The new Freshdesk Omnichannel has 2 different pricing plans: Estate Omnichannel and Forest Omnichannel. We'll be migrating the existing Garden Omnichannel to the new Estate Omnichannel plan with no additional cost.  Here is the set of additional features as a part of the new Omnichannel offerings,


For the old Garden Omnichannel customers,


Freshdesk FreshcallerFreshchat
custom satisfaction surveys
Free incoming local bundles (3000 min/month)
IntelliAssign
multilingual satisfaction surveys
After Call Work
co-browsing
Customer timeline with Activity APIs

Conference Calling (3 parties)

Realtime dashboard

Round robin ticket assignment

Queue Callback
Apple Business Chat
Load balanced ticket assignment

Agent Extensions

Live translation

SLA for every response

Smart Escalations

Webhooks
Product, group and company level SLAs

Non-Business Hours Routing

Quick access - 50 files
Identify contacts using external IDs
Holiday Calendar
Multilingual FAQs

Dynamic ticket forms

Holiday Routing

APIs
Multilingual ticket form

Opt-in IVR


Multi-product content management (up to 5 products)

Routing Automations


Multiple time zones

Real-time Call Summary


Multi-product Helpdesk

Call Center Agent Statuses
Multiple business hours

Call Monitoring


Shared ownership of tickets

Call Barging


Parent-child ticketing
Advanced Call Metrics

Link multiple companies to a single contact

Schedule reports

Customer segments

Data Center Location

Product level knowledge-base and community forums

Performance distribution



Ticket Lifecycle



Top customer analysis

Satisfaction Survey Report

Custom reports



Team Dashboard

Complete layout customization



Customizable agent roles



Access to FreshThemes gallery



Helpdesk Restriction



Domain Whitelisting



For old Estate Omnichannel Customers,


Freshdesk FreshcallerFreshchat
Custom SSL Certificates (default-free)
Free incoming local bundles (3000 min/month)
IntelliAssign

Holiday Routing
co-browsing

Opt-in IVR
Realtime dashboard

Real-time Call Summary
Apple Business Chat

Call Center Agent Statuses
Live translation

Access Controls based on Scope
Webhooks

IVR CSAT
Quick access - 50 files

Advanced Call Metrics
Multilingual FAQs

Data Center Location

APIs


For old Forest Omnichannel customers,


Freshdesk FreshcallerFreshchat

Email bot

Free incoming local bundles (5000 min/month)

User Authentication(JWT)

Agent scripts

Speech enabled IVR (freddy)

Extract APIs (for reporting)

Thank you detector


Extendable API rate limit

Ticket field suggester / Auto-triage


Quick access - 100 files

Article suggester


Custom bots and answer bots -  5000 bot sessions

Bot reporting