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Once you've built your bots with the bot builder, you can choose between deploying your bots with the conversations widget or the self-service widget. Previously, both widgets had several unique features that were unavailable on the other. The self-service widget had all chatbot features, and the conversations widget supported live chat between customers and agents (with basic chatbot functionalities).


However, with the launch of the unified conversations widget, we have taken a step towards unifying the conversational experience for admins, agents, and customers. We've upgraded the conversations widget to include all chatbot capabilities as well. Moving forward, admins can use the conversations widget for all things Freshchat. They can deploy complex bots and enable agent-powered conversations on the same widget. For operational reasons, they can still access the self-service widget, even though they may not need it anymore for new deployments.


Here is a comparison of the features that work with each widget.


FeaturesConversations widgetSelf-service widgetWhatsAppMessaging channels
(Facebook, LINE, ABC)
Mobile SDK
API CallsSupportedSupportedSupportedSupported 
Supported
ArticlesSupportedSupportedNot supportedNot supportedSupported
ButtonsSupportedSupportedSupportedNot supportedSupported
CampaignsSupported
Not supported
Not applicableNot applicableSupported
CarouselsSupportedSupportedSupportedNot supportedSupported (iOS only)
Date and time pickerSupportedSupported
Not applicableNot applicableNot supported
DropdownsSupported
Supported
Not supportedNot supported
Supported
FlowsSupported
Supported
SupportedSupportedSupported
Files and video*SupportedPartially supported
Not supportedNot supportedNot supported
Images
Supported
Supported
SupportedSupported
Supported
Live chatSupported
Supported
SupportedSupported
Supported
RatingSupported
Supported
Not applicableNot applicableNot supported
Text fields & URL inputsSupported
Supported
SupportedSupported
Supported
TopicsSupported
Not supported
Not applicableNot applicableSupported
FAQsSupportedNot supported
Not applicable
Not applicable
Supported
Typical response timeSupported
Not supported
Not supportedNot supportedNot supported
Typing indicatorSupported
Not supported
Not supportedNot supportedNot supported
Widget actions
Supported**
Supported
Not applicableNot applicableNot supported
Quick actionsSupportedSupportedNot supportedNot supportedSupported


*While using the self-service widget, an agent can respond only with an image file. The widget can receive the following file types from the end-user:



TypeGeneric size limitFormats/Vendors
Image25 MB"jpg", "png", "gif", "jpeg"
VideoNA (we allow embedding publically hosted videos)Youtube, Vimeo, Vidyard, loom or Wistia
File25 MB

"csv","doc","docx","odt","pdf","pps",

"ppsx","ppt","pptx","txt","xls","xlsx","xml","mov","mp4","mp3"


** A few actions like 'open the widget' and 'show proactive message' are not supported in the conversations widget.


Note: Features marked as not applicable are not technically supported in the respective channels. For example, the widget actions are not technically supported in messaging channels. We shall start offering those features if and when they are available those channels.


When you use the (unified) conversations widget, you can offer the next level of customer service. You can lead your customer service with your bot, making it easier for your customers to help themselves while sharing the necessary information with your chatbot. The conversation can then be routed to the right agent in your team to offer contextual, empathetic, and personalized responses. The conversations widget enables your customers to talk about their issues in their own words - enabling your agents to get the full context and speak human-to-human without being limited. You can use all Freshchat features on the conversations widget, allowing you to deliver conversational engagement like never before!



Here's more info about each widget: