This article applies to Freshchat or Customer Service Suite customers who want to upgrade to the latest Freshdesk Omni experience.

Before you upgrade, please check if the following configurations are complete for a smooth upgrade process:

1. Update SLA policies

As part of this update, one business day will be considered as 24 business hours. 

To automatically update your existing policies, in the Quick Start section, under the Update SLA policies tile, click Update. Click here to know more about SLA policies in days.

2. Update contacts and companies

To improve data quality, the latest contacts and companies have stricter phone number validation. Click Update under the Update Contacts and Companies tile to automatically update your contacts. 

If there are contacts that still need to be updated, you will receive a pop-up. Click Review records.

Now you will land on the Contacts page, where you will see the view of Contacts that need action. Here you can:

1. Update Contacts Individually: Click each Contact, then update the phone number in the Contacts Slider that opens. Click here to know more.
2. Bulk update: Export the Contacts and update them in one go. Click here to know more.