update your SDK to start using this feature.
We now support proactive messaging with WhatsApp. Ping us for more details.
Track your team's presence and activity on Freshchat with Team Availability Report.
Now you can track user actions inside iOS and Android mobile SDK(outbound events) in Freshchat.
Apart from Europe(EU) and United States(US), we now support data centres in Australia(AU) and India(IN).
Improve your team’s productivity by auto-resolving conversations with users who have stopped interacting.
We have revamped our people's page to match the conventional look and feel of the product. You can check it out in your Freshchat account.
Now you can send attachments from your Files app on the Freshchat app for iOS.
Keep customers informed when you are offline. Manage offline chats separately or convert them into tickets.
We have now made the Dashboard and Report APIs public.
Now you can notify all team members in a group on chat assignment to that group.
Decide who gets to access Dasboard and Reports with Roles and Permissions. Restrict acess based on roles.
Localize Freshchat UI with three new languages - Chinese, Japanese, and Korean.
Switch between your different Freshchat accounts on iOS or Android Agent App without logging out.
You can now search for conversations in Freshchat's iOS agent app.
Generate API tokens right from your Freshchat account to access Freshchat APIs.
Now you can add Japanese as a language and have Message Channels and FAQs in Japanese.
You can now customize the Freshchat Messenger UI in 20 different languages.
Claim your preferred domain name by logging in to your Freshchat account as Admin.
Export Freshchat contacts as a csv file to your email address
Nurture prospects, onboard new users, upsell to customers, and re-engage users with a series of emails.
Now you can extend Freshchat's core workflows with Conversation APIs.
Provide or restrict access to team members for each component in Freshchat at a granular level.
Set yourself active/inactive on IntelliAssign on Freshchat Android app by switching a toggle.
Support customers on the go through iMessage across your Apple devices with Business chat integration.
Our Android App now supports Freshdesk and Freshsales integration, and preferred UI language settings.
Pick a preffered UI language, set a custom notification tone and email/call customers with a single tap on iOS App.
Now, you can rearrange the different widgets in the user properties section of Freshchat Inbox.
Pull context on existing leads and contact inside the iOS app. Convert new visitors on chat into leads on Freshsales.
Localize Freshchat UI— from team inbox to dashboard and everything-else-in-between in 13 languages.
Hit reply on conversations and resolve conversations with nifty icons that replaces ol’ text.
Measure your customer's overall wait time with the new dashboard metric.
Evaluate your team and helpdesk performance better with Average and 90th percentile values.
Freshchat supports 500 custom views by default. Now you can add more for free in increments of 100 by writing to the support team.
Now you can crop Profile Picture, image in Account Settings, Message Channel image and Bot image.
Now you can onfigure away message and custom response expectations on iOS and Android SDK. You can also completely hide it via configuration flag.
You can now save and share files from your Quick Access repository on iOS Agent app.
Freschat now supports the improved Canned Response feature in iOS app.
You can now convert a conversation into a Freshservice ticket from the Agent Widget.
Freshcat now supports Canned Response feature in Android app.
Freshchat widget size is now reduced to 553KB. Previously it was 778.6KB. This improves widget load time
You can now setup your preferred language in Profile settings. Freshchat currently supports English and Portuguese(Brazilian).
You can now convert conversations into Freshdesk tickets on iOS app.
Integrating your Facebook page with Freshchat is now easier than ever. The integration process is now simplified to a mere few steps.
Set up different working hours for your teams for each day of the week by mapping Business Hours to Groups.
You can categorize Canned Responses, share with the team or create a private category of Canned Responses.
The size of each file that can be uploaded to the Quick Access folder has been increased to 35MB per file.
Freshchat widget will now display the number of unread messages instead of just a red dot.
Send updates and responses to customers directly on WhatsApp. Manage all your conversations from Freshchat.
Freshchat widget size has been reduced by 112KB, a 12.5% decrease and currently stands at 778.6KB. This enables the widget to load faster.
Give demos, onboard new users, and resolve issues better with screensharing and audio chat.
Switch between multiple Freshchat accounts and inboxes on your mobile now.
Carry the Freshchat messenger to any chrome webpage and support your customers on the go.
Block or unblock users from a particular IP address
Now you can choose between two different Freshchat widget sizes.
Send and receive GIFs as attachments in conversations.
Make conversations more contextual. Send and receive files across several extensions. Create a repository of files on Freshchat and share them with ease.
Disable Triggered Messages outside your Business Hours.
Auto populate Freshdesk ticket fields when converting a Freshchat conversation into ticket with the enhanced integration.
Bot conversation flow now has customizable negative validation messages.
Cancel In-App Campaigns that you’ve scheduled for later.
Seamlessly switch between your Freshworks accounts with just a single click.
Schedule demos and meetings with prospects right within the Freshchat Inbox.
Hide the CSAT survey if it has not been rated within ‘x’ hours or if the conversation is resolved after ‘x’ hours of last message from the user.
Dig deeper into your labels performance by exporting the report into CSVs.
Bring your web messenger another step closer to your brand identity with custom fonts.
Switch between multiple Freshchat accounts and inboxes with one single click.
Keep track of conversations by their label name and volume. Use this data to identify focus areas, allocate resources, and more.
Up your multilingual game by supporting right-to-left language scripts on the web messenger.
Set up configurable minutes to avoid triggering a message when your visitors and customers are in the middle of a conversation.
Convert conversations into tickets on Freshservice. Any response made on the ticket will be sent as a reply on Freshchat.
Team members on the iOS app can now send canned responses and deep link FAQ articles.
Bring all the context from Freshdesk Tickets, WooCommerce, and Hubspot CRM inside your team inbox.
Convert conversations into tickets on Freshdesk and transport Freshdesk FAQs into categories inside Freshchat.
Override default text on the messenger - response time, welcome message, and more with your preferred language.
Verify configuration, browser, and system settings by default to display the messenger text in the right language.
Track visitors having conversations with you based on the source and medium they come from.
Set the right expectations by choosing between the 90th percentile of response time and first response time.
Measure speed of response with average, 90th percentile, and median values and filter performance across multiple groups.
Keep your unfinished response and flow of thought intact. Switch conversations with ease.
Add custom email addresses and route replies made on email notifications to that address.
Install Freshchat on your Shopify store to reduce cart abandonment and support shoppers in real-time.
Support right-to-left language scripts in Android and iOS mobile SDKs.
Your bot can now have its own avatar, ask custom questions, and identify negative intent.
Measure team productivity, conversation trends, CSAT ratings, and download reports for later access.
Get a visual summary in real-time. Measure conversation trends, team member load, and make strides on-the-go.
Always speak the resident language. Categorize conversations into channel names in 33+ languages now.
Restore conversations across devices, platforms, and sessions for a continuous messaging experience.
Use Freshchat on your Wordpress site to engage with visitors and drive them to take an action.
Extend FAQ support in multiple languages, Give your team members the ability to create FAQs in 33+ languages.
Give a unique ID to each widget code you integrate, and separate conversations and users across sites.
Start proactive conversations with prospects from right inside the CRM. Target, qualify, and convert.
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