Subject: [test]Freshworks newsletter: Updates for February 2022
From: Freshdesk <[email-masked]>
To: Mohammad Musaed <[email-masked]>
Date: Fri, 04 Feb 2022 10:44:10 +0000 (UTC)

How are you doing today? Feburary, 2022 Hello, Welcome to the February edition of the Freshworks CX newsletter of 2022. Read on for some interesting feature updates, blogs, customer wins, and more. Product updates Freshdesk Messaging OTP Authentication to make bot transactions more secure Make bot actions more secure with an additional layer of security - OTP authentication. You can configure bots so that customers can get an OTP to their email address or phone number while performing sensitive transactions. Read more Workforce Management in partnership with Injixo for Freshdesk Unforeseeable events, seasonal patterns, multiple channels, and staffing issues significantly impact your SLAs. The Injixo integration enables you to forecast, schedule, monitor performance in real-time, and track and analyze KPIs. Manage your workforce smartly, strike the right balance between your team and customers. Read more WhatsApp Business API revised pricing from February 1, 2022 for Freshdesk Messaging With WhatsApp's revised pricing, you will no longer be charged per message but per 24-hour ‘conversation windows’ or ‘sessions’. With the new pricing, you will be charged regardless of whether the conversations are business initiated or user-initiated and varies based on the country code of the recipient’s phone number. Read more   Upcoming product updates Freshdesk Omnichannel agent status- EAP Custom agent statuses help you understand how agents spend their time when they’re unavailable for automatic assignment of issues. Get a quick overview of how much time your team spends on work-related tasks versus breaks. Freshdesk- Bring your Own Telephony (BYOT) Extend your Omnichannel capabilities with BYOT. Have the flexibility to retain or switch your existing telephony provider, and leverage Freshdesk's powerful Omnichannel solution to enhance your customer service. Freshdesk- Customer portal gets more customizable With this overhaul, support teams can manage multiple customer portals that can be tailor-made to deliver a seamless self-service experience with minimal developer dependency and costs. With WCAG compatible themes and custom APIs, customers can manage their support requests and stay updated through the portal. Enhancements to Atlassian Jira Plus app in Freshdesk Going forward, you will be able to do much more than connect your JIRA issues to your Freshdesk accounts. You can now add tags to tickets whenever a JIRA issue is linked, search by summary text, support more than 1000 assignees, view tagged users’ names in Freshdesk notes, and much more.   Freshdesk Messaging- Global Small Talk Small Talk is the bot's ability to engage end-users in casual conversations. It helps socialize your bot and improves recall rates. You can do small talk with Freddy chatbot in 42 languages.   Freshdesk Messaging- Bring Your Own Channel We are coming up with a framework to help you choose your own channel and integrate it with Freshdesk Messaging. You can achieve this with the help of APIs and Webhooks provided by both Freshdesk Messaging and the channel you wish to integrate.   Make labels and subcategories mandatory In Freshdesk Messaging, keep track of the different kinds of requests and messages by labeling conversations (like discount, exchange, return, etc). Make labels mandatory, create categories and sub-categories for labels, and delete labels wherever needed.   Embedded WhatsApp Business API sign-up The embedded WhatsApp sign-up makes it easier for businesses to seamlessly link their WhatsApp numbers to Freshdesk Messaging and immediately send messages to the end customers. This enhancement will be available for new sign-ups.   Freshdesk Messaging- Custom Agent Status Get complete visibility into how agents spend their time when they’re unavailable to assist new customers via chat. Enable agents to update their availability in real-time and understand how they spend their time on a day-to-day basis.   Freshdesk Messaging- Session Analytics We are coming up with an Analytics module that will help you dig deeper into every bot session that you have with your customers and how exactly you are charged for it. You can learn about how many sessions are consumed on a daily basis, the number of customers each bot interacts with, the number of sessions consumed by your bot placed in each channel, and much more.   Public ticket page customization in Freshdesk With this update, your Public ticket page will automatically match your portal customizations and be tailored to fit your brand identity. To add to that, you will also have options to customize your Public ticket page further as required.   Enhanced Freshdesk-Freshsales integration Allow admins to view and manage sales agents, and provide sales agents the ability to communicate with their contacts, create or update tickets on their behalf, all within Freshdesk. Sales agents from Freshsales will have access to their contacts' tickets in Freshdesk   Top read of the month Ask this to anybody who’s been in customer service for a while and ‘empathy’ would be high up on the list. We’ve put together a short guide on the importance of empathy in customer service and tips to empathize with customers better. You can use the following links to navigate through the blog. A Guide to Empathy in Customer Service Customer spotlight “With Freshworks, we have been able to centralize omnichannel support onto a single platform. This has given us a 360-degree view of customers no matter what channel they decided to interact on, helping agents guide them to the best possible outcome with complete context.” Duncan Tyler Customer Services Manager, Instantprint Click here to read their story     Message sent by Freshworks Inc at 2950 S. Delaware Street, Suite 201,,San Mateo, California, United States of America. Unsubscribe from this list | Unsubscribe from all emails Powered by Freshworks