A chatbot is a software application that can simulate human conversation through text or voice interactions. Chatbots are becoming an increasingly popular customer service tool for many businesses. One chatbot platform that is growing in popularity is Freshdesk chat bot.

Freshdesk is a cloud-based customer service and IT help desk software. The Freshdesk chatbot allows businesses to automate conversations with customers and respond to common questions and requests. A chatbot can be a cost-effective way to provide 24/7 support and improve customer satisfaction.

In this article, we’ll take a deeper look at Freshdesk chat bot, its features and benefits, and provide tips on how to implement a chatbot for your business.

What is Freshdesk Chatbot?

The Freshdesk chatbot is an artificial intelligence-powered conversational chatbot offered through the Freshdesk customer service software. It uses natural language processing (NLP) and machine learning to understand customer questions and requests, then respond with appropriate answers in real-time through messaging apps, websites, or other digital channels.

Freshdesk's chatbot builder makes it easy for anyone to create a chatbot without needing coding skills. You can build, train, and manage bots directly within Freshdesk. The chatbot can answer frequently asked questions, guide users to helpful information, collect customer feedback, and more.

Key features of Freshdesk chatbot include:

  • Integration with popular messaging platforms like WhatsApp, Facebook Messenger, Apple Business Chat
  • Natural language processing to understand conversations
  • Pre-built and customizable conversational flows
  • Ability to escalate complex queries to human agents
  • Chatbot analytics to identify gaps and optimize conversations
  • Omnichannel compatibility to deploy bots across various platforms

Benefits of Using Freshdesk Chatbot

There are many potential benefits for businesses using the Freshdesk chatbot:

1. Improves Customer Satisfaction

Chatbots can provide quick answers to common questions and issues. This helps improve first-contact resolution rates and customer satisfaction. Freshdesk chatbot uses NLP to understand natural language, making conversations smooth.

2. Provides 24/7 Customer Support

A major advantage of chatbots is the ability to provide customer support 24/7. The Freshdesk chatbot can work around the clock, ensuring customers always have access to automated assistance.

3. Increases Efficiency for Agents

By handling common and repetitive queries, Freshdesk chatbot allows human agents to focus on more complex issues that require human oversight. This makes support teams more efficient.

4. Scales Support During Peak Times

During times of high inquiry volume like new product launches or outages, chatbots can help manage increased traffic. The auto-scaling abilities of Freshdesk chatbot prevents long wait times.

5. Qualifies Leads and Routes Them

Freshdesk chatbot can be used to qualify leads by asking a series of questions, then automatically routing them to the appropriate sales rep. This saves time for sales teams.

6. Capture Data to Improve CX

The data and conversations collected by Freshdesk chatbot provide valuable insights into customer issues, interests, sentiment and more. This data can be used to identify issues and improve the overall customer experience.

Key Features of Freshdesk Chatbot

Some of the key capabilities and features of Freshdesk’s conversational chatbot include:

User-friendly Bot Building

Freshdesk provides an intuitive drag-and-drop interface to easily build chatbots without coding. Features include pre-built templates, data collection forms, and Dialogflow integration. Users can create conversation flows, train NLP models, and customize responses.

Omnichannel Deployment

Deploy Freshdesk bots across multiple messaging channels like WhatsApp, SMS, Facebook Messenger, etc. This provides customers a seamless experience across platforms.

Chatbot Analytics

Gain data-driven insights into chatbot conversations to understand trends, optimize dialogues, and improve CX. Analytics provide info like user demographics, most frequent queries, escalation rates, and more.

AI Capabilities

Freshdesk chatbots utilize AI capabilities like natural language processing, which helps understand nuances in customer conversations more accurately. The bot gets smarter over time.

Integration with Freshdesk Platform

Seamlessly integrate Freshdesk chatbots with your existing Freshdesk helpdesk. Customer data and history automatically syncs with the chatbot for intelligent routing and personalized experiences.

Collaboration Tools

Collaboration features allow chatbot agents to seamlessly interact with human teammates to resolve complex issues together. This allows smooth handovers between bots and agents.

Robust Security

Freshdesk provides enterprise-grade security including data encryption, SOC 2 compliance, and data privacy. This protects sensitive customer information when using chatbots.

Use Cases of Freshdesk Chatbot

Here are some common use cases and applications of the Freshdesk chatbot:

Customer Support

One of the most popular uses is providing 24/7 automated customer support. The chatbot can answer common questions, provide order status updates, handle returns/exchanges, reset passwords, and more.

Lead Generation

Use Freshdesk chatbots on your website to engage visitors and qualify promising leads through conversational questionnaires. Leads can automatically be routed to sales.

Appointment Scheduling

Allow customers to book appointments or schedule calls through the chatbot. The bot can collect necessary details like service type, date/time, contact info, and automatically sync with your calendar.

Event Registration

Freshdesk bots can handle event registrations by collecting attendee details through conversation. Users can register for webinars, workshops, conferences and more.

FAQ Assistance

Power your FAQ page with an intelligent chatbot that provides dynamic assistance. Customers can get answers instantly instead of browsing static FAQ lists.

Customer Surveys

Deploy bots to collect customer feedback through interactive surveys. The bot can ask rating questions, collect NPS scores, satisfaction levels, and other survey data.

HR Assistance

HR teams can use chatbots internally to answer employee queries on policies, payroll, time-off requests, company directory lookups, and handle various HR workflows.

Implementing Freshdesk Chatbot: Tips and Best Practices

Here are some tips to ensure your Freshdesk chatbot implementation runs smoothly:

Set Clear Goals

Define the goals you want your chatbot to achieve, whether it's reducing support volume, generating more leads, or another target. This influences how you design conversations.

Build Responsive Dialog Flows

Script dialogues that provide multiple options based on customer responses. Plan for different conversation paths to give users control.

Start with Pre-Built Templates

Leverage Freshdesk’s pre-built industry templates for faster development. Then customize the bot to fit your specific needs.

Integrate with Support Channels

Connect your chatbot to communication platforms your customers use like WhatsApp or SMS for wider reach.

Promote the Chatbot

Let customers know about your new self-service chatbot through emails, website banners, and other channels so they adopt it.

Analyze and Refine

Use Freshdesk analytics to identify areas of improvement and continue optimizing your chatbot with more dialogues and responses.

Handover to Human Agents

Ensure your chatbot can seamlessly hand over complex issues to a live agent for proper resolution.

Freshdesk vs. Competition

How does Freshdesk compare to alternative chatbot platforms like Intercom, Drift, and HubSpot? Here is a brief comparison:

  • Pricing – Freshdesk has flexible pricing starting at $15/mo. Intercom and HubSpot have higher pricing that scales with number of contacts. Drift is free but with limited features.
  • Ease of use – Freshdesk, Drift, and HubSpot provide easy drag and drop bot builders. Intercom has a more complex bot building process.
  • Conversational design – Freshdesk and HubSpot allow multi-step conversations. Intercom offers simple trigger-response bots.
  • Deployment – All platforms support common channels like Facebook Messenger. Freshdesk has added advantage of native WhatsApp integration.
  • Analytics – Freshdesk and Intercom provide robust analytics on bot performance. Drift has basic analytics while HubSpot’s are more limited.
  • Integrations – Freshdesk integrates natively with their helpdesk. HubSpot integrations are also robust. More limited with Intercom and Drift.

Overall, Freshdesk strikes a strong balance between ease of use, features, and value compared to alternatives. It provides a full-service chatbot solution natively integrated with their platform.

Getting Started with Freshdesk Chatbot

Ready to get started building your own Freshdesk chatbot? Here are the basic steps:

  1. Sign up for a Freshdesk account if you don’t have one already. Freshdesk offers free trial plans.
  2. Enable chatbot in the Features section and access the chatbot builder.
  3. Choose a template that fits your needs as a starting point.
  4. Build dialog flows to map out your conversational scenarios.
  5. Customize responses with your specific messaging and branding.
  6. Connect messaging channels like WhatsApp or website portal.
  7. Test conversations thoroughly before launch.
  8. Promote your chatbot and monitor analytics to refine over time.
  9. Handover to agents when needed to resolve complex issues.

With these steps, you can start automating customer conversations with your own Freshdesk chatbot. The platform makes it easy to build, deploy, manage and analyze bots to improve CX and unlock business value.


Chatbots like Freshdesk are transforming customer service with the power of AI. With capabilities like natural language processing and seamless integration with helpdesk platforms, Freshdesk chatbot allows businesses to provide instant, personalized support.

Key benefits of Freshdesk chatbot include 24/7 availability, increased efficiency for agents, and leveraging conversational data to improve experiences. With an intuitive bot builder, companies can create intelligent chatbots tailored to their specific needs.

As chatbot adoption grows, Freshdesk offers a robust solution to help businesses reduce costs, boost customer satisfaction, and streamline customer communications across channels. Their continued innovation in the conversational AI space makes Freshdesk an ideal choice for any business exploring the possibilities of chatbots.