What are the features of Freshchat?
Written by Soham Amburle
Updated on August 26th, 2022
- Getting Started
- Bot Building
- Smart Agent Chat
- Conversation Design
-
Developer Guides
Code Step Integration Static Step Integration Shopify Integration SETU Integration Exotel Integration CIBIL integration Freshdesk KMS Integration PayU Integration Zendesk Guide Integration Twilio Integration Razorpay Integration LeadSquared Integration USU(Unymira) Integration Helo(VivaConnect) Integration Salesforce KMS Integration Stripe Integration PayPal Integration CleverTap Integration Fynd Integration HubSpot Integration Magento Integration WooCommerce Integration Microsoft Dynamics 365 Integration
- Deployment
- External Agent Tool Setup
- Analytics & Reporting
- Notifications
- Commerce Plus
- Troubleshooting Guides
- Release Notes
| 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 |
✔️ |
- |
