Categorize conversations into topic-based message channels (E.g., refunds, feedback) for setting expectations or for routing to the right groups.
Contacts are visitors who chat with you and users. Don’t fret over deleting their data as your website traffic grows. Save and access them on any pricing plan.
Discover and respond to conversations that are vital, with filtered views that sort based on time for which responses are due.
Filter conversations by team members, groups, and message channels, and save the views you access frequently.
Modern, personal, and continuous. Use emojis, videos, or words. Get all the forgotten context from chat history.
Help your team talk to visitors with a widget that sits right inside the CRM or helpdesk apps they are on.
Learn the what, where, and how of your website visitors by recording events (E.g. page visited, report downloaded, FAQ read), and user properties (geography, etc.).
Group your leads and customers based on geography, event history, or product usage. Target with precision using user properties and events.
Engage visitors before they stop caring. Use advanced event and attribute based targeting to send them the right message at the right moment.
Onboard, educate, retain, re-engage. Enable everything for great customer success.
Generate leads 24x7 - even when your team is offline. Let the bot exchange pleasantries, set expectations, and reduce team dependency.
Control what your bot says and when. Set the right tone for the bot - empathetic, fun, or confident.
A bot that does more than just operate. The leads get auto-uploaded into the CRM to help sales team focus on what they do best - Selling.
Auto-assign conversations to team members, according to their groups, and based on their current load and skill levels.
Create expertise-based or category-based team member groups. Route conversations to the right group, and automate assignment within a group.
Assign conversations to specific team members or groups based on pre-set conditions like chat keywords, language, user properties, time of day, and more.
Deflect common queries with an integrated FAQ browse and search experience inside the messenger, and native FAQs on mobile.
Extend self-help to visitors in the language they prefer. Empower your team members by giving them more than 31 languages to create FAQs in.
Gather feedback with an easy upvote or downvote on FAQ content, and keep your self-service experience top notch.
Bring all the context from external apps and systems right inside the conversation view to help your team sound smarter.
Set up pre-formatted responses to common queries, reduce time and optimize resolution time.
Track and categorize conversations by adding labels to them.
Take pointers, log updates, record learnings. Share this with your team for collective learning.
Alert and notify both visitors and team members of messages when they are inactive or have navigated to other pages.
Give team members clarity on the conversation status by displaying the customer read status of a message.
Let your visitors know when your team is offline, and when they’ll get back. Set up automated messages that inform them this better.
Segment, assign, resolve, and respond to multiple conversations in a single action.
Get a visual summary of your team’s performance. Measure speed of response, conversation trends, resolution time, and deep dive into any team member’s workload.
Identify and understand the speed of response of your team to make data driven decisions about support and quality of interaction.
Measure team member performance. Find out if it was a yay or nay for your team with CSAT ratings and subjective feedback.
Keep track of conversation volume across different times of the day and compare it with metrics from the previous week to understand trends.
Examine first response times, response times and resolution times, and compare incoming conversation volume with other conversation statuses. Take stock of what is being handled and what is falling through the cracks.
Know which team members are doing well, and who needs help in real time. Find patterns on how response times or messages exchanged influence ratings.
Automatically convert incoming conversations into messages on a specific Slack channel. Respond to conversations right from Slack.
Manage Facebook Messenger conversations, respond to customer enquiries, and provide real-time updates without ever having to leave the Freshdesk Messaging inbox.
Know more about who you’re talking to. Get access to your visitor’s company details, contact information, job details, and link to social profiles to send messages that resonate.
Convert conversations coming in on Freshdesk Messaging as tickets on Zendesk. Manage and respond to Freshdesk Messaging conversations through the Zendesk inbox.
Freshdesk: Convert conversations and support queries to tickets on Freshdesk.
Freshsales: Auto-upload leads generated from chat into Freshsales. Use the Freshdesk Messaging web widget to initiate lead conversations - engage leads, qualify, and close them - all from one place.
With in-app chat, real-time notifications, rich media and native FAQs, support users wherever they are.
Alert users on mobile and team members who use the app, to respond to messages, even when they are not active inside the app.
Engage with visitors and users on the fly with Freshdesk Messaging’s app for team members, designed to make selling and supporting mobile-friendly.
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