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

Canned Responses |Freshdesk Authorised Reseller in APAC

Whatsapp Integration

Respond and manage Whatsapp chats directly, it helps to keep all Whatsapp records in one platform.

Custom Ticket Status |Freshdesk Authorised Reseller in APAC

IntelliAssign

Auto assign chat based on skill set, topic and agent roles.

Scenario Automation |Freshdesk Authorised Reseller in APAC

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

  1. Sign up for Freshdesk Messaging to receive an email with the next steps.
  2. Provide the necessary details and apply for business approval by Whatsapp.
  3. 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:

  1. Text templates: These templates are built with plain text messages.
  2. Rich media templates with attachments: These templates include images, documents, and videos as attachments.
  3. 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

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.

Master Concept Authorised Reseller of Freshworks