With Channel Filtering, you can do the following:
Access according to levels
There will arise various scenarios in which you will need to show different channels to different users or a subset of channels to a subset of users. Make sure that different users have access to or are able to view different channels according to the levels of access they have been granted (Eg, Premium user, free user, etc.)
Directly link your user
If your user is on your app in a particular section outside the Freshchat SDK, say, 'Returns', using tags on these channels will directly take them to the 'Returns' channel or provide them information related to 'Returns' from within the Freshchat SDK.
With FAQ filtering, you can do the following:
There are two levels at which filtering can be done - FAQ category and FAQs itself by tagging the FAQ category or the specific FAQ. For example, there's a Payments page on a taxi booking app, instead of showing all the FAQs from other pages as well (say Trips, Bookings, Drivers, etc), FAQ filtering will help directly link specific FAQs from specific sections in your app (that is, only from the Payments section) or provide a direct link to multiple FAQs from a separate category (Multiple FAQs from the Payments section).
Note: If there are multiple FAQs then it will be displayed in the form of a list. If there is only one FAQ, that specific FAQ will be displayed directly.
Tags for 'Contact Us' button:
You can add tags to the 'Contact Us' button to link separate specific FAQs or FAQ categories. When a customer clicks on the 'Contact Us' button inside the FAQ list or category page of the app (before getting into the Freshchat SDK itself), all categories are shown. Instead, if they have to be directed to specific channels, tags can be used on the FAQ list page.
For example, take a food ordering app. A user has clicked on the app category 'Orders' and has some queries about 'Orders'. Instead of him directly speaking to an agent for an oft-asked question, adding tags will direct him to a set of FAQs relating to 'Orders'. It acts as a sieve by filtering out the customers who need direct contact versus the ones that do need to speak to the support team. If the FAQs answer his query, he will not contact the support team, thereby relieving them from a lot of load.