Freshworks steptypes are platform-agnostic. They can be used in both Freshdesk and Freshchat.
This helps to keep your flows streamlined and manageable, avoiding the need for two sets of flows for the two support experiences.
While Freshdesk already has a ticket templates feature, they are limited to only pulling in details already available on the ticket.
But with the Freshworks: Send Public Message steptype, you can write message templates that can pull in details from Freshdesk, Freshchat, and any other systems you've connected to FlowEQ.
Title
The title appears up top in Sidekick when your team reaches this step in the flow. We recommend using this field to summarize the public reply being sent concisely.
Automatically run when step launched?
Check this box to immediately fire off the public message when your team reaches this step in the flow. You will need to fully configure the public reply template here in Flow Builder for this to work properly since your team won't have a chance to enter their own text.
Configure Multiple Instances
Check this box if you want to use this single steptype to support message templates in multiple languages. When clicked, a new dropdown will appear with your previously configured languages from the Set Customer Language steptype earlier in the same flow or a previously launched flow.
Draft Freshchat message before sending
If you want your team to have a chance to edit the chat template before it's immediately sent to the customer, check this box. Note: This checkbox is overridden by the Automating run when step is launched checkbox, described above.
Default Chat Message Text
Use this field to enter the text that will appear if used in a Freshchat conversation. You can write anything you wish here and pull in variables from the Freshchat conversation and other systems connected with FlowEQ by clicking the ➕ button.
Default Email Body
Use this field to enter the text that will appear if used in a Freshdesk ticket. Just as in the Default Chat Message Text field above, you can use the same text templates and FlowEQ variables available by clicking the ➕ button.
In addition, since emails can use rich text, you can use features that are unavailable in Freshchat including text formatting, hyperlinks, numbered and bulleted lists, and images.
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