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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.
Freshdesk Messaging Team Inbox is now compliant with the Web Content Activities Guideline(WCAG)
Secure your Freshdesk Messaging account by limiting access to the IPs you trust. Now available in your Freshdesk Messaging 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 Freshdesk Messaging 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 Freshdesk Messaging 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 Freshdesk Messaging'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 Freshdesk Messaging.
Now you can track user actions on your mobile app (iOS & Android SDK) with Freshdesk Messaging's Events Timeline.
We've given the Freshdesk Messaging 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 Freshdesk Messaging app for iOS and Android.
Malay(ML) language is now supported in Freshdesk Messaging, as part of Freshdesk Messaging's Multilingual feature.
Ask Siri to change your IntelliAssign status or check conversations count on Freshdesk Messaging iOS app.
Now you can login to your Freshdesk Messaging 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 Freshdesk Messaging 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 Freshdesk Messaging's iOS mobile app.
Connect Freshdesk Messaging with the tools you use to run your business or build your own custom apps.
Now get proactive reply suggestions on your Freshdesk Messaging 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 Freshdesk Messaging with Team Availability Report.
Now you can track user actions inside iOS and Android mobile SDK(outbound events) in Freshdesk Messaging.
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 Freshdesk Messaging account.
Now you can send attachments from your Files app on the Freshdesk Messaging 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 Freshdesk Messaging UI with three new languages - Chinese, Japanese, and Korean.
Switch between your different Freshdesk Messaging accounts on iOS or Android Agent App without logging out.
You can now search for conversations in Freshdesk Messaging's iOS agent app.
Generate API tokens right from your Freshdesk Messaging account to access Freshdesk Messaging APIs.
Now you can add Japanese as a language and have Message Channels and FAQs in Japanese.
You can now customize the Freshdesk Messaging Messenger UI in 20 different languages.
Claim your preferred domain name by logging in to your Freshdesk Messaging account as Admin.
Export Freshdesk Messaging 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 Freshdesk Messaging's core workflows with Conversation APIs.
Provide or restrict access to team members for each component in Freshdesk Messaging at a granular level.
Set yourself active/inactive on IntelliAssign on Freshdesk Messaging 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 Freshdesk Messaging Inbox.
Pull context on existing leads and contact inside the iOS app. Convert new visitors on chat into leads on Freshsales.
Localize Freshdesk Messaging 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.
Freshdesk Messaging 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.
Freshdesk Messaging 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. Freshdesk Messaging currently supports English and Portuguese(Brazilian).
You can now convert conversations into Freshdesk tickets on iOS app.
Integrating your Facebook page with Freshdesk Messaging 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.
Freshdesk Messaging 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 Freshdesk Messaging.
Freshdesk Messaging 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 Freshdesk Messaging accounts and inboxes on your mobile now.
Carry the Freshdesk Messaging 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 Freshdesk Messaging 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 Freshdesk Messaging and share them with ease.
Disable Triggered Messages outside your Business Hours.
Auto populate Freshdesk ticket fields when converting a Freshdesk Messaging 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 Freshdesk Messaging 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 Freshdesk Messaging 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 Freshdesk Messaging.
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 Freshdesk Messaging.
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 Freshdesk Messaging 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 Freshdesk Messaging 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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