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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 improved 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.
|Features||Conversations widget||Self-service widget||Messaging channels|
(Facebook, LINE, ABC)
|API Calls||Supported||Supported||Supported||Supported ||Supported|
|Articles||Supported||Supported||Not supported||Not supported||Supported|
|Campaigns||Supported ||Not supported||Not applicable||Not applicable||Supported|
|Carousels||Supported||Supported||Supported||Not supported||Supported (iOS only)|
|Date and time picker||Supported||Supported ||Not applicable||Not applicable||Not supported|
|Dropdowns||Supported||Supported ||Not supported||Not supported||Supported|
|FAQs||Supported||Not supported||Not applicable||Not applicable||Supported|
|Files and video*||Supported||Partially supported||Not supported||Not supported||Not supported|
|Flows||Supported ||Supported ||Supported||Supported||Supported|
|Supported ||Supported||Supported ||Supported|
|Live chat||Supported ||Supported ||Supported||Supported ||Supported|
|Rating||Supported||Supported ||Not applicable||Not applicable||Supported (iOS only)|
|Text fields & URL inputs||Supported ||Supported ||Supported||Supported ||Supported|
|Topics||Supported ||Not supported||Not applicable||Not applicable||Supported|
|Typical response time||Supported ||Not supported||Not supported||Not supported||Not supported|
|Typing indicator||Supported ||Not supported||Not supported||Not supported||Not supported|
|Supported ||Not applicable||Not applicable||Not supported|
|Quick actions||Supported||Supported||Not supported||Not supported||Supported|
*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:
|Type||Generic size limit||Formats/Vendors|
|Image||25 MB||"jpg", "png", "gif", "jpeg"|
|Video||NA (we allow embedding publically hosted videos)||Youtube, Vimeo, Vidyard, loom or Wistia|
** 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.
Initially, the self-service widget and the conversations widget had unique use cases. The former was more suitable for deploying chatbots, while the latter was better suited for conversations between agents and customers. However, to transform the support experience, we recently upgraded the conversations widget. We introduced major self-service features to the conversations widget as well, so customers could use a single widget for all things Freshchat.
When you use the improved 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, delivering conversational engagement like never before!