What are the features of Freshchat?

Sr.	Scenario	Is it supported?	Remarks
1	Agent chat assignment based on the group selected by the user	✔️	https://support.freshchat.com/support/solutions/articles/50000003425-assigning-a-bot-conversations-to-your-agents#Assign-to-group
2	Agent can chat in parallel with multiple users	✔️	-
3	Auto Resolve conversations if no response from customer	✔️	https://support.freshchat.com/support/solutions/articles/50000000069-auto-resolve-conversations-with-freshdesk-messaging
4	Agent can reassign a chat to another agent within their group/another group	✔️	-
5	Agent has access to the entire conversation history of the user with the bot and other agents	✔️	-
6	Agent can block a user for inappropriate conversation	✔️	https://support.freshchat.com/support/solutions/articles/50000000106-block-ip
7	Agent can view user details entered during the conversation like - name, email id, phone number, etc	✔️
8	New chat notification alert mechanism	✔️
9	Predefined agent chat responses/canned responses	✔️
10	File formats supported on chat	PDFs, images, videos and text files are supported by default.	https://support.freshchat.com/support/solutions/articles/50000000088-quick-access-and-file-attachments#Files-upload-limit-for-different-Freshchat-plans
11	Agent chat completion confirmation gets displayed to the user	✔️	-
12	Chat can be restarted by the user after the agent closes it	✔️	-
13	Status change or reassigned chats gets communicated to user	✔️	-
14	Skill-based ticket routing to agents	✔️	https://support.freshchat.com/support/solutions/articles/50000000078-what-is-intelliassign-in-freshdesk-messaging-
15	Read receipt for sent messages for agent and admin	✔️	https://support.freshchat.com/support/solutions/articles/229347-how-can-i-find-if-a-user-has-read-my-message-
16	Setting for Business Hours and offline messages	✔️	https://support.freshchat.com/support/solutions/articles/50000000092-business-hours
17	Bots to collect user information when a customer contacts you outside business hours	✔️	-
18	Agent can assign a conversation to another Group/Agent, also can add a Private Note to give them context	✔️	-
19	Email Notification reply	✔️	https://support.freshchat.com/support/solutions/articles/50000000094-email-notifications
20	Agent can take notes of chat during conversations	✔️	-

Related articles