Lots of potential but, in my opinion, too many bugs

There are a lot of option that I lack control over. I am unable to archive bots/Whatsapp numbers by myself, I need to reach out to support about this.

Once the bot is set up, the interface is quite clear and easy to use. But for example we have several bots and the intent added on the articles for natural language training are not picked up automatically and need to be duplicated one by one.

Also when having FAQs available to link during chat, every FAQ article needs to be opened manually and the settings need to be changed to have it available for the agents to suggest.

Freshchat is well-suited for businesses looking for a simple, multi-channel communication platform to manage customer queries in real time. It excels in supporting live chat, with a clean interface and easy-to-manage conversations. However, in my opinion, it falls short in several areas. The absence of a built-in CSAT feature limits feedback collection, and I think the bot setup is overly complex, requiring more customization. In my opinion, the analytics are lacking in detail, making it difficult to gain actionable insights. Additionally, in my experience, agent status updates are confusing and not always reflective of their actual availability, leading to workflow issues for us.