Chat without barriers across channels
Freshdesk Messaging
Connect with customers on the channels they love and
have live interaction with them on Freshdesk Messaging.
A Software That "WOW" your customers
Freshdesk Messaging transform your customer service in the easiest way. Make your customers connect with you instantly through various channels without barriers.
Customer satisfaction
determines your Company Image
Customers today expect you to value their time, answer their questions immediately, and connect with you easily at any time. Freshdesk Messaging satisfy your client high expectations.
One inbox for
all messages
See all messages from customers in one place, wherever it comes from in-app chat, website chat, WhatsApp or Facebook Messenger.
AI powered chatbot
AI chatbot embedded on website or mobile app to let you stay interactive with customer 24/7. Provide instant resolutions through intelligent self-service automation.
how Freshdesk Messaging helps you?
Feature that
you will like
Whatsapp Integration
Respond and manage Whatsapp chats directly, it helps to keep all Whatsapp records in one platform.
IntelliAssign
Auto assign chat based on skill set, topic and agent roles.
Canned response
Respond faster with pre-defined replies for common questions.
Frequently Asked Questions Template
Help your customer with preset FAQ.
Real-time Dashboard & Reports
Provide insight on performance of chat replied & customer satisfaction.
Live translate
Reply your customers in their language instantly using live translate.
Personalized Messaging Campaign
In chat box, you can personalized multiple message topics and show targeted messages proactively.
APIs
Make Freshdesk Messaging your own by designing apps that can help your business.
HOW WHATSAPP INTEGRATION WORKS?
Integrating Whatsapp Business in 3 Steps
- Sign up for Freshdesk Messaging to receive an email with the next steps.
- Provide the necessary details and apply for business approval by Whatsapp.
- Complete the OTP based setup ans start using an official Whatsapp Business accouunt with Freshdesk Messaging.
Thing you might need to know
24-hours reply window
As per Whatsapp business policy, you may respond to a customer only within 24 hours of their last message to you. If a person initiates a chat with you, you may continue that conversation via Freshdesk Messaging for up to 24 hours after the last message sent to you by that person. Outside of the 24-hour window, you may only send messages via approved Message Templates.
Message Templates
Message template is a pre-approved message template that you proactively send to your customers after the reply window closed.
3 types of templates message can be created:
- Text templates: These templates are built with plain text messages.
- Rich media templates with attachments: These templates include images, documents, and videos as attachments.
- Call-to-action & Quick Replies templates: These are interactive templates with buttons for customers to interact.
However, your template message shall fall under one of these categories:
| ACCOUNT_UPDATE | PAYMENT_UPDATE | PERSONAL_FINANCE_UPDATE |
| SHIPPING_UPDATE | RESERVATION_UPDATE | ISSUE_RESOLUTION |
| APPOINTMENT_UPDATE | TRANSPORTATION_UPDATE | TICKET_UPDATE |
| ALERT_UPDATE | AUTO_REPLY |
Pricing Plan
Choose your Freshdesk Messaging edition. Try it free for 21 days Today! No credit card required.
Free
For getting startedup to 100 agents,
billed annually
- Email Ticketing
- Ticket Dispatch
- Knowledge Base
- Datacenter Location
- Ticket Trend Report
- Team Collaboration
Growth
For fast growth/agent/month,
billed annually
- Everything in Free and…
- Up to 2000 bot sessions/month FREE
- Assignment Rules
- Priority Inbox
- Canned Responses
- Private Notesess hour
- User Events & Timeline
- User Segmentation
- Business Hours (Global)
- Offline experience
- Basic Dashboard
- FAQs
- Conversations Overview Report
- Facebook Messenger
- Files
- Marketplace (App Store)
- 100K MUV/agent
Pro
For high performance/agent/month,
billed annually
- Everything in Growth and…
- Up to 3000 bot sessions/month FREE
- WhatsApp Business
- Apple Business Chat
- Auto-resolve
- IntelliAssign
- Business Hours (by Groups)
- Co-Browsing
- Live Translate
- Advanced Dashboard
- Advanced Automations
- Team Performance Report
- Agent Availability Report
- CSAT Survey and Report
- Conversation APIs
- 300K MUV/agent
Enterprise
For Enterprise-grade support/agent/month,
billed annually
- Everything in Pro and…
- Up to 5000 bot sessions/month
- Allowed IPs
- Allowed Domains
- User Authentication(JWT)
- 400K MUV/agent
Growth Omnichannel
or fast growth/agent/month, billed annually
- Everything in Growth of Freshdesk Support Desk, Messaging, and Contact Center
- Email, Social, Messaging, Telephony Channels
- Includes up to 2000 Bot Sessions/Month
- Includes up to 2000 Incoming Minutes/Month
- Chatbot Builder
- Chatbot Analytics
- Messaging Topics
- Contact Management
- Custom Inbox Views
- SLA & Business hours
- Marketplace Apps
- Automations
- Data Center Location
- Ticket, Conversation, and Call Reports
- Omnichannel Dashboard
Pro
Omnichannel
For high performance /agent/month, billed annually
- Everything in Pro of Freshdesk Support Desk, Messaging, Contact Center and more.
- Whatsapp Business
- Apple Business Chat
- Omnichannel Customer Timeline
- Omnichannel Knowledge Base
- Roles & Permissions
- Custom Reports
- Co-browsing
- Multilingual Support
- Includes 3000 Local Incoming Min/Month
- Includes up to 3000 Bot Sessions/Month
- Includes up to 5000 Collaborators
- Extendable API Limits
- Custom Apps
- Holiday Routing
- Advanced Call Management
- Agent Availability Report
- CSAT Survey & Report
Enterprise Omnichannel
For Enterprise-grade support/agent/month, billed annually
- Everything in Enterprise of Freshdesk Support Desk, Messaging, Contact Center and more.
- Omniroute™
- IP Range Restriction
- Email Bot
- Speech-enabled IVR
- Includes up to 5000 Bot Sessions/Month
- Includes 5000 Local Incoming Min/Month
- Abandoned Call Metrics
- Assist Bot
- Auto-triage
- Robo Assist
- Canned Response Suggester
- Article Suggester
- User Authentication (JWT)
- Service Level Monitoring
Why Master Concept?
a Preferred reseller
of freshworks
Master Concept is the first and only preferred Freshworks reseller in Hong Kong, Taiwan, Malaysia, Singapore and China. As both Preferred and authorised Freshworks reseller in Asia Pacific, we help businesses to streamline and optimize their customer service workflow.
