Introduction to Automations in Freshchat

Freshchat is a modern messaging software that provides a business with multiple channels of communication: Web Messenger, Whatsapp, Apple Business Chat, Facebook Messenger and mobile SDKs for iOS and Android.

Your customers can reach out to you through any of the above channels using Freshchat.

With an ever growing feature set and a myriad of different automations available in Freshchat, it can be a daunting task to arrive at the perfect solution for your business.

This blog is an attempt to demystify the various automations available in Freshchat.

Let’s look at what Freshchat currently offers…

Intelliassign — Automatically assigns conversations based on skill level and conversation load within a group to your team members.

Assignment Rules — A configurable set of rules that assign a conversation to a particular group or agent based on properties of the user and the conversation.

Auto Resolve — Automatically resolves a conversation when the user has not responded for a configurable period of time.

Business Hours — Automatically send a reply to the user when she has sent a message outside business hours.

Customer Satisfaction Rating — Automatically asks for CSAT-rating when a conversation is resolved.

Away Experience — Automatically collects lead information when a user contacts a business outside business hours.

Triggered Campaigns — Proactively triggers a message to the user while she is navigating through your site based on user properties and events.

Freddy Answer Bots — Automate customer delight by sending instant and precise answers to customer’s questions based on FAQs created by you.

Freddy Custom Bots — Create conversational bots to book meetings, qualify visitors, and more. Can either be triggered through a campaign or by simply navigating to a topic.

Advanced Automations — Create workflows for every event generated by your users, team members, or system.

We will delve into each of these in the upcoming posts.