Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Go to Haptik Website
  • Contact Us
  • Home
  • External Agent Tool Setup
  • Freshchat

What are the features of Freshchat?

Written by Soham Amburle

Updated on August 26th, 2022

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Getting Started
    Build Deploy Analyse Manage Account Bot Deactivation
  • Bot Building
    Essentials Smart Skills Steps User Messages Bot Responses Entities Connections Customisations User feedback collection Testing Whatsapp Bots NLU Bot Maintenance
  • Smart Agent Chat
    Set up Admin Settings MyChats Section (Agent Inbox) Live Traffic Section Teams Section Archives Section Analytics Plans on Smart Agent Chat
  • Conversation Design
    Design Basics Design Guides Designing for Platforms Designing WhatsApp Bots
  • 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
    Web SDK WhatsApp Facebook Instagram Sunshine Conversation LINE Google Business Messages Telegram MS Teams Bot as an API iOS SDK Android SDK
  • External Agent Tool Setup
    Zendesk Chat Salesforce Service Cloud Freshchat Zoho NICE CXOne Gorgias
  • Analytics & Reporting
    Intelligent Analytics
  • Notifications
    SMS Notifications Success Measurement
  • Commerce Plus
    Catalog Integration Bot Building Guide Channel Deployments Unified ML Pipeline Documentation
  • Troubleshooting Guides
    Error Messages FAQs
  • Release Notes
+ More
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
✔️

-

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • How to ensure Freshchat integration is working properly?
  • What is Freshchat Integration? How to Set up Haptik and Freshchat Integration?
  • FAQs on Freshchat

Platform

  • Conversation Studio
  • Smart Skills
  • Advanced NLU
  • Intelligent Analytics
  • Omnichannel
  • Smart Agent Chat
  • Enterprise Security
  • Integrations

Solutions

  • Conversational Commerce
  • Lead Generation
  • Customer Care
  • WhatsApp
  • Conversational IVR
  • Google Business Messages

Industries

  • Retail/ E-Commerce
  • Financial Services
  • Travel & Hospitality
  • Telecom

Knowledge

  • ROI Calculator
  • Reports & Research
  • Case Studies
  • Webinars
  • ISAT
  • Tech Blog
  • Business Blog
  • Resources
  • Haptik v/s Yellow
  • Haptik v/s Liveperson
  • Haptik v/s IBM Watson
  • Haptik v/s Verloop
  • Conversations on AI

Company

  • Why Haptik
  • About Us
  • Careers
  • News & Media
  • Awards & Recognition
  • Contact Us
  • Partnerships
  • Investor Relations

Subscribe

Sign up to recieve the latest updates

Find us on

  • Twitter-footer
  • Linkedin-footer
  • YT-footer
  • Insta-footer
  • G2-footer
  • Facebook-footer

Knowledge Base Software powered by Helpjuice

Copyright © jio Haptik Technology Limited 2021 | Data Security & Privacy Policy | GDPR

North America | Asia Pacific | Africa | enterprise@haptik.ai

Definition by Author

0
0