Reach customers, wherever they are.

Engage with customers across various messaging platforms like website live-chat, WhatsApp, Facebook Messenger, Apple Business chat, etc.

Provide a personalized messaging experience and ‘Wow’ your customers! 

Freshdesk Messaging screen

A unified view of the customer interactions

The Omnichannel customer timeline compiles all your past interactions with a customer, both chat and email, in a single place so your agents can get complete context about the customer and also reply to them, without the customers having to repeat themselves.

A messenger right inside the helpdesk

Convert conversations into tickets

Sometimes, your agents might not be able to resolve customer requests instantly via chat. In such cases, they can follow through with a resolution by converting these chats into a new ticket or by appending them to an existing one. With a history of customer interactions, they will have the context needed to resolve support requests effectively in the future.

Convert conversations into tickets

Provide answers on chat, not articles

Freddy Answers lets you minimize the incoming load by automatically engaging with your customers. What really stands out with Freddy is that customers get direct answers to their questions and not some article recommendations from your knowledge base. Your bot also learns and evolves with every interaction.

Live chat support within Freshdesk, powered by Freshdesk Messaging

Route messages intelligently

Route messages to team members based on their current chat load or their skill levels — beginner, intermediate, or expert. Balance workload across teams by setting a limit on current active conversations per agent.

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Make data-driven decisions

Generate reports or get a visual summary of your incoming chat volumes, agent productivity, and overall team performances. Measure conversation trends, productivity metrics, and deep dive into any team member’s workload.

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Modern web messenger

Categorize chats based on topics, and route customer requests to the right teams. With unlimited chat history and rich media support, give your customers and agents a modern, memorable and seamless messaging experience.

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