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Freshchat Support Guide

Purpose of This Guide​

This document explains how internal support teams should handle Freshchat tickets, including:

  • Ticket triage
  • Proper responses
  • Escalation rules
  • Do’s and Don’ts
  • Common mistakes to avoid

This is NOT customer-facing documentation.

What Is Freshchat Used For?​

Freshchat is primarily used for:

  • Incoming customer support queries
  • Follow-ups on existing issues
  • Billing, dashboard, and WhatsApp-related problems
  • Requests that require human intervention

All Freshchat conversations must be:

  • Acknowledged quickly
  • Documented clearly
  • Escalated correctly when needed

Ticket Priority Levels​

🔴 High Priority​

Handle immediately:

  • Dashboard down
  • Payments completed but dashboard blocked
  • WhatsApp bot completely not responding
  • Campaign failures during live sales

🟡 Medium Priority​

Handle within SLA:

  • Campaign issues
  • Template approval delays
  • Order notification failures
  • Catalog sync issues

🟢 Low Priority​

Handle when free:

  • How-to questions
  • Feature explanations
  • Data download requests
  • General guidance

First Response Guidelines (MANDATORY)​

Every Freshchat ticket must:

  1. Be acknowledged within SLA
  2. Be polite and empathetic
  3. Clearly state what you are checking

✅ Good First Response Example​

Hi 👋
Thanks for reaching out.
We are checking this for you and will update you shortly.

❌ Bad First Response​

Checking
Ok
Please wait

Information to Collect Before Debugging​

Before starting any investigation, always collect:

  • Brand name
  • Registered WhatsApp number
  • Exact issue description
  • Screenshot or screen recording (if applicable)
  • Time when the issue started

If any of the above is missing, ask for it first.

Common Freshchat Issues & How to Handle Them​

1. Unable to Send Messages​

Checks:

  • Is customer within 24-hour window?
  • Is template approved?
  • Any pending payment?
  • International messaging enabled (if applicable)?

If unresolved:
Raise a CRB with details.

2. Bot Not Responding​

Checks:

  • Bot enabled on dashboard
  • API provider status (360 / Gupshup)
  • User not in Agent Chat
  • Try sending # to exit Agent Chat

If unresolved:
Raise CRB with timestamp + screenshots.

3. Campaign Sent but Messages Failed​

Checks:

  • Template status
  • Frequency capping
  • Unsubscribed users
  • DND hours

If needed:
Escalate to L2 with campaign name + template name.

4. Payment Done but Dashboard Blocked​

Checks:

  • Ask for payment proof
  • Verify with Accounts team

Action:
Extend dashboard only after Accounts confirmation.

5. Template Approved on Meta but Not on Dashboard​

Checks:

  • Verify on API provider
  • Manually mark template as Approved internally

Escalation Rules (VERY IMPORTANT)​

When to Raise a CRB​

Raise a CRB only after basic checks:

  • Hard refresh
  • Incognito mode
  • Manual testing
  • Configuration verification

CRB must include:

  • Brand name
  • WhatsApp number
  • Issue summary
  • Screenshots or recording
  • Time of occurrence

When to Escalate to L2​

Escalate to L2 when:

  • Logs are required
  • BSP-related errors occur
  • Meta rejections or violations
  • Data mismatch issues

When NOT to Escalate​

Do NOT escalate:

  • How-to queries
  • Known product limitations
  • User error or misconfiguration
  • Issues already explained in SOP

Tone & Communication Rules​

Always:

  • Be calm and professional
  • Use simple language
  • Avoid technical jargon with customers
  • Provide clear next steps

Never:

  • Blame the customer
  • Say “not our issue”
  • Promise timelines you can’t control
  • Share internal system details

Internal Notes Usage​

Use internal notes to:

  • Mention debugging steps
  • Record escalation references
  • Note confirmations from Accounts / Tech

Do NOT:

  • Add customer-visible comments
  • Paste internal links in customer chat

SLA Expectations​

  • First response: As per shift SLA
  • Updates: Every 30–60 minutes for active issues
  • Resolution: As soon as root cause is identified

If delayed:

  • Inform the customer proactively
  • Do not wait for them to ask again

Freshchat Do’s and Don’ts​

✅ Do​

  • Acknowledge every ticket
  • Confirm before escalating
  • Close loop with the customer

❌ Don’t​

  • Ignore tickets
  • Escalate without context
  • Close tickets without confirmation

Closing a Ticket​

Before closing:

  • Confirm issue is resolved
  • Ask if further help is needed

Closing Message Example​

We believe this issue is now resolved.
Please let us know if you need any further assistance 😊

Support Performance & SLAs​

To maintain high CSAT rankings, all agents must adhere to the following response times:

  • Web Chats (Freshchat): First Response Time (FRT) must be under 5 minutes.
  • WhatsApp Group Chats: FRT must be under 1 hour.
  • Response Intervals: Update active web chats every 8 minutes to avoid customer frustration.

The "Dropped Chat" Protocol​

If a customer remains unresponsive until the end of your shift:

  1. Convert the chat into an Open Ticket.
  2. Send the "Dropped on Chat Response" canned response.
  3. Set the ticket status to Pending.

Billing & Churn Escalations​

If a client requests to pause or downgrade their subscription:

  1. Alert the Brand POC immediately.
  2. Raise a CAR to Harsh Agrawal to execute the financial adjustment.

Summary​

Freshchat is the frontline support channel.
Your goal is to:

  • Reduce escalations
  • Resolve quickly
  • Keep communication clear and professional

Follow this guide strictly to maintain support quality.

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