Proactive customer support done right 

With Topics, create multiple chat threads like delivery, pricing, demo, etc. that allows users to start focussed conversations. All topics can be configured with a welcome message to set an additional context and can be routed to experts skilled in handling them — by mapping relevant team members to each topic.

Chat Messaging Channels Chat Messaging Channels

Self-service that is fully non-siloed

Bring your self-service and messaging experience together with In-messenger FAQs. Create FAQ categories with an intuitive grid view, enable FAQ search for quick access, and encourage users to share feedback on articles with an upvote and downvote buttons.

Chat Self Service Chat Self Service

Connect customers to experts

With IntelliAssign, assign conversations to team members based on their skill levels — beginner, intermediate, or expert and their current chat load.

Chat Intelligent Messaging Chat Intelligent Messaging

Helpdesk Insights

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Helpdesk Insights

Real-time dashboard

Get a visual summary of your team performance in real time.

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Helpdesk report

Track productivity metrics, conversation trends, and more. Download the report for later access.

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Team performance report

Learn how team members fare with response and resolution rates, CSAT ratings, and chat volume.

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Labels report

Keep track of conversations by their label name. Identify roadblocks, allocate resources, and more.

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Use Freshdesk Messaging with the best of all worlds

Other features

Notifications

Alert and notify users with email, push, and desktop notifications.

OmniChat

Make customer advocacy omnipresent with the chrome extension.

Rich media

Use words, images, emojis, stickers, or PDFs and documents to do the talking.

Multilingual messenger 

The right words make or break the game. Customize what your messenger says and choose from 33+ languages.

CSAT report

Know if it was a yay or a nay for your team with insights on CSAT ratings — average for a time period or individual average for specific team members.

Contextual information

Get all the context to respond confidently -- navigation timeline, user behavior, and additional data pulled from apps you already use.

Ready to turn your users into advocates?