Channel Breadth
Email (standard), Chat (Freshchat), Phone (Freshcaller), Facebook, X/Twitter, WhatsApp. Each needs setup per channel.
Unified Ticketing
All channels create tickets in one queue. Agent sees the channel; routing respects it. Customer experience stays consistent.
Routing
Skill-based routing across channels. Ticket-based for email, real-time for chat/phone.
Agent Experience
Single agent UI across channels. Response templates per channel (formal email, conversational chat).
Reporting
Channel mix, handle time per channel, CSAT per channel. Helps staffing decisions.