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Freshchat FAQ
116 frequently asked questions and answers
Pricing and Billing FAQs
What if I don't want to pay by card?
What to be aware of when downgrading my plan?
What is MUV and how is it tracked?
What does 30-day chat history mean?
How to get Freshchat for free
How does the 14-day free trial work?
Can I upgrade or downgrade my subscription?
What are contacts and how does pricing work for it?
Do you have any cancellation fees?
How does MUV affect billing?
Upgrade or Downgrade plan
How to change card and payment information?
Inbox FAQs
How is Priority Inbox helpful?
When should I enable Priority Inbox?
How to enable Priority Inbox for my account?
What are Views?
What is a shared view?
How can I find if a user has read my message?
What is the size of the FAQs icon?
Add FAQs to replies
Resolving a Conversation
Resolving a Conversation and Creating Ticket
Assigning Conversation to a Group/Agent
FAQs
Where and how can FAQs be used?
What are FAQ Tags? How do I use them?
Can I send a FAQ via message to the user?
Can I leave an FAQ as a draft?
How do I undo changes made to my FAQ content?
How to disable "Message Us" option in FAQ - Android SDK?
Can I take the visitor to the FAQ tab first on specific pages and hide it on the rest, when they click on the chat widget?
How can I make a set of FAQ categories visible exclusively on a specific page of my website?
What kind of rich media support is offered while creating FAQs?
What is a pre-chat form and how do I set it up?
Multilingual FAQs
Does Freshchat support FAQs in multiple languages?
Is there a way to override the browser language or locale to show FAQs of a different language?
How can I get the widget content to be displayed in another language?
How does Freshchat determine the display language of FAQs?
General FAQs
How do I hide the Agent & Bot Name?
How do I customize the web messenger to suit my brand?
I have GCM project but Freshchat allows only FCM key, Do I have to create a new FCM project?
How can I integrate Freshchat with WHMCS?
How do I delete my account in Freshchat ?
Change Password
How to switch between different accounts on Freshchat ?
How to load the widget asynchronously?
Why are chats not auto-converted to tickets?
How can I get the web messenger across all my websites/portals/products?
I have integrated Freshdesk and Messaging, but the integration is always loading.
I am trying to integrate Freshchat with Support Desk but I don't see Freshchat under support channels on Support Desk.
Does Freshchat have agent to agent chat?
List of domains to allow to start using Freshchat
What is the size for the profile picture?
How do I hide the widget on certain pages of my website?
Unable to convert Freshchat conversation into Freshdesk ticket
How can I change who is the account Admin for Freshchat ?
How to disable push notifications for customers?
Will the web messenger work when my website is down?
Can I have multiple business hours settings?
How can I remove your branding from the widget?
The web messenger is not appearing on my website
How to try a different Freshchat plan while on a trial period?
When I resolve a conversation in Freshchat it doesn't reflect on Facebook
Fixing issues with the web messenger widget while testing Problem with the widget installation
Problem with Payment - Getting payment failed message
Does Freshchat provide Right to Left language support?
Can we export conversations from Freshchat ?
I’m getting the user details as “John Doe” for all the users in User Details and Properties. Why?
Field name got wrongly populated through Pre-chat form, why?
How can I change the position of the web messenger?
Why are Facebook chats not getting auto-assigned in Freshchat ?
Why is the user's last seen time is not getting updated?
Notifications are not working in the Freshchat mobile app
I’m not able to log in and I’m stuck on the loading screen
How do I assign chats automatically without using IntelliAssign?
I want the web messenger to open when a user clicks on a link or button on my website
What is the difference between an Admin and an Account Admin?
Can I clear the user details every time when a user leaves?
Chat notifications are not working in my browser, what do I do?
What is Response Time and how is it calculated?
Freshchat Connection Diagnostic Checker
How to enable push notifications in your browser - Chrome, Safari, Firefox, Edge
How do I open the web messenger once my website loads in Freshchat ?
Does Freshchat support Single sign-on (SSO) ?
Steps to follow if a customer has disabled push notifications and wants to enable it again
Message Channels are now called Topics
How safe is my data?
How is the 'Typically responds in' time generated?
Dashboard FAQs
What's the difference between the 90th percentile, median, and average values?
Can I track the volume of tickets associated with various labels?
What does full access to Dashboard mean?
Where can I find the volume of conversations initiated?
Campaign FAQs
How to create a custom event or user property for better targeting Campaigns?
How to measure Campaign performance?
Why are some Triggered Messages not getting deployed?
GDPR FAQs
What are the steps that Freshchat has taken to be GDPR compliant?
What are the GDPR compliances that Freshchat offers to me?
How do I make sure that I get consent from my customers before collecting their data/storing cookies through the web messenger?
Can I delete a user’s personal data on Freshchat ?
How can I export a user’s data?
How do I delete my Freshchat account?
How can I stop tracking a user on my website when I use Freshchat ?
Do I need to move my data to an EU based data center to be GDPR compliant?
Updates to Terms of Service and Privacy Policy
Offline Experience
Why you should set an ample buffer time?
Which conversations are marked as ‘offline’ conversations?
When do we unmark an ‘offline’ conversation?
How to identify offline conversations?
What happens when Offline Experience, Bots, and Business Hours are enabled at the same time?
Chatbot FAQs
Is there a minimum number of articles required to create a bot?
How much time does it take for the bot to learn when new answers are added?
Will data collected by Custom Bots be synced in a CRM or other apps? Which apps will Custom Bots connect with?
Is it possible to trigger different bots based on business hours?
What happens if a customer tries to ask a question in the middle of a Custom bot flow?
What languages are supported with Freddy Answer and Custom Bots?
What are the different response options available with Custom Bot?
Why was my bot conversation handed over to an agent suddenly?